When you report a repair, you will be asked to provide an up-to-date telephone number. This allows us to send automated text message reminders about your repair appointments. It also helps us provide good customer service when carrying out repairs as we ask our contractors to ring you when they are on their way. This acts as a useful reminder to you and helps us to reduce the number of repairs cancelled due to failed access.
If you report a repair of an emergency nature it will not be possible to provide you with an appointment. Our contractor will still attempt to ring when they are on their way.
In an emergency our contractor will attend the same day (in very extreme cases) or within 24 hours. You will need to ensure that you (or an adult acting on your behalf) waits at the property in these circumstances.
For non-emergency repairs you will be given an appointment where possible when you report the repair -
- morning appointment are available between 8am and 12noon
- afternoon appointments between 12noon and 6pm
In some cases (for example larger jobs or multi-trade repairs) it will not be possible to provide you with an appointment at the point when you first report the repair. In these cases, you will be contacted by our contractor to confirm an appointment.