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Maintenance and repairs

Follow up a repair

You've reported a repair. Here's what happens next.

Image: Follow up a repair

I've reported an emergency repair. What happens next?

If your repair is an emergency, we aim to have a contractor with you in six hours of you contacting us and we aim to have the repair completed in 24 hours. When we come out, if the repair is more complex than we first thought, we may need to come back. This could be to fully fix the repair or if a follow up non-emergency repair is needed (for example, plastering).

I've reported a non-emergency repair. What happens next?

We aim to attend and fix non-emergency repairs in 14 calendar days.

If you report a repair using our online repair form you can choose a time that’s most suitable for you by selecting the best day and letting us know if morning or afternoon is best. You can also ask us to avoid times that don’t work for you, for example, during school run times. If you report your repair to our customer service centre you’ll receive written confirmation of your repair booking. You can choose to receive this by either SMS, email or letter; we might ask you to confirm your most up-to-date details.

Once your repair has been reported there’s no need to report it again through a different method. Reporting your repair multiple times by different methods may duplicate your enquiry and cause a delay. Our contractors will try to get in touch 24 hours before any repair and send a text or call you when they’re on their way (providing you have given us your contact mobile or telephone number).

Get in touch

If you need to contact us join Live Chat or call us on 0345 141 4663.

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