By Telephone

Phone our Enquiry Centre

• Monday - Friday 8am - 8pm     01332 711000
• at all other times for emergencies only     01332 255208
or
• Minicom - for deaf or hard of hearing    01332 711080

If you want to discuss a repair you have already reported, please give us your repair order number. This helps us find the details on our computer quickly.



When you report a repair we will ask for certain information.

When you contact us we need to know:
• your name, address and telephone number
• details of the repair
• times that are convenient for a contractor to come and do the work
• whether you are hard of hearing or have difficulty getting to the door when someone calls.

We will tell you:
• whether the repair is your responsibility or our responsibility
• your repair order number
• a target date by which the repair should be completed

Your repair will be registered immediately and, for most repairs, we will place an order at the same time. We will send you a repair receipt by post.

For emergency or urgent repairs we will discuss when you can usually be at home, and the contractor will try and call you nearer the time.

For routine repairs we will offer you an appointment for a morning (8am - 12pm) or afternoon (12pm - 5pm) on a specific day. However, if an item needs to be ordered or made we will only make the appointment once the part is ready.

Sometimes we may need to visit your home before we can place an order for work. If this is necessary, we will arrange for a surveyor to come and inspect within 5 working days.

Contacting Us When work is going to be done in your home
• If we need you to move any furniture or remove any floor covering, such as carpets or laminate, we will give you 7 days advance warning. It is your
responsibility to do this before the contractor arrives. Please contact us if you are having difficulty arranging this.

• You need to make sure that everyone is safe while repair workers are working.

For example, keep any pets out of the way, and keep an eye on your children.
• Repair workers prefer you to be in the home while they work, so they can discuss with you any problems that arise.

• In bad weather conditions we will always make things safe but repair workers may not be able to carry out a full repair. This is for their own safety.

• All our staff and contractors are expected to be considerate and respectful towards you. We expect you and members of your household to behave in a similar way towards them.