Capability — reactive repairs
Reactive maintenance and Awaab’s Law timescales
Estimark runs repairs on priority-driven SLA targets measured from the moment the repair was reported, and two hazard categories carry Awaab’s Law timescales that override the ordinary priority mapping — so a damp and mould report cannot end up sitting on a 28-day routine clock.
Why damp and mould gets missed
It gets triaged like a leaky tap
Damp looks routine at the point of logging, and routine is 28 days. The statutory window closes without anyone deciding it should.
The clock starts at triage
If the SLA runs from when your team looked at it, a report that sat in an inbox for three days is invisible.
The resident could not tell you
Reports that need a phone call during office hours do not get made, and the ones that do arrive without a photo.
Nothing links the deadline to the reason
A date with no statutory basis next to it is a date somebody will negotiate.
Capability — how it works
What are the Awaab’s Law timescales in Estimark?
Two hazard categories carry statutory presets, and selecting one applies those timescales in place of the ordinary priority targets.
| Category | Investigate | Then |
|---|---|---|
| Emergency hazard | 24 hours | Made safe within 24 hours |
| Damp & mould | 10 days | Complete safety work within a further 5 days |
- The presets are drawn from the Social Housing (Regulation) Act 2023 and its Awaab’s Law provisions.
- The statutory wording travels with the preset, so the reason for the deadline sits next to the deadline.
- The recommended priority is emergency for an emergency hazard and urgent for damp and mould.
NoteThe targets are stored as wall-clock hours — 240 for the investigation and 360 in total — so they are calendar-based and do not exclude weekends or bank holidays.
What are the standard SLA targets?
Four priorities, each with a response and a completion target, with the clock running from the time the repair was reported.
| Priority | Response | Completion |
|---|---|---|
| Emergency | 4 hours | 24 hours |
| Urgent | 24 hours | 72 hours |
| Routine | 72 hours | 28 days |
| Planned | 7 days | 90 days |
- Running the clock from the report time means a repair that sat untouched shows as late, which is the point.
- Arriving at a booked appointment satisfies the response target automatically.
- Fifteen repair categories cover damp and mould, emergency hazards, heating, plumbing, electrical, roofing, structural, windows and doors, kitchen, bathroom, drainage, pest control, communal, grounds and other.
Can residents report repairs without ringing the office?
Yes. Each property has its own unguessable reporting link that opens a public form with no login and no account.
- The resident sees the property reference, address and managing company before they submit, so they know they are reporting against the right home.
- They can attach a photo, an access note and a contact number.
- A resident report lands untriaged with no priority set and no SLA clock running, so your team assigns the category deliberately.
- The endpoint is rate-limited, and deactivating a property turns its link off.
Does Estimark alert me before an SLA breaches?
No. Overdue response and overdue completion are computed when you look — flagged on every repair and counted across the register in a summary.
- The register summary counts total, open, awaiting triage, response overdue and completion overdue, and breaks the list down by status and by priority.
- There is no automatic breach email, escalation or deadline warning. If you need one, it is not there yet and we would rather say so.
How does a repair become work?
A repair is assigned to a contractor or a named operative, booked into an appointment window, and can be turned into a job.
- Assignment sets the timestamp and moves the repair to assigned; either a subcontractor or a named operative satisfies it.
- Appointment windows are morning, afternoon, all day, a school-run-friendly 9:30am–2:30pm slot, or a specific time.
- The visit is tracked through confirmed, en route, arrived and completed, with no access recorded against a reason and evidence.
- Measured work can be priced on a coded schedule of rates with a per-client uplift, which is a separate bolt-on at £199 a month.
The SLA engine, in numbers
- Emergency hazard
- Safe in 24h
- Damp & mould
- 10 days to investigate
- Then works within
- 5 further days
- Emergency repair
- 4h / 24h
- Urgent
- 24h / 72h
- Routine
- 72h / 28 days
- Clock starts
- At report time
- Module price
- £299 / month
Reactive Maintenance
£299/month
A paid bolt-on on top of any plan. It is never bundled into a tier, so it is not given away on trial and then withdrawn.
What you get
- Property register with a per-property reporting link
- Priority SLAs measured from report time
- Awaab’s Law presets that override triage priority
- Contractor and operative assignment
- Public resident reporting portal
- Overdue counts across the whole register
Schedule of Rates is £199/month, Property Compliance £149/month, Void Management £99/month and Customer Comms £29/month. Add them to Core at £99/month or Pro at £249/month.
Questions
Reactive maintenance — frequently asked
Does Estimark support Awaab’s Law?
Yes. Damp and mould and emergency hazard are hazard categories carrying statutory presets that override the ordinary priority targets. An emergency hazard must be investigated and made safe within 24 hours. Damp and mould must be investigated within 10 working days, and where the investigation identifies a significant hazard the relevant safety work must be completed — not merely begun — within a further 5 working days. Any supplementary preventative work must be started, with a 12-week backstop. The targets are held as calendar hours rather than working days.
When does the repair SLA clock start?
At the time the repair was reported, not at triage. That means a repair that sat unlooked-at for two days shows as late, rather than appearing compliant because someone opened it recently.
Can a tenant report a repair without an account?
Yes. Every property has its own secure public link with no login. The tenant sees the property reference and address, and can attach a photo, an access note and a contact number. The repair arrives untriaged with no priority and no SLA clock until your team categorises it.
Does Estimark email me when a repair is about to breach its SLA?
No. Overdue response and overdue completion are computed when you view a repair or the register summary, which counts total, open, awaiting triage, response overdue and completion overdue. There is no automatic breach email or escalation.
How much does reactive maintenance cost?
The Reactive Maintenance module is £299 a month as a bolt-on to any plan. Schedule of Rates is £199 a month, Property Compliance £149 a month and Void Management £99 a month.
Related
For housing associations & councils
Awaab’s Law timescales, the Big Six compliance register and void turnaround.
For property maintenance firms
Repairs on SLA, appointment windows, schedule of rates and van stock.
For plumbers & heating engineers
CP12s, appointment windows, maintenance contracts and van stock.
Offline field mode
Installs to the home screen, works with no signal, queues and replays your work.
Try it on a real job.
Fourteen days, full access, every plan. No implementation fee.