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.
- Fill in our online form
- Call 0300 123 2221 and choose option 1
- Email firstname.lastname@example.org
- Text the word “repairs” and your name to 07961 076076
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, 8am – 10am
- Morning, 8am – 12pm
- Afternoon, 1pm – 5pm
- Late afternoon, 4pm – 6pm
Once your appointment time is agreed, we’ll send you an email or letter to confirm the date and time.
If you’re not at home when our contractor visits, they will leave a calling card with a new appointment time. If this new time isn’t suitable, you must call us to rearrange the appointment.
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.
We aim to attend emergency repairs within 4 hours and complete a permanent or temporary repair within 24 hours.
We aim to complete routine repairs within 21 days.
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.