There are many options available to you reporting urgent or non urgent repairs.

Each page has details of the different choices you have.

Next to each option, we have shown you which option is suitable for which repair.

Missed appointments scheme

As part of Derby Homes’ Customer Care Charter, we will pay you £10 if a member of staff makes an appointment to visit you and the appointment is not kept.

Until recently, this compensation did not include appointments missed by Derby Homes contractors who complete work on our behalf. However, Derby Homes has extended the scheme and you can now claim compensation if a contractor fails to attend a day-to-day repairs appointment and does not notify you by:

• 8am (for morning appointments)
• 12noon (for afternoon appointments)
• 5pm (for evening appointments)
• 9am (for Saturday morning appointments)

Compensation for missed appointments also includes other external contractors, but arrangements may vary.

Please note that you are only eligible to claim compensation for missed appointments if you are up-to-date with your rent or service charge.

If you would like more information about how the missed appointments scheme works, call the Enquiry Centre on 01332 7 1 1000.