Cancelling and rescheduling a repairs appointment
We understand that sometimes your circumstances may change and this can mean that you are no longer able to make a pre-arranged appointment for a repair in your home.
However, we are seeing an increasing number of cases where appointments are not cancelled or rearranged and our repairs operative turns up to carry out the work but cannot get into the property.
This means that hundreds of hours each month are spent on unsuccessful appointments. This is happening at a time when we have significant demand for our repairs service meaning that some customers sometimes face a significant wait for an appointment.
If you cannot make an appointment, please let us know so we can free it up for another customer and rearrange your appointment for a more convenient time.
Our new approach to repairs that pose a serious risk to health
We are unfortunately also seeing more cases where customers are not allowing us access to their home to carry out emergency repairs and gas safety inspections.
Where an outstanding repair poses a risk to health and customers don’t allow us access to complete the job, we will be using enforcement powers to enter the property to carry out the work. Please read our policy statement and the explanation of what it could mean for you, by reading the ‘No access - enforcement’ policy within the policies and strategies section of our website.
What this means for you
Relying on enforcement is not how we want to work with our customers, but action will be taken when it is deemed necessary.
This may involve a court order requiring a customer to provide access. A breach of a court order can carry serious penalties. This can also be costly for the customer and may impact the health of customers or other members of their household.
So please always make sure you’re there to let us in when you have an appointment or if you have a reason why we cannot enter the property please discuss this with us as soon as possible by contacting our Customer Hub.