What you can expect when you book a repair with us.
We aim to provide a responsive, value for money service to make sure that you live in a safe, comfortable and secure home.
Coronavirus update: Please note that we are now logging routine repairs for customers in London as well as dealing with emergency and urgent repairs. For customers in Berkshire, our repairs contractor Housing Solutions will start logging routine repairs once again on Wednesday 1 July.
Our repairs standards
Arranging an appointment with you
If the team is able to book an appointment time slot during your preferred times, our staff will email or call you to confirm the booking with you.
If they are unable to book an appointment time slot because there is no availability, our staff will call you back to discuss and arrange the booking with you.
The booked appointment will be when you can expect the contractor to arrive on site, not necessarily when the work will be completed.
We understand that circumstances can change. So, if you’re unable to be at home at the arranged time, please contact us directly to re-arrange your appointment.
What to expect on the day of the visit?
If we have your phone number, the repair operative will let you know their estimated time of arrival on the day.
All of our repair operatives carry ID and wear branded uniforms. If someone turns up without ID or uniform, please don’t let them in. You can always call us on 0300 123 9966 if you're in any doubt.
It's important to know that not all repairs can be completed on the first visit.