South east contractor: an update

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

 

You don’t need to do anything. Your repair request is already booked in  If there are any delays we will be in touch as soon as possible to give you an update.

I have a gas servicing job booked in, what do I do?

 

There is nothing for you to do, all gas servicing jobs will be completed. We will 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.

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

 

You will not notice a change to your repairs service or how you log your repairs with Home Group. It may however take us a little longer to complete your repairs whilst we switch to our new provider. We will 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. Our new contractors at MPS will get in touch within 28 days to arrange your repair appointment. 

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

 

You can report it in the same way you do now. Please report any non-urgent repairs through the 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 contractors. All non-emergency repairs will be logged by us when you call through to report your repair.  Our new contractors will be in touch within 28 days to make an appointment.  During this time we will provide you with regular updates.

Who do I contact with queries?

 

You can call 0345 141 4663.

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

 

Our MPS contractors will contact you when they are on the way.  Your contact details are provided by Home Group, if you have any concerns at all call us on 0345 141 4663. They will have ID so that you know they are attending on behalf of Home Group.

All contractors will carry approved identification. You’ll always be told the name of the contractor and what identification they will carry when they call.