Information for our customers in Yorkshire

As part of Home Group’s commitment to providing a quality repairs and maintenance service for our customers we are changing our contractor and the way we work in Yorkshire from June 1, 2018.

We're pleased to announce that J Tomlinson has been appointed as repairs and maintenance contractor for Yorkshire starting June 1, 2018.

As part of moving the contract to J Tomlinson, we’re prioritising emergency repairs. Any repair that isn’t urgent will be logged, and our contractor will be in touch to make sure your repair is still completed within 28 days. This additional time means we can ensure that urgent repairs, as well as gas and electricity servicing can come first – supporting you and our new contractor throughout the changeover.

Home Group will remain your first point of contact for all repairs.

Please report any non-urgent repairs through the Home Group website, or by calling our customer service centre on 0345 141 4663. We will update you on the status of any repair requests you have raised.

Emergencies should be reported to our customer service centre by calling 0345 141 4663.

For further information please see our questions and answers below.

 

Frequently asked questions

What do I do if I have a repair booked in already? 

 

 

You don’t need to do anything - your repair request will be honoured. If for any reason there’ll be any delay, we’ll be in touch as soon as possible to give you an update. 

 

 

 

What do I do if I have a gas servicing job booked in?

 

 

You don’t need to do anything - your gas servicing jobs will be honoured, and we’ll be monitoring all jobs to ensure our contractors are attending as scheduled. If you do have any queries or concerns, please contact us on 0345 141 4663 and we’ll put you in touch you with the right team to help you.

 

 

 

Do I need to do anything differently now that the contractor has changed?

 

 

You won’t notice any change to your repairs service, or the way that you log your repairs with Home Group. It might take us a little longer to complete your repairs whilst we switch to our new provider, but we’ll be in regular contact to keep you updated on the progress of your repair.

 

 

A contractor will attend within six hours for all emergency repairs. Our less urgent jobs will take us a little more time to organise and attend during due to the changeover. For routine repairs, our new contractors will get in touch within 28 days to arrange your repair appointment.  

 

 

 

What if I have a new repair that I need to report?

 

 

The process remains the same - please report any non-urgent repairs through the Home Group website, or by calling 0345 141 4663. Emergencies should be reported to our customer service centre on 0345 141 4663.

 

 

We will be prioritising our emergency repairs during the changeover to our new contractor. All non-emergency repairs will be logged by us when you call through to report your repair. For routine repairs, our new contractors will be in touch within 28 days to make an appointment, and we’ll provide you with regular updates during this time. 

 

 

 

How will I know the contractors have been sent from Home Group?

 

 

All contractors will carry approved identification, so that you know they’re attending on behalf of Home Group, and you’ll always be told the name of the contractor and what identification they will carry when they call. 

 

 

The contractor will also contact you when they’re on the way to the job to let you know, using your contact details from our own records at Home Group. If you have any concerns at all about the process, please call us on 0345 141 4663.