We have a dedicated repairs team who book the appointments and check that repairs are carried out.
There are lots of ways to report a repair, the easiest is through our website as you can give lots of detail about the repair and let us know the most convenient time to carry out the work.
Here’s a look at what happens when you report a repair (this table will scroll on mobile devices):
|Emergency repairs||Always report by phone. We will respond within 24 hours.||We will carry out the repair on the first visit if we have the parts on the van.||We may make it safe and come back with the parts to make the repair.||
If we cannot fix it or need to send another trade we will make a new appointment with you before we leave if possible.
|Repairs via website||Give as much info as possible including availability.||If we have enough info we will email you a job number and appointment.
If not we'll contact you.
|Other repairs - via phone or social media||We will contact you to understand what, where and why the repair is needed, and who is needed to do it.||We will match an appointment to your availability and give you a job number.|
We respond to emergency repairs within 24 hours. Sometimes we will need to make it safe and return with the parts to fix it. If it is a heating issue we will leave temporary heating. Having no heating or hot water is only classed as an emergency between 1 November and 30 April.