Repairs update for March
Information about delays to our repairs service.
Steps we are taking
- We are doing extra checks of our stores to make sure we have the right materials in stock
- We’ve appointed two new contractors so we can carry out more appointments each day
- Our teams are working longer so we can see as many people as possible
- We will do everything we can to give as much notice as possible if an appointment needs to be rescheduled.
Why is it taking so long to complete repairs?
When will my repair be completed?
You can use your online account to book your repair and choose from our best selection of available appointments. Otherwise, your repair will be scheduled for the next available appointment.
Click here to see the latest waiting times.
We offer these time slots for appointments:
- morning, 8am-2pm
- afternoon, 12-6pm
- all day, 8am-6pm
- late afternoon, 3-6pm
- avoiding the ‘school run’, 10am-2pm.
We attend emergency repairs within three hours to make it safe, and aim to complete the full repair within 24 hours.
How do I book a repair?
We have an expert team ready to help resolve the issue and any repairs we are responsible for will be carried out free of charge to you. This includes things like insect or mice infestations caused as a result of external conditions.
The quickest and easiest way to report a repair is using our online service.
Sign up or sign in to manage your home online.
We’ll ask you some quick questions about the problem so we have all the information we need to carry out the repair.
You will then be able to choose from our best available appointments and book your repair for a time that’s convenient to you.
You can also email us on email@example.com (we usually respond within five working days), or you can call us on 0300 555 6666 (Monday-Friday, 8am-6pm, Saturday 8am-1pm).
Emergency repairs can be reported 24 hours a day on the same phone number.
When reporting a repair, you need to tell us your name, address, contact phone number, as much information as possible about the repair and how our repairs team will be able to get into your home.
Before booking a repair, please double-check it isn’t your responsibility to fix here.
Remember, if it is an emergency and there is immediate risk to safety, security or health, call us on 0300 555 666.
How do I cancel a repair appointment?
What happens on the day of my repair appointment?
On the day you must make sure we are able to get into your home so we can carry out the work. A responsible adult must be there to let us in and while work is being carried out.
Anyone we authorise to enter your home will carry identification. Always ask to see it before letting callers into your home and be aware there may be bogus callers operating in your area. If you have any concerns, call us on 0300 555 6666 to confirm they are who they say they are.
If we need to replace something in your home, where possible we will replace it with an identical or matching item.
How do I give feedback or make a complaint?
If things haven’t gone as you expected or you’re unhappy with something we did, please let us know. We’ll work with you to understand what happened and do our best to put it right.
You can do this by filling in our feedback form. Click here for more information about feedback and complaints.