Frequently Asked QuestionsRepairs & Maintenance

How long will it take to fix my heating or hot water?

By September 26, 2018 No Comments

As part of our service level agreement with Swale Heating we have agreed with them a set of standards and time scales for reported repairs and breakdowns.

Swale Heating have the following Service Level Agreement (SLA) for Breakdown and Repairs:

Water Leaks / Gas Leaks that cannot be contained – Up to 4 hours

No Heating / Hot Water – Up to 48 hours

  • Complete breakdown of heating system on either Heating or Hot Water (no back up)

Non-Urgent Repair – Up to 20 Days

  • Example – Heating and Hot Water Working, but one radiator may have a cold spot
  • Intermittent faults to the system

Planned Repair – Up to 28 days

  • Planned repair – Example:  Replacement radiator, Fit part call.
  • Residents can request an appointment up to 21 days outside of the above SLA

Swale Heating will only attend to a Breakdown call up to 10.00pm which is within our contractual obligations. However for reported leaks which cannot be contained we aim to attend within 4 hours.

Swale Heating will aim to meet the above time scales, however we will also work with you to make an appointment at a suitable time for you.

During periods of high demand, Swale Heating will try to provide information over the phone by our trained call operatives to find a temporary solution until an operative can attend.

If you’ve arranged for a Swale Engineer, you can now track them through Swale’s customer portal.