Repair response times

When you report a repair, we will give you an appointment slot that is agreed with yourselves. These timescales will depend on the urgency or priority of your repair.

If your repair is classed as an emergency we will arrange for one of our contractors to attend within 24 hours.

If your repair is classed as urgent, we will arrange for one of our contractors to attend within 7 calendar days (heating 3 calendar days).

If your repair is classed as routine, we will arrange for one of our contractors to attend within 18 calendar days (heating 5 calendar days).

Early morning, evening and Saturday morning appointments are available.
Did you know that we can offer repair appointments between 8am to 8pm on weekdays and on Saturdays up until 1pm? The appointment service has been put in place following feedback from our customers who work, or may struggle to make appointments during normal working hours.

Please speak with a member of our Customer Service Team on 0330 303 3000 who will be happy to arrange this for you.