Repairs and Maintenance Policy

12.1. On contacting the service to report a repair, we will advise you of the timescale for the repair and arrange an appointment with you.

12. 2. If we hold a mobile number on our system for you, we will send you an automated text to confirm the appointment and remind you of the appointment the day before.

12.3. If we do not hold a mobile number for you but you or your advocate would like a text about the repair, then we can arrange for one to be sent to you. This is not an automated system.

12.4. If the repair is of a larger scale, we will make the appointments with you in advance and go through what work will be carried to help you prepare. These appointments could be confirmed by telephone, email or letter.

12.5. If we are unable to attend a repair at the agreed date/time we will always try to contact, you by telephone in the first instance.

12.6. If we are unable to contact you by telephone, we may leave a message or issue a text message or email to advise.

12.7. A new appointment will be arranged with you.

12.8. If we are at your home and unable to carry out the works, for example, additional materials are required that need to be ordered this will be explained to you and a new appointment agreed for the operative to return.

12.9. If our service is disrupted in anyway, for example by extreme weather conditions, we will update out telephony line and issue a statement on our social media platforms to let you know.