When carrying out repairs to your home:

We aim to:

  • provide a prompt, efficient and economic 24-hour repairs service
  • complete all repairs within a single visit, where applicable
  • achieve high standards of customer care and consistently high levels of customer satisfaction
  • ensure vulnerable customers receive a service which is appropriately tailored to their needs
  • ensure that all our homes are maintained to a high standard and that our customers live in safety, comfort and warmth

When carrying out a repair job, our Repairs team aim to:

  • ensure repairs are completed within the appropriate timescales
  • contact you before the appointment, where possible, to inform them they are on their way
  • always keep to the appointment time or, otherwise, contact the Call Centre to rearrange a suitable alternative time with you. Our Repairs team will give as much notice as possible should they need to cancel an appointment
  • always wear their name badge/ID card
  • be smart, clean and presentable, wearing the correct uniform
  • always let you know who they are there, introduce themselves and explain the reason for their visit
  • carry out the work to a high standard, respecting your property and contents at all times
  • give full attention to you and be professional at all times
  • arrange another appointment with the Call Centre if they are unable to complete the work, and clearly and simply explain to you what will happen next
  • leave the work area clean and tidy