When you report a repair we will give the repair a priority category depending on how urgent it is.
Sometimes we will need to visit you to look at the problem and see what work is needed. We will assess all repairs to decide who is responsible for them.
If you call us out for a repair that you are responsible for we may charge you, so if you’re not sure please check on what repairs we will do for you.
For larger repairs an appointment for a maintenance surveyor to visit you at home
How we prioritise?
If it poses an immediate threat and is an emergency we aim to come out to you within two hours.
If the problem will affect your day to day living significantly, this will be treated as urgent and we aim to come to you within 24 hours.
If it is a routine repair we aim to come out to you within 20 working days.
You will be given a slot of between 2-3 hours and an operative will then:
- Call within the time we have given you for emergencies
- Or call on the agreed date and time of your appointment slot
- If they call and you are out, they will leave a card asking you to contact Housing Direct to make another appointment
Access in an emergency
In an emergency please let our workers and contractors in immediately.
If we cannot contact you in an emergency we may need to force entry. In this case, we will not leave without securing your home and will leave our contact details.
If we need to access your home for any reason, other than an emergency, we will also contact you to request an appointment giving you at least 48 hours notice.
Unhappy with a repair?
If you are not happy with a repair that has been carried out, please contact the Customer Service Team on 0207 527 7701 or email firstname.lastname@example.org.