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Changes being made to options on our repairs phone line

We’re making changes to the options customers hear when calling our repairs telephone line.

As of Friday, 1 December, when you call us on 0800 111 4013 and press option 1, followed by option 2 for repairs, you’ll no longer hear options for new repairs and existing repairs.

Instead, you’ll be asked to press 1 for emergency repairs and 2 for all other repairs.

We class an emergency repair as an issue that puts your health, safety or security at immediate risk, or when the structure of your home could be harmed.

Examples include an insecure door or ground floor window and substantial leaks that cannot be isolated or contained.

Leanne Whalley, Contact Centre Manager, said: “We’ve decided to make this change to improve the service that we provide to our customers.

“By having these new options, we’re able to easily identify customers who are reporting emergency repairs. These need dealing with quickly to ensure the health, safety or security of our customers isn’t at risk.

“Please only press option 1 if you’re repair genuinely is an emergency.”

A full explanation of what is deemed an emergency repair can be found here. 

If you press option 1 and your repair isn’t deemed an emergency, your call won’t be dealt with and you’ll need to redial and select the appropriate option.

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