Your repair appointment

Find information about your appointment, pre-inspection, access arrangements and who to contact if you need to rearrange or discuss your repair appointment.

About your appointment

Appointments are available for the majority of urgent and routine repairs inside your home:

You won't get a specific time slot. We will give you a morning, afternoon, or all day appointment. We will discuss and agree a slot with you at the point of ordering your repair.

Please tell us if:

• there are any access requirements we need to know about - such as locks on gates
• you have specific preferences such as avoiding school drop off and pick up times - and we will try and accommodate this

Pre-inspections

Sometimes we need to carry out an inspection on your property first. We will only do this when necessary. This is usually when:

• we can’t determine who is responsible for the repair
  
• the repairs are complex and we need to agree a solution or they have reoccurred
• we need to find out how big the job will be and how long it will take
• we need to order parts or materials first
• we think you may have caused the damage

In some cases we may be able to inspect the problem remotely if you provide us with photographs or videos of the problem. This can speed up the process for you and avoid an unnecessary appointment.

Allowing access to your property

We will confirm to you when we will be visiting you, either by SMS text message, in writing, by calling you, or by emailing you.

It is important that you are at home and allow access when we you know we are coming. If you need to rearrange an appointment, then please contact your contractor or using the online tennant portal external link.

If you are not at home when we call, we will leave you a card with the details of the repair and how to rearrange the visit. We will make three attempts to arrange access and if you haven’t contacted us to rearrange after the third attempt, we will cancel the repair.

If the repair is not urgent and you do not allow us access to complete it, you will need to contact us to arrange a new visit.

After your repair

We carry out inspections of a sample of repairs to make sure that work is being completed to acceptable standards.

We send out surveys for all completed repairs. Please take the time to tell us how the repair went so that we can make improvements for the future and put right any issues.

If you are unhappy with your repair

If your repair has not been fixed correctly, or the problem reoccurs then please report it, using the same repair reporting process.

We will resolve the issue in a timescale appropriate to the urgency of the problem - listed in the 'timescales for completion' section on the report a repair page.

Contact your contractor

You will need to contact your contractor directly if:

• you need to rearrange your appointment (and don’t have access to the online tenant portal
• the contractor didn’t turn up
• you’re still waiting for further work, or for them to complete the repair

Who you need to contact depends on the area you live in and the type of repair.