WE'RE CHANGING HOW WE HANDLE REPAIRS APPOINTMENTS WHEN YOU'RE NOT HOME
DID you know that one in six repair appointments end with a ‘no access’ visit’?
That means our teams spend hours driving back and forth , only to leave without fixing a thing because you're not around when we arrive for the appointment. And it costs over £150,000 every year.
That’s money we’d much rather invest in your home and improving our repairs service.
To help us do that, we’ve updated our Access Policy. Here’s what you need to know:
Routine Repairs
- If you miss a pre-arranged appointment, you’ll have seven days to rearrange before we cancel the repair.
- After that, you’ll need to contact us to book a new appointment.
Emergency Repairs
- If we can’t get in, you’ll have 24 hours to rearrange before cancellation.
What We’ll Do
- We’ll always leave a calling card and take photos as proof of our visit.
Safety First
- For hazardous repairs (like Damp & Mould), we’ll make three visits and won’t cancel the job.
- If access is still refused, we may involve our Neighbourhood team or take legal action because keeping your home safe is a must .
Need to rearrange?
Life happens - we get it! If you need to cancel or change an appointment, just call our Customer Experience Advisors on 0300 123 1222 and we’ll find a time that works for you.
Together, we can cut wasted visits, save money, and make sure repairs happen when you need them. Let’s make every visit count!