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Are there different response times for different issues?

Yes, Scape uses different response times depending on how urgent the repair is. This helps the team prioritise safety, security and essential services while still keeping routine maintenance moving.

Repair categories

  • Emergency repairs: targeted within 4 hours, 24/7. These include urgent issues such as flooding, major active leaks, total power failure, complete loss of heating or hot water, or a security issue with your door or lock.
  • Essential repairs: targeted within 2 working days. These are issues that affect comfort or normal use, but do not create an immediate safety or property risk.
  • General maintenance: targeted within 5 working days. These include routine repairs, minor faults or non-urgent issues.

These timeframes are targets rather than guarantees. Some repairs may take longer if parts need to be ordered, a specialist contractor is required or the team needs extra access to investigate the issue properly.

For non-urgent issues, log your request through the Scape app and include clear details, photos and your availability. For emergency issues, contact reception directly. If your repair has passed the expected timeframe without an update, speak to reception so they can check progress for you.