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How to report a repair

It is your responsibility as the tenant to report any repairs needed at the property so that we can keep the property well maintained.

Please contact the repairs line on 01952 217217 to report the repair.

How quickly will someone come out?

We offer a same day service for all routine maintenance, so please phone the repair through when you know you will be home for the tradesperson to come and fix it.

We aim to get out to you within two hours but if we cannot we will call you and let you know. Once we do visit we aim to complete the repair the same day, wherever it is possible to do so. Please ensure that you stay at your property after making the phone call to allow access, as it maybe you are only waiting a very brief time. If the appointment is missed due to no access the Group cannot guarantee a tradesman can return on the same day.

You can call us anytime of the day or night, 365 days per year to report a repair. We will always come out during the day but you may find that if you call after 4pm we may advise you that we will visit you the next day instead (or another day that is more convenient for you) depending on the nature of the repair and the demand we have had from customers on that particular day. High demand usually occurs on Mondays, or following bad weather, or for a couple of days after Bank Holiday periods as repairs calls are always higher.

After 8pm you can still report repairs, however we will only respond immediately to repairs that we deem both reasonable and necessary to complete in the evening/night. If it is not clear from the initial call, we may get one of our qualified trades to call you first before deciding whether it is still necessary or can wait. In any event, we will always be there the next day to sort out the problem.

Our qualified tradesman and contractors will always carry ID badges and show them to you when they attend. If anyone says they are from the Group/Trust, but don’t have an ID badge, don’t let them in.

What do I need to do before a repair can be carried out?

You will need to ensure that the area is clear to enable the tradesperson to easily access the repair, unless you are registered disabled, have any recognised vulnerability or no family members to help you.

What if it can’t be repaired on the same day?

If we can’t it is usually because you may have phoned us too late to complete it the same day, we may have to order specialist parts, or the type of repair means it will always take more than one day to complete. If we cannot complete it on the same day, we will arrange an appointment with you for when we can complete it.