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Our service standards

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Our commitment

You can report a repair directly to the contractor for your area. To help us provide an efficient repairs service we will not carry out a pre-inspection of your repair unless we are unable to diagnose your repair when you report it to us.

What you can expect from us

We will tell you the category the repair falls into. This will either be emergency, urgent, routine or programmed.   

We will deal with repairs within the following timescales:

Emergency repairs:   24 hours

Urgent repairs:          7 working days

Routine repairs:        28 working days

 

  • We will confirm the works order number. This can be used if you need to contact us about the repair.
  • We will offer you an appointment if your repair is classified as urgent or routine.
  • We can only carry out these repairs if a responsible adult is in the home.
  • In some circumstances we may be able to offer an appointment in the early evening or on Saturday, but we cannot guarantee that this service will always be available.
  • If you ask us to, we will send you written confirmation of your repair. This will include the works order number, the time and date of the appointment, the contractor and the target completion date.
  • If you’re not in when we call to carry out the repair we’ll call you to see if you’re nearby and able to return to the property immediately.  If we can’t contact you we’ll leave a card for you to rearrange the appointment.
  • All our operatives and contractors will tell you who they are and will always show you their identify card
  • Our operatives and contractors will be polite, respect your home, cause minimum inconvenience and clean up after the work is finished. 
  • We will inspect a 10 per cent sample of work completed to check the quality of the repair.  We may also telephone you to check that you’re satisfied with the repair.
  • We will check and service gas appliances that we own in your home every 12 months.  This is a legal requirement and you must give us access to your home.
  • Our emergency service will operate 24 hours a day, 365 days a year.