Is my repair a winter emergency?

Created on Thursday, January 12th, 2017
by Kathryn Shaw

As winter is here, it’s a good idea to know what repairs are defined as ‘emergency’ by Derwent Living.

The criteria for emergency repairs changes during winter

The criteria for emergency repairs changes during winter

A repair might seem like an emergency, but it’s important to remember that there are specific criteria which Derwent Living uses to define different types of repairs, such as emergency or urgent.

It’s important to note that these criteria change depending on the time of year. To be treated as an emergency the fault must carry the risk of immediate injury to people or major damage to property.

For example, a ‘winter’ emergency repair (between the 1st November and the 30th April) would be no heating and hot water. This would be regarded as an ‘urgent’ repair at any other time of year, but has increased priority during the colder months.

Other emergency repairs include (but are not limited to); escape of gas or fumes, electrical fittings in contact with water, outside doors that need to be secured or a failure of all communal lighting.

Our target for emergency repairs to be fixed, or at least made safe, is within 24 hours. Urgent repairs, for example a door entry phone not working, should be attended within 7 days.  Routine repairs have a 28 day completion target.

If you own all or part of your property, you will be responsible for all repairs, including boiler problems.

If you own a flat or a part share in a house, and severe weather conditions damage the structure or cause a leak, you may be able to make a claim through our buildings insurance. If you have a valid claim, you will be responsible for paying the £150 excess.

If you have any queries about repairs or claiming under the insurance policy, please contact our customer service team on 01332 346 477 or email

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