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Our new repairs service – Your questions answered

We know that our repairs service has fallen below the standards we expect and that you deserve. We’ve reshaped how it’s delivered and appointed three new contractors, each responsible for a different region from 1 July.

You’ll have received more information on your new repairs contractor by post. We’re confident that this will lead to an improved service.

Below are some frequently asked questions and answers about the new service.

Will the full service be delivered from day one?

We’re working hard with our current and new contractors to ensure a return to our full service as soon as possible once the backlog of repairs is cleared.

How do I report a repair under the new contract?

You’ll still call us on 0300 123 1745 and use option 1. In the future, you’ll also be able to report and track your repair with your appointed contractor via an online portal. More information will follow.

I’ve got an ongoing repair, what’s happening with that?

We’re working through a backlog of repairs and are focussing on completing essential repairs first. Here's a list of what’s considered essential.

What will change under the new contract?

Repairs priorities

The new contract will have three repair priorities – emergency, urgent and routine. Please visit our repairs and maintenance page or read the information sent by post for more information on these categories.


Appointment slots will be Monday to Friday AM (8am to 12noon) and Monday to Friday PM (12noon to 5pm). There’ll also be an ‘Avoid School Run’ option (10am-2pm). Appointments won’t be provided for communal repairs but will be completed within the priorities above.

No access

Operatives will make two attempts to access your property to complete a repair. On each attempt, they’ll leave a calling card to let you know they’ve visited.

If they’re unsuccessful on the second attempt, the contractor can refer the job back to us to confirm that the repair doesn’t pose a health and safety risk before approving the cancellation. You’d then have to contact us again to re-book the work.

Will I be able share my views about the new service?

As ever, we really want to hear your views. Your feedback helped shape this new contract and will continue to inform the service you receive.

After all repairs have been completed, we’ll send you a satisfaction survey via text message to rate your experience of the service you’ve received. Replies will be charged at your standard network rate.

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