Repairs and Maintenance Policy

13.1. Where requested, customers must allow access for pre-arranged appointments. Should the customer fail to allow access then the repair will not go ahead.

13.2. If a customer fails to keep an appointment, they will be informed by a card being left providing instructions as to next steps. If no response is received, the repair may be closed.

13.3. Where the repair is of an emergency or health and safety matter, we will continue to attempt to make contact and gain access to complete the repair and or make safe. We will take appropriate steps to gain access if not completing the repair or make safe poses a safety risk to other customers or the property. This could mean forcing entry into your home.

13.4. We will, where possible, work with the customer on obtaining access to carry out works and ensure they have the correct support.

13.5. Where there are repeated failures to gain access, if necessary, we may take enforcement action by way of injunction or possession proceeding to gain access to the property.

13.6. By not permitting access, we experience considerable costs and inconvenience. We reserve the right to charge customers for the call out costs should no access be a continuous issue at the property. This will only be done following an investigation into the circumstances and frequency of no access instances.