When you report the need for a repair and we agree that it is our responsibility, we put it into one of the four categories below. Each category has its own target response time so that you know what to expect from us.
If the problem presents an immediate risk to safety, security or health, you must call us on 0300 555 6666 (24/7). We aim to make the repair safe within three hours of you reporting it and complete it within 24 hours.
If your repair is not considered an emergency it will be scheduled for the next available appointment.
Certain repairs may be scheduled for a later date and carried out with other repairs in the area as part of our general maintenance programme.
An appointment time slot will be agreed for when we aim to arrive at your home to commence the repair. A responsible adult must be in the home while the work is taking place. We offer:
- morning appointments, 8am - 2pm
- afternoon appointments, 12 - 6pm
- all day appointments, 8am - 6pm
- late afternoon appointments, 3 - 6pm
- avoid school run, 10am - 2pm
Appointments will not be given for communal area repairs.