Report a repair

We currently have a high demand on our repairs service which has caused a backlog of jobs.  This means we’re not meeting our target timescales for completing works and as a result, you’re experiencing longer waiting times than normal for your repairs to be carried out. We’re sorry for these delays and would like to thank you for your patience, understanding and co-operation.  

What are we doing about this?  

• We’re prioritising older jobs so you may have to wait longer than usual  

• There may be times when customers who have specific additional needs are prioritised    

• We’re using specialist contractors to complete some jobs on our behalf  

• We’ve been improving our processes and systems to make sure we get to as many repair jobs a day as possible  

• We’ll always try to contact you if something goes wrong and we can’t make your agreed appointment   

• Sometimes we might have to rebook your appointment on the day because of an emergency or staff sickness. We know this can be very frustrating and we try to avoid this happening where possible. We’ll call you as soon as we can if this happens to rebook your appointment.    

• We’re working on completing more repairs on our first visit by getting more of the parts that we need on our vans  

What we need from you  

• Please be reassured we haven’t forgotten about your job. We have a clear record of all outstanding repairs, so you don’t need to get in touch, we’ll contact you as soon as we can  

• We’re finding that on lots of occasions we attend a property but the customer’s not in. If you have an appointment, please make sure you’re in so we can access your home and carry out the job. If you need to reschedule, please call us on 0300 777 2600 and we’ll book another appointment with you  

Finally, thank you for the great customer feedback you’ve given us about our repairs operatives and the work they do. Thank you also for working with us, and for your patience, understanding and co-operation while we resolve these issues.