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How long will my repair take?
How quickly we can complete your repair depends on what’s wrong and the work needed to fix it. Find out our expected repair timescales and what happens if your repair needs more time.
Average repair times at a glance
Some jobs might need specialist materials or contractors, which can affect how long you’re waiting – we’ll let you know if this is the case. All emergencies will be attended to within 24 hours. Check below to see the average wait times for your area.
Average repair wait times in Birmingham
We aim to complete repairs as quickly as possible. Some jobs may need specialist materials, additional inspections or specialist contractors, which can affect how long you’re waiting. If we expect your repair to take longer, we’ll let you know.
All emergency repairs will be attended to within 24 hours.
For non-emergency repairs, current average wait times in Birmingham are:
- Roofing, bricklaying or groundworks — around 2 weeks
- Electrical repairs — around 2 weeks
- Plumbing repairs — around 2 weeks
- Fencing or carpentry — around 3 weeks
- Any other repair — around 2 weeks
Damp, mould and serious hazards
We're now managing all cases of damp, mould and condensation and emergency repairs in line with Awaab’s Law. You can still report emergencies by My Account or by calling 0300 790 6555, but we will respond within the new time frames set out by the law. These are 24 hours for emergency hazards and 10 working days for other significant hazards. We will also be providing you with more written progress updates.
Frequently asked questions
From April 2025, our target is to complete at least 85% of standard, non-emergency repairs within 25 working days.
More complicated repairs might take longer, but we’ll make sure you’re informed about this as soon as possible.
How quickly we can do your repair can depend on where you live.
Emergencies are problems that pose an immediate health and safety risk to you, or the structure of your home has been damaged.
They include:
● gas leaks
● uncontainable water leaks
● complete loss of heating and hot water
● electrical or fire risk
● property security
If you have an emergency, let us know immediately on 0300 790 6555. We prioritise all emergency repairs and will deal with them within 24 hours, 365 days a year.
Most of the repairs we carry out in your home will be done by Citizen repairs operatives. However some repairs we may use specialist contractors and engineers.
If we’re very busy, we might ask our partner Axis to help us so we can get to your appointment more quickly.
We’ll let you know who’s carrying out your repair when you get your appointment slot.
You’ll be able to choose an appointment between 8am and 6pm, Monday to Friday. Emergency repairs are 365 days a year, and are completed within 24 hours or made safe until a permanent repair is possible.
Yes, most repairs can be cancelled or changed up to 24 hours before. However, some repairs, such as gas inspections and services, can’t be cancelled because it's crucial that we do this work.
