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Our repairs service

Our repairs team are committed to responding efficiently to your repair requests.

Our repair service line is open 24 hours a day, 7 days a week. You can contact us by calling 0300 123 2221 and choosing option 1.

The repairs process

There are several ways you can report a repair to us.

We aim to respond to all repairs enquiries within 24 hours. If you contact us by post, we aim to respond within 5 working days.

After reporting a repair, we will contact you to arrange a suitable time for our contractor to visit. We have four-time slots available for appointments:

  • Early morning, 8 am – 10 am
  • Morning, 8 am – 12 pm
  • Afternoon, 1pm – 5pm
  • Late afternoon, 4 pm – 6 pm

Once your appointment time is agreed, we’ll send you an email or letter to confirm the date and time.

Let's put an end to "No Access"

The way we manage our repairs appointments is changing to help you and us get your repairs done as quickly as possible.

Starting the 6th November 2017, we will be changing our 'No Access' arrangements for repairs.  Currently, if we have an appointment with you to carry out a repair and we can't get access to your property, we set up another appointment and give you the opportunity to amend it prior to the new date. This is a very time-consuming way of working and reduces the number of appointments we can make and fulfil.

From 6th November, if we attend an appointment and can't get access, we will close the repair order and inform you that if you want us to complete your repair, you will need to book a new appointment.

This change will allow us to make better use of repair time and will hopefully lead to more, first time appointments being kept.

Prioritising repairs

Every repair request we receive is given a priority based on its urgency and impact to you. The timeframe in which we aim to fix your repair depends on its priority.

Emergency repairs

We aim to attend emergency repairs within 4 hours and complete a permanent or temporary repair within 24 hours.

Routine repairs

We aim to complete routine repairs within 21 days.

Planned repairs

These repairs are part of a continual program of planned maintenance improvements

Sometimes delays are unavoidable and repairs may take longer to complete than expected. If you’re worried about an unfinished repair, please call us on 0300 123 2221 and choose option 1.

Once your repair is completed, you may be contacted by our specialist research company M.E.L. to measure how happy you are with the service you received. We use this information to improve the services we provide.

Our repairs contractors

Our repairs service is provided by Fortem, previously known as Willmott Dixon Partnerships.

Repairs and maintenance to gas services are completed by PH Jones.

If your heating or hot water is provided by a communal boiler, repairs and maintenance to this are completed by Smyth & Byford.

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