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EMERGENCIES - 24 hours or same day
- Mains pressure plumbing leaks (initial visit)
- Total water failure
- Lockouts (not if lockout is due to tenant neglect, such as losing a key)

URGENT repairs - 3 working days
- White goods i.e. dishwasher, washing machine, fridge freezer (refers to the
initial visit. Where parts are required, it may take longer to resolve)
- A full breakdown of heating and hot water services
- Roof leaks (initial visit)
- Non mains pressure plumbing leaks

NON URGENT repairs - 10 working days
- Furniture repairs (if replacement is needed, it may take longer to resolve)
- General maintenance/repairs (flooring, lighting, fittings/fixtures)
- Entry phone fault
- Telephone + data points
- TV aerial/satellite connection

9.6 Main Contractor Service Level Agreement
Extract from Contractor Repairs Service Level Agreement

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