Standards We Must Keep

Our Repairs Standards

BEFORE

Here are the standards you can expect when you order a repair: 

- We will publish our repair deadlines for doing repairs. The more urgent the work, the quicker we'll do it. We will come to emergency repairs within three hours.

- You can order repairs online or over the phone. The online services is open 24 hours a day, seven days a week. The Southway phone service is open from 8am to 5.30pm for non-urgent repairs. You can report an emergency repair by phone 24 hours a day.

- We will immediately: order the repair; or arrange an inspection to check exactly what needs doing.

- If the repair is inside your home we will agree a convenient appointment with you, (either early morning, late morning, early afternoon, or late afternoon). The first appointment will be within our published repair deadlines. We will send you written confirmation of the appointment, if requested, unless it is to be done within the next two days.

DURING

- we will send one of our fully trained workers at the appointed time.

- they will show their ID and be polite and helpful.

- they will do the repair and tidy up afterwards.

- if they can't complete the job they will let you know why, what needs doing and makeanother appointment to do the work.

AFTER

 - if you are not happy let us know either by phone, 448 4200, or using our online form, Issue with Completed Repair.

- we always take a large sample of completed jobs and telephone our customers to ask how we performed.

- we will investigate and put things right.

-we will publish our repairs performance for our customers to see.