Find out information about booking appointments
Q: How quickly can I get an appointment?
A: If your repair is an emergency, response will be within 24 hours. If your repair is not classified an emergency, then we will always try our best to give you the earliest available appointments and schedule as best we can to be convenient for you. Depending on the nature of the repair and the type of works involved, this may be within a week, two weeks, or longer. Our call agents will assess the urgency and current availability of the workforce and advise.
Q: What time is my appointment?
A: When you report a repair, you will be asked to provide your mobile number or email address so we can keep in contact with you. It is really important you provide this information, as we will send confirmation of your appointment time and reminder messages via text or email. If you have not received these messages, please call us to advise the so we can investigate this and ensure we have your correct details.
Q: How can I reschedule my appointment?
A: When you report a repair, you will be asked to provide your mobile number or email address so we can keep in contact with you. We will send confirmation of your appointment time and reminder messages via text or email, which will include a link to reschedule your appointment. If you have not received this message, please call us or your housing provider.
Q: I’m not home during the day.
A: We understand working a full-time job and home maintenance an be a difficult thing to balance. We always try to find appointments that will help fit in with your schedule, however we operate during normal business hours Monday to Friday, so there will sometimes be a need for someone to be at home during the day. Please advise our call agents of your working hours when you report your repair and we will always try to facilitate as best we can.
Q: Can I contact my operative directly?
A: No, if you need to get a message to your operative about your repair, please contact us on 0345 266 0118. If you have provided your correct mobile number, you will receive a text message when your operative is en route to your property, this also includes a feature, where you can track their arrival time, please note this is subject to connectivity and job times.
Q: Are appointments available on the weekends?
A: Our standard operating hours are Monday to Friday, weekend works are limited to emergency classified repairs only.
Q: What happens if my operative hasn’t turned up?
A: We apologise if you were expecting an operative and they have not arrived for their appointment time. Please check for any text messages that may have been sent advising of any changes to your booking. Please also be advised that exact appointment times are rarely given, usually there is a morning or afternoon window that covers a number of hours, consider if it is possible this period is not yet over and your operative may be en route. If your time slot has been missed, our customer service teams should pick this up and contact you within 24 hours to reschedule, alternatively you can call us to reschedule your appointment.
Q: What shall I do if I receive a no access card?
A: Sometimes our operatives may leave a no access card if they have not been able to get access to your property by usual methods, such as ringing the doorbell. Please call the telephone number provided on the card to rebook your appointment. If you were home when you received a no access card, please advise our call agent so we can investigate this for you. It might be necessary to take note of any additional access information, e.g. a broken doorbell or if a resident is hard of hearing, might be in the garden, then our operatives can be advised for future appointments.
Q: There was a no access card but I was in?
A: If you were home when you received a no access card, please advise our call agent so we can investigate this and rebook your appointment for you. All our vans are tracked, and we also request engineers take a time-stamped photograph at your front door, so we can be sure they were at the property at the correct time. It might be necessary to take note of any additional access information, e.g. a broken doorbell or if a resident is hard of hearing, might be in the garden, then our operatives can be advised for future appointments.