Doing repairs
How long will I have to wait?
We realise how important it is to provide you with an efficient
repairs service, and our aim is simply to send the right person, at
the right time, to fix the repair first time.
When you report a problem, we will make an appointment with you
for one of our contractors to come out at a time that will suit
you. Usually we can do this straight away. We will agree with you a
morning or afternoon appointment and we will ask the contractor to
ring you before they call to give you a better idea of the
time.
We will try to complete the repair at the first visit. Sometimes
this may not be possible, for example
- If the repair is an emergency (something that affects the
safety of people living in the property, or causes the risk of
serious damage to the property) then a priority might be to make
the situation safe and to complete the permanent repair later
- If a replacement part has to be ordered
However, if this happens then the contractor will make the
necessary arrangements with you to ensure that the job is
finished.
If the repair is complicated, we may want to inspect the fault
first before we send out a contractor. If we need to do this we
will make an appointment with you for one of our technical team to
visit. Sometimes, if a repair is going to be complex or expensive,
we may need to get quotations and to plan a programme for the works
and that may take longer to do. We will make sure that we keep you
informed about progress.
We will redecorate the outside of your home and shared inside
areas, and do any associated maintenance work that needs doing,
every five years, although we will first inspect your home to see
whether the work needs doing.
When we order a repair we will send you a repairs satisfaction
survey form. Please take the time to fill in and return the form
because it allows us to assess the quality of our service.
If you are not satisfied with any repair then you can complain.
Please talk to your Technical Officer or write to our Technical
Manager.
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