Responsive repairs

We will:   

• Make it easy for you to report repairs – offering a range of options so you can contact us in a way and at a time that suits you.
• Be available 24/7 for emergency repairs – giving you peace of mind that we’re here when something urgent goes wrong.
• Set up appointments that work for you – we’ll agree on a day and timeslot for urgent or routine repairs and send a text to confirm. If we can’t reach you, we’ll book the next available slot and notify you by text. If that doesn’t work, just let us know and we’ll happily rearrange.
• Keep you informed if anything changes – if we can’t make your appointment, we’ll contact you to explain and reschedule.
• Let you know when we’ve visited – if you’re out, we’ll leave a card so you can get in touch and rearrange your appointment.
• Fix as much as possible on the first visit – we aim to resolve 70% of repairs on the first visit. If we can’t, we’ll explain why and what happens next.
• Keep you informed every step of the way – before starting any work, we’ll tell you what work we’re doing, how long it should take and what you can expect when it’s done.
• Treat your home with care – we’ll respect your space and belongings, leaving everything as we found it.
• Check our work regularly – we’ll review a sample of repairs to ensure we’re delivering a quality repairs service.
• Listen to your feedback – we’ll ask for your thoughts through online surveys and use what you tell us to improve our services.