Repairs

Sometimes, things just go wrong. And when they do, you'll need to know what to do.

Whatever the situation, you can be sure that we will endeavour to carry out the repair to a high standard within a prearranged time frame.

Help! I need a repair!

Don't panic. The first thing to do is report the repair.

What can I expect? 

We aim to provide an efficient repair service and pride ourselves on our high standards. We have set up a repairs procedure that ensures that we will carry out the repairs within a specified length of time, depending on the importance of the repair required. We grade our repairs as emergency, urgent and routine, and respond accordingly. If you think we have not carried out a repair to a good standard, please contact us.

How long will it take?

That depends on the type of repair required. It's vital that you report the need for a repair promptly, particularly if it is an emergency.

If it is an emergency, we will aim to have the appropriate contractor at your home within two hours of reporting the repair.

If the repair is urgent, we will aim to carry out the repair within three working days from the date that you reported the repair.

If the repair needed is routine, we will aim to carry it out within fifteen days - and within ten days if the repair is electrical or there is damage to glazing.

How much will it cost?

Although we will pay for most repairs, do remember that the cost of some repairs will have to be met by you. For instance, if you lock yourself out and contact us to get a locksmith, you will be responsible for the cost!

If we have to call out an emergency contractor on your behalf to an incident which we do not consider to be an emergency, we may ask you to pay us the difference between the contractor's standard call-out fee and their emergency call-out fee.

What if I'm not happy with the service?

We always try to carry out repairs within the time scales and to the high standards that we set ourselves, but things do sometimes go wrong. If you're not happy with the service you've received, contact us or read our Right to Repair policy, which sets out your rights.