Repair priorities and appointments

When you report a repair, we’ll book a convenient appointment with you for one of our specialists or contractors to visit your home. We always carry identification and our contractors will have a letter of authorisation.

Please make sure someone over 18 is at home for the duration of our visit.

We will prioritise repairs in line with the three categories of repairs we work to:

Emergency repairs
Routine repairs
Planned responsive repairs

We also complete programme works as part of our ongoing investment in homes.

Please see our Responsibilities page for more details

Appointment times

When you report your repair, please tell us which appointment you’d prefer.

Morning appointment: between 8:00am-12:00pm
Afternoon appointment: between 12:00pm-4:30pm
Avoid school run appointment: between 9:30am-2:00pm
Any time: between 8:00am-4:30pm

Avoid times

Let us know if there are times you can’t make, and we’ll try to avoid them.

Call before visit

You can ask us to call you when we’re on our way to your appointment to give you time to get back home.

If you can’t make it

If you (or someone else over 18) can’t be at home when we come, please reschedule your appointment online or contact us and we’ll book another convenient time with you. Remember, it can help reduce waiting times for all our customers when you tell us in advance if you can’t make it.