The repairs process

‘Call-out’ appointments

When you report a repair you will be offered an appointment.  We will send a qualified tradesperson to assess and, when possible, fix the problem on the same visit.

If the tradesperson is unable to complete the work on the first visit (for example because parts need to be ordered) he/she will explain why and arrange another appointment with you. 

Keeping you in the loop

We can confirm your ‘call-out’ appointment the day before by text or voicemail, and even tell you when our operative is on their way to you.

If you have not already done so you will need to update your contact records giving us permission to use this service.

External work

If we do not need to enter your home to carry out repairs we will tell you. You do not need to be at home for works to be carried out but we will leave a card through your door to let you know that the repair has been carried out.

Our commitment to you

You can find out more about our repairs and maintenance service and what to expect in our ‘Customer Service Commitments’ below.  This document also explains what we expect from you for example to report repairs promptly, keep your home in good order and (if applicable) provide access for your annual gas safety inspection.