Prioritising repairs

We aim to provide the most convenient repairs service to you. This means that we don’t set timescales for carrying out repairs, and instead, we work with you to arrange the works at a mutually convenient time.

Our contractors will contact you to arrange a time that suits, and once the appointment has been arranged, you’ll be able to track the repair on your account. We’ll even send you a little reminder by text within 24 hours of the agreed appointment. If you need to change your appointment it’s important that you contact us to rearrange. Find out more about our 'Appointment standard' here

As a general rule we’ll treat any job as an emergency when there is a serious, immediate risk to your health and safety or the security of your home. These are the jobs our contractor will deal with first and, where possible, by appointment.

If we’re called out to an ‘emergency’ which turns out not to be so, we’ll charge you for the call out and works.

Here's a list of works we class as an emergency: