Out of Office Emergency Procedures

For repairs which cause direct and immediate risk to health or safety and are not merely just inconvenient. Normal repairs and defects which occur during weekends, although very irritating, may not constitute an emergency. 

A member of Tyne Housing Association Staff can be contacted on the following Emergency On Call telephone numbers; 

  • 07841 455408 Monday to Friday 17:00 until 21:00 
  • 07703 684231 Monday to Friday evenings 21:00 until 09:00 and weekends 

If you are unable to get a response then contact 0191 2658621.

Repair Response Times: 

Repairs are put into three categories depending upon their nature and urgency: 

  • Emergency repairs (see examples above) 
  • Urgent repairs (see examples below) 
  • Routine repairs (see examples below)

Emergency Repairs:

Some examples of emergency repairs are:

  • Total loss of water
  • Burst water main
  • Flooding
  • Severe storm damage
  • Total loss of electricity supply
  • Major fault with electricity supply
  • Unsafe electricity fittings
  • Breaches of security to outside doors and windows
  • Total loss of gas supply
  • Gas leak
  • Blocked flue
  • Blocked main drains, soil pipe or sole WC
  • Heating loss
  • Hot water loss
  • Failure of lift
  • Failure of warden alarm/ care call system
  • Fire damage

Urgent Repairs:

Some examples of urgent repairs are: 

  • Minor plumbing leaks/defects 
  • Replacement sink/ basin plugs 
  • Blocked drains, sinks, basis, bath, WC 
  • Defective cistern or overflow 
  • Heating faults 
  • Hot water faults 
  • Minor electrical faults 
  • Roof leaks 
  • Blocked gutters 
  • Severe dampness 
  • Security of internal doors and windows 
  • Failure of entry-phone 
  • Repairs to void property 
  • Graffiti 
  • Faulty extractor fan 
  • Defective flooring 
  • Faulty communal TV aerial 
  • Toilet seats

Routine Repairs:

Some examples of routine repairs are: 

  • General joinery repairs 
  • Repairs to door, windows and floors 
  • Repairs to external walls, fences and paths 
  • Repairs to walls, brickwork and slates/tiles 
  • Repairs/ clearing of gutters and downpipes 
  • Repairs to kitchen fittings 
  • Repairs to plaster work 
  • Dripping/leaking taps or shower units 
  • Other minor plumbing repairs 
  • Repairs to tiling 
  • Easing doors and windows 
  • Other minor “day-to-day” repairs/replacement

Repair Category

Target Time:

Emergencies 24 hours 

Urgent 4 working days 

Routine 21 working days 

Working days do not include Saturdays, Sundays or Statutory Holidays 

With some emergency repairs, the property will be made safe within 24 hours and the final repair carried out soon afterwards.