Missed appointment schemes
If we miss an appointment
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 888777.
If you miss an appointment
Please remember to let us know immediately on 01332888777 if you need to cancel or change an appointment.
You wil need to notify us by
8.00am for an morning appointment
12.00 noon for an afternoon appointment
5.00pm for an evening appointment
9.00am for a Saturday morning appointment
If we have not received notification that you wish to cancel and you miss the appointment, we are now keeping a record of when we cannot get access at your home and will charge you £10 when you are not at home for a repair
We will look at each case individually and there may be exceptions to this charge if the appointment was missed due to an emergency.