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Booking a repairs appointment

Booking an appointment

When making a call to the Repairs Service Team, we will need the following:

  • Your name
  • Your address & telephone number
  • An idea of when you will be available to provide access
  • Details of the repair including what the problem is, where it is and the make of the defective item.

The Repairs Service Advisor will go through a series of questions with you to establish the severity of the problem, its impact on the household and whether you are eligible for the repair.

Rent Arrears

If you are a non-Diamond Service member, you will only qualify for essential health and safety repairs. If you have rent arrears and have not yet been placed on an agreement to pay these off, you will be transferred to a member of the Income Management Team. 

Appointments

When contacting us to report a repair we will organise an appointment for the contractor to attend at the time that is convenient for you. As long as a mobile number is provided, you will receive a text confirming your appointment and a reminder text on the day of the appointment.

The following appointment slots are available (Monday-Friday)

  • 8am - 12:30pm
  • 12:30pm - 5pm
  • 9:30am - 2:30pm
  • 8am - 5pm (for communal and external repairs only, where you do not need to be home to allow access)

Diamond Service customers are also able to opt for evening appointments (4pm - 7pm Monday to Friday) and Saturday appointments (8am till 2pm) in instances where they are not able to grant access during normal working hours.

Please ensure you are home for the duration of the appointment slot so our contractor is able to gain access to complete the repair. Repeat failures to provide access will result in recharges to yourself and a loss of Diamond Service membership. 

Identification

Always ask for ID before allowing anyone into your home to carry out repairs on behalf of Irwell Valley. If you are unsure they are one of our contractors, please call our Repairs Service Team on 0800 035 2210 or 0300 303 1558 (from mobiles) before allowing them access.

Inspecting the repair

Some repairs are more complex and cannot be easily diagnosed over the phone, we may then arrange for an Irwell Valley Surveyor to attend an appointment will be booked with you over the phone.

If your repair does not require inspecting, we will make an appointment with you for one of our contractors to call at your home to carry out the repair.

Our Unconditional Service Guarantee

Diamond Service members are entitled to our Unconditional Service Guarantee. Please contact us for more details.

Your ‘Right to Repair’

As a resident of a housing association, you have the “Right to Repair”. This means that for certain qualifying repairs, if we haven’t carried out your repair within a specified timescale, the repair will be completed and you may also be eligible for compensation. If our contractor does not turn up to a pre-arrange appointment then you may be entitled to £25.00 compensation.

To find out more about your Right to Repair, the criteria and whether you might be eligible for compensation, please contact our Asset and Technical Team on 0161 610 1000.

If you wish to report a repair, please fill in the form below. If you would like to speak to someone directly, please call Irwell Valley on our Freephone number 0800 035 2210 or 0300 303 1558 (from mobiles).

Report a repair

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