Reporting Repairs

When you notice that something needs repairing, contact the office by telephoning the Customer Service Centre on 0800 970 6363.  The centre is open Monday - Thursday 8.30am - 6.00pm and Friday from 9.00am to 5.00pm. A Customer Services Officer will make a mutually convenient appointment with the contractor when you ring for all emergency and 3 day repairs. We will confirm the time and date of appointment by letter. Please keep this letter safe and to hand, to ensure that you are in when contractors arrive. For all other repairs the contractor will contact you directly to make an appointment. If you are not able to keep the appointment please ring the Customer Services Centre as soon as possible so they can inform the contractor and make another appointment.

Please remember that a missed appointment costs the association and contractor money. Therefore, if you break an appointment with a contractor that has been agreed with you in advance, you will be charged £30 for a wasted journey

Emergency Repairs

Emergency repairs can be ordered outside of the above hours by ringing the same number, 0800 970 6363, (free from most landlines) and following the prompts provided on the phone. Alternatively, you can ring the out of hours service direct on 01795 434411, however please note that this number is charged at premium rate and therefore we would always recommend that you ring the Customer Services number to keep your phone costs to a minimum.

When you are reporting a repair please provide the following information:

Your name
Your address
and, if possible a daytime telephone number

Please tell us as clearly as possible what is wrong, the location of the repair and as much information about the problem as you can to assist our contractors in dealing with the repair at the first visit

Identifying a Repair

If you are not sure about the type of repair you need, our Customer Service Centre staff will try to help in identifying the type of repair you have by asking a series of questions when you call.

Giving Access

It is a condition of your tenancy that you give us and our agents (i.e. contractors) access to carry out any repairs or inspect the property.  We try to give at least 24 hours notice, but this is not always possible in an emergency.  For routine repairs our contractors try and call at a time convenient to you, but they cannot visit at weekends or evenings unless in exceptional circumstances.