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 repairs first contact centre within 18 seconds
- Acknowledge none urgent responsive repairs reported to us by letter and emergency or urgent repairs by text message within 24 hours
- Offer a morning, afternoon, school run 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
- Tell you your repair category when you report a repair
Carrying out a repair to your home
We will:
- Make sure our operatives are skilled and that they use quality materials
- Make sure our operatives 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 other emergency repairs within 24 hours
- Complete all urgent repairs within 5 working days
- Complete all other none urgent work within 20 working days
Click here for more information about our Customer Charter and Service Standards 2010 – 2013.