Our repairs service: an important update

Published: 05/08/2021

Recently it’s been taking longer than we’d expect to complete essential repairs on your homes and communal areas – we’re sorry if you’ve been impacted by this.

Like many other industries, since the UK left the European Union, we’ve found it challenging to obtain the materials and resources we need to carry out all repairs within our standard service level agreement (SLA) of ten working days. Covid-19 has further exacerbated this problem, increasing demand and putting more pressure on the supply of materials.

We’re working hard with our repairs partner Mears to improve this situation and reduce the volume of repairs outstanding, which includes bringing in extra resources and reviewing how jobs are scheduled. 

We also recognise this has impacted call waiting times, as an increased number of people are phoning us about their repairs. To make sure you can get hold of us quicker, we’re putting additional investment into our Customer Contact Centre. If you do contact us, our busiest times are usually over the lunch period, and throughout Mondays, so you may wish to avoid these times. Please also remember that you can get in touch and talk to us in real-time through our Live Chat service.

The easiest way to book your repair is still through our online appointment booking system where you can pick a two-hour slot that suits you. You can access this through your online account.

Whilst we get things back on track, we’re temporarily extending our target timeframes for completing essential repairs, to 30 working days. We will continue to prioritise any emergency repairs.

Thank you for your patience and understanding as we work to improve your repairs service – we’ll keep you updated on our progress.

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