Repairs Backlog FAQ

Why am I still waiting to have my repair done?

Our teams have been working extremely hard since summer 2021 to increase the number of confirmed appointments and reduce the repairs backlog that built up during the lockdowns and restrictions in place throughout the Covid pandemic. 

We have also had some challenges with resourcing materials as well as recruiting into our trades teams.

We have made good progress in this regard, however, we know we need to do better in some geographical areas.

What are you doing to address the backlog?

We are addressing the backlog in a number of ways:

We are offering some customers with outstanding repairs (pre May 2022) appointments outside of our normal working hours.  We are contacting customers who are affected to offer them these appointments.

We are recruiting for additional trades colleagues.  Due to a national shortage within this sector, we are struggling to recruit.  If you, or someone you know, maybe interested in a role with our Property Care team then please take a look at our vacancies page: Search Jobs (

Customers with outstanding repairs (pre 23 May 2022) are being contacted by our Voice automated system, Voicescape to see if their repair still needs attending to.   

What if my repair is an emergency?

Please continue to report any emergency repair requests to us as you normally would and we will attend as a priority.

An emergency repair is classed as:

  • Uncontainable mains water leak

  • Total loss of water to property

  • Total failure of heating (October- April)

  • Total loss of electrical supply

  • Unsecure property

  • Failed smoke, heat or CO2 alarms

  • Blocked or overflowing mains waste/single toilet blocked at property


I have a repair booked in but want to change the appointment

If you need to change or cancel a repair you must contact us and let us know. Please be aware that this may mean your appointment is rescheduled to a later date. 

Please note if you need to change an appointment for your annual gas service you will need to contact 0333 200 7304, this is to ensure that your annual gas safety check is booked within the required legislative period.

Thank you for your patience

We know how frustrating it can be having to wait for a repair to be done in your home and we are doing all we can to improve our service delivery times.  We are focusing on completing jobs that we have already started and on those we know have been waiting the longest for their repair to be completed.

Please note that 28% of all our work is delivered in the emergency category and we continue to deliver all these repairs within 24hrs.