New target repair times for better customer service

Eight years ago we said we would respond to all requests for emergency repairs within 12 hours. After listening to customers we feel it’s appropriate to move back to a 24 hour service where there is no risk of harm to a person or property.

Customers have generally said that where something can wait a few hours, they would prefer us to attend the following morning than have the inconvenience or feel the uncertainty that can come with a visit during the evening or through the night.

This small amount of extra time to plan a repair, which we promise to do the following morning, should also make a big difference to the number of call outs that we’ll be able to fix first time.

We have discussed this change with members of our Operations Committee and Board. They feel it makes sense and support us in introducing it from April 2019.

We assure you that it won’t stop us from responding within 12 hours to urgent issues like if your home has no power, a burst pipe, is raining-in, or left unsecure by a broken window or door. We will also respond to extreme emergencies like exposed wiring within two hours.

The move from a 12 to 24 hours repairs service is for things that can wait until the following morning such as containable leaks, no power to upstairs sockets, and no hot water or heating. If you’re vulnerable then we would still provide you with temporary heating.

Phone us on 01204 328000 to report an emergency repair, 24 hours-a-day, 7 days-a-week.

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