Make sure you are home when our operatives call

Between 2017 and 2020, missed repairs appointments cost more than £160,000. This is money that could be spent on installing new kitchens, bathrooms, and other improvements to our homes.

Following an independent review of our repairs systems in 2019, we have made some changes to what happens if you are not home when our operatives come to do your repairs.

What happens if you are not home when we come to do your repair?

If you are not home when we come to do your repair, our operative will report this as a ‘no access’ visit. You will then have to contact our team to rebook your appointment.

If you do not do this within 24 hours of your missed appointment, the job will be cancelled.

Where tenants book and miss multiple appointments, the housing officer will be notified, and further action may be taken to allow our team to access the property.

Why have we made these changes?

Alongside the cost savings, which can be invested back into our homes, the new process will reduce the amount of time we spend rebooking appointments, make more appointments available for other tenants and ensure that our repairs team provides the best value for money service.