We aim to
communicate quickly and effectively with our customers and to carry
out repairs efficiently and to a high standard.
We will:
- Publish information about the different ways you can report
repairs
- Publish information about repair categories and timescales
- Answer calls to our call centre within five telephone
rings
- Acknowledge repairs reported to us within 24 hours
- Offer a morning, afternoon or evening appointment for
all repair works on a date that is convenient to you and
within the timescale for that repair
- Make sure you know which repairs are your responsibility and
give you four weeks notice in writing if your responsibilities
change
- Provide a receipt for all repairs reported. This will confirm
the target completion date for the repair and provide useful
contact information.
Carrying out a repair to your home
We will:
- Make sure our workers are skilled and that they use quality
materials
- Make sure our workers carry identification details
- Treat your home with respect and tidy up afterwards
- Always try to keep an appointment and let you know if there is
a delay
- Complete or make safe all emergency repairs within 2 hours
- Complete urgent repairs within 24 hours
- Complete all routine repairs within 5 working
days
- Complete all other work within 20 working days
- Tell you your repair category when you report it
Report a Repair
online
View Our Customer Service
Standards