Follow up a repair

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).

We’re doing our very best to keep to our standard repair times but the current situation is making that difficult in some areas. We’re prioritising emergency and safety related work and some repairs that are not emergencies could take up to 12 weeks to complete. You can be confident that we have your repair details logged and either a Home Group colleague or one of our Contractor Partners will keep you informed of progress.

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).