Appointments and missed appointments

We offer an appointment system for all priority 2 and 3 repairs and for repairs that need to be inspected before they can be carried out.

If you report your repair through the call centre you will be offered an appointment when you call.  For all other methods of reporting your repairs we will notify you of your appointment in an acknowledgement letter. 

Appointments will be for either morning or afternoon on a specified date and we will try to make an appointment to suit you. If the repair appointment is not convenient you will have the opportunity to re-arrange it.

If you have requested a repair appointment and we have your mobile or landline telephone number, the day before the appointment day you will receive either a text message to your mobile phone or an automated voice message to your landline phone to remind you about the appointment. We hope that this service will help avoid missed appointments as sometimes we make appointments several weeks in advance and it can be easy for you to forget.  If you can't make the appointment there is the option to reply to the text message with the word "CANCEL".  If you do cancel the appointment you will need to ring the call centre on 0845 076 3636 to make a new one.

It is important that you make every effort to keep the appointment.  If you are out when the worker calls, they will leave a card. Ring the number on the card to rearrange the appointment. Please do not leave this until the last minute as we will cancel the repair if you do not contact us within 2 working days.

Reporting your repair

Out of hours repairs

Right to Repair

Your repair rights and responsibilities

Our repair responsibilities

Repair priorities

Standard and quality of repair work

Will you charge me for any repairs?

Gas servicing, gas fires and central heating

Gas safety

Frost precautions

Condensation and ventilation

Carbon Monoxide

Repairs - Our Service Standards