When you call us, we will need to know:
- Your name
- Your address & telephone number
- Details of the repair including what the problem is, where is it and the make of the defective item
When you call us, please help us by having your copy of the Repairs Handbook to hand.
If you are a Gold Service member or have a clear rent account, we will then log the details onto our computer system and issue you with a repairs reference number.
If your Gold Service membership has been suspended, or if you are in rent arrears, we will ask you to speak to our Legal Services Team to discuss your rent account. We will then log the details onto our computer system and issue you with a repairs reference number.
Some repairs will need inspecting by one of our surveyors. In these cases, we will make an appointment with you for one of our Surveyors to visit your home while you’re on the phone.
If your repair doesn’t need inspecting, we will make an appointment with you for one of our contractors to call at your home to carry out the repair.