Service Level Statement
The Service Level Statement stipulates the maximum time it should take to respond to a specific problem from the time the request is received.
There are five levels of priority:
Within 1 hour
- Floods (either from pipework or leaking roofs)
- Glazing (where security or safety is compromised)
- Electrical shutdown of a building
- People trapped in a lift
- Gas leaks
- Fire alarms
- Serious trip hazard
- Bare electrical cables
By the end of the working day
- No heating (when reported before 3pm)
- No water
- Lighting (where it provides the only illumination in an area)
- Lights on staircases
Within 24 hours
- No hot water
- Shower not working (where it is the only one in a house)
- Localised electrical failure
- Security lighting
- Blocked toilets or drains
- Lifts out of action
- Corridor lights
- No heating (when reported after 3pm)
Within 5 working days
- Lighting (where it is one of a number in an area)
- External lighting
- Door closers
- Unable to open windows
- Tiling to showers
This is not a definitive list but indicative of the type of defect that should be included in each priority level.