Understanding the repairs journey

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On average we receive 600 repair requests each week.

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.
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If we cannot fix it or need to send another trade we will make a new appointment with you before we leave if possible.

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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.

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We will carry out the repair on the first visit if we have the parts on the van.
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.