What you need to know before your repair

Before our operative arrives, please move any furniture, ornaments, or personal belongings away from the space where the repair will take place. This allows us to work safely and efficiently without obstruction. It also protects your belongings from accidental dust, debris, or damage. By clearing the area in advance, you’ll help ensure the job can be completed more quickly and with minimal disruption.

For everyone’s safety, it’s important to keep pets and children well clear of where our team is working. Repairs often involve tools, equipment, and materials that could pose hazards. Keeping the area free of distractions allows our operatives to concentrate fully on the task and reduces the risk of accidents. We want to make sure the repair is completed safely and your household remains protected throughout the visit.

If you live in a flat or shared building, please make sure our team can reach the area where the repair is needed. This may include unlocking shared entrances, corridors, or service cupboards. Without access to these areas, we might not be able to carry out the work as planned. Ensuring clear and open access helps prevent delays and avoids the need to reschedule your appointment.

Some repairs may need additional equipment such as scaffolding, lifting gear, or other specialist tools. If that’s the case, we’ll let you know beforehand and explain what to expect. Our aim is to plan this work safely and efficiently, with as little disruption to you as possible. You don’t need to make any arrangements yourself — we’ll handle all the details and keep you informed throughout.

We understand that plans can change, and sometimes you might not be able to keep your repair appointment. If that happens, please let us know straight away. This means we can rearrange your visit for a time that suits you and offer the original slot to another resident in need of repairs. Early notice helps us keep our service running smoothly and ensures that everyone receives support promptly.

You’ll be given an estimated time window for when our operative is expected to arrive. While we do our best to keep to schedule, travel times and previous jobs can occasionally cause delays. When we arrive, we’ll introduce ourselves, explain the work to be done, and confirm any details with you before getting started. This helps ensure you know exactly what’s happening and can raise any questions before the repair begins.

All our operatives wear official uniforms and carry company identification badges for your peace of mind. The ID badge will clearly show their name, photograph, and our organisation’s logo. Please always ask to see it before allowing anyone into your home. This helps to confirm that the person at your door is a genuine member of our team and ensures your safety and security.

Our operatives are committed to carrying out all work safely, respectfully, and to a high professional standard. They will treat your home with care, use dust sheets or protective coverings where necessary, and tidy up once the job is complete. We aim to make the repair process as smooth and stress-free as possible while maintaining high safety standards throughout.

Sometimes our operative may find that further work is required to fully resolve an issue. If that happens, they’ll explain the situation clearly and arrange for a follow-on appointment to complete the repair. This ensures that the job is done properly and to the right standard. We’ll keep you informed of the next steps so you know exactly what to expect.

After the repair has been completed, we’ll confirm what happens next. In most cases, that will be the end of your repair, but occasionally follow-up checks or additional work might be required. We’ll let you know if this applies to you. Our goal is to make sure the problem has been fully resolved and you’re satisfied with the result before we close the job.

If something isn’t quite right after the visit, or if the problem returns, please contact us as soon as possible. We’ll arrange for someone to come back and put things right. You can also get in touch if you need to reschedule for any reason. Prompt communication helps us resolve any outstanding issues quickly and ensures you continue to receive the support you need.

After your appointment, you may receive a short survey asking about your experience. Your feedback is very important to us — it helps us understand what we’re doing well and where we can improve. Taking a few minutes to share your thoughts ensures we can continue providing the best possible service to all our residents.