Changes to our service levels

Updated at 9am on Monday 6 July 2020

We hope you have been keeping well during this time of public health concern, and appreciate your understanding as some of our services haven’t been able to continue in the way you are used to.

At the time of pausing our routine repairs service in March, there were a number of customers who had their appointments cancelled. We will be contacting these customers as a priority from Monday 6 July to rearrange these appointments should the work still need doing. There are 1,500 jobs to complete, so we thank you in advance for your patience while we make our way through this build-up of repairs.

While our offices are still closed to customers for the time being, we are looking at how we will safely reintroduce our services following the recent changes to the Government’s approach to coronavirus restrictions.

Your health, wellbeing and safety remain our top priorities and as social distancing measures remain in place, we will be reintroducing our services in a phased approach, to protect both you and our colleagues and help control the spread of the virus.

The phased approach will take place over the coming weeks and months, and means you will be able to access more of our services at each phase. Find out more …

My repairs

We work really hard to deliver flexible services to suit you, based on the feedback you have given us. We really pride ourselves on a job-well done! We use cutting edge technology, with well trained, highly-skilled tradesmen, offering a great customer service.

Once the problem has been diagnosed and it is our responsibility to carry out the repair, our advisors will categorise your repair based on priority. Our appointment times are really flexible; we’ll offer you a choice of week-day times to suit you between 8.30am and 5pm. We can even offer appointments to accommodate your school run.

Who's responsible? Who's responsible?

Who's responsible?

Repair timeframes Repair timeframes

Repair timeframes

Access to your home Access to your home

Access to your home

Charging for repairs Missed appointments

Charging for repairs

Missed appointments Condensation and mould

Missed appointments

Do it online Do it online

Do it online