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• Our repairs service
• Types of repairs
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Reporting a repair

Your questions answered

Who do I contact about repairs?

The best way is to phone the Contact Centre. We can then discuss the problem with you direct. However, if your repair is not urgent and our lines are busy, you can leave a message. We will pick this up quickly and phone you back. You are also welcome to e-mail us, write to us or visit us. See Contacting us.

What if it is an emergency?

Whenever you have an emergency, you should phone the Contact Centre in the usual way. There is always someone available to answer your call.
Please be sure that we would agree that your repair is an emergency rather than an urgent repair. If you call out the emergency repair service and your repair is not an emergency, we may charge you for the extra costs. We treat repairs as emergencies if there is a risk of serious damage to the property or a serious risk to the health of the people living in the home or members of the public. See Emergency repairs.

When will the work be done?

When you report a repair we will put it into a response time category. This decides how soon we will complete the work. See Response times.
We will carry out the repair work during our normal service hours. See Contact us.
For most repairs, we will offer you an exact date when the work will be done and you can choose for an operational staff member to come in the morning (8am to 12pm) or the afternoon (12pm to 4.30pm) or sometime during the school day (9.30am - 3pm). See Appointments.
If an operational staff member contacts you because they are in your area and can do your repair earlier than agreed, please only agree to the change if it is convenient for you.
We can text you when the operational staff member is on their way.

What if no-one is in when you have arranged an appointment time with me?

It is important that this does not happen. If you know beforehand that you will not be able to keep to the specific morning or afternoon appointment we have agreed with you, please let us know as soon as possible and we will agree another date. Broken appointments waste time and money.
If no-one is in when an operational staff member comes for an agreed appointment, your repair will be cancelled. You will have to report your repair again if you want the repair carried out.
If no appointment was agreed, they will leave a card.

Before you contact us

• Look up your repair problem on the relevant page of this book.
• Note down the information you need to give us.

When you call

Let us know:

• your name, address and phone number;
• the details of the item that needs repairing or replacing;
• if you are hard of hearing or may take time getting to the door when someone calls; and
• if there is a special need we should take into account, such as a medical condition.

The repair is recorded

• We will record the details you have given us.
• We will assess how soon we can carry out the repair.
• We will place an order immediately or we will arrange for a surveyor to visit your home to look at what needs to be done.

Arranging a repair

• If it is an emergency, we will let you know how soon an operational staff member will come.
• For most other repairs, we will make an appointment for a specific day – for the morning (8am to 12pm) or the afternoon (12pm to 4.30pm).
• We will send you a repair confirmation letter or e-mail. This will tell you:
  • the job number for the repair;
  • details of the work that will be done;
  • the target date by which the repair should be carried out; and
  • any appointment date we have agreed with you.
• We can also text your landline or mobile. You will received three messages:
  • 1st text - to confirm your appointment
  • 2nd text - a reminder the day before the appointment
  • 3rd text - to let you know when the operational staff member is on their way.

Inspection and further acknowledgement

A member of staff will call at your home to look at the problem. If an order for the work is then placed, you will receive another acknowledgement through the post.

Work is carried out

An operational staff member will come to your home to carry out the work. If you are not at home, he or she will leave a card with a phone number for you to ring to arrange a new appointment.

Satisfaction survey

After the work has been completed, please let us know what you think about our service. You can do this by filling in the feedback form that we send and returning it to our freepost address.

Quality checks

A member of staff may contact you to ask you about a recent repair or to arrange to carry out a quality check on the work that has been done in your home.