Our repairs service is currently experiencing high demand, which may mean slightly longer waiting times for customers than we would normally expect. This is also causing high numbers of enquiries to customer services, which may lead to delays if you need to contact us.
We are sorry if you have had to wait longer for your repair to be completed than you would normally. We are working hard to make sure repairs are being completed as quickly as possible, which you can read more about below.
You can also help us to complete repairs quickly, which you can read more about below. This includes allowing us access to your home for appointments to complete scheduled repairs.
What are we doing to deal with the high demand for repairs?
- We are putting as much focus on repairs as possible, making as many colleagues available to complete repairs as we can. This will help to reduce waiting times for customers who are waiting for work on their home to be carried out.
- We are continuing to recruit additional colleagues to our teams, especially in areas where we are seeing higher demand for repairs.
- We have launched a new tool so that we can complete some types of repairs faster than before and help us get things right the first time.
- We are prioritising repairs where there is a risk to health and safety, however we are working hard to complete all repairs as quickly we can.
- We are contacting customers ahead of appointments to remind them of the scheduled time and to check they will be able to provide access to their home. This includes texting the day before and calling a few hours ahead of the appointment.
How can you help us complete repairs quickly?
You can play your part in helping us to deal with the large volume of repairs requests we are getting.
One of the most common delays we are facing is not being able to access homes to complete repairs, as no one living at the property is at home. Each year we have to attend around 12,000 repair appointments more than once due to not being able to access homes, which unfortunately adds to the volume of repairs we have to complete.
To help us work through the requests we have, there are a couple of things you can do which will help:
- If you have an appointment booked for your repair, make sure that you are at home and can let our teams in to carry out the work. We understand things change, so if you do need to rearrange please contact us to let us know in plenty of time so we can give the appointment slot to someone else and arrange a new time to complete yours.
- If your repair is less urgent and does not impact your health or safety, please report your repair online if you can. You can also make use of our solve an issue tool, which helps you to fix smaller problems in your home which do not require us to repair them.