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

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, please email the Customer Service Team on ContactUs@derbyhomes.org. 

If you miss an appointment

Please remember to let us know immediately on 01332 888777 if you need to cancel or change an appointment.

You will need to notify us by:

  • 8am for a morning appointment
  • 12noon for an afternoon appointment

If we have not received notification that you wish to cancel, we will charge you £10 if you are not at home for a repair appointment.

We will look at each case individually and there may be exceptions to this charge if the appointment was missed due to an emergency.