Your repair appointment
We are committed to carrying out all repairs in a timely manner and in accordance with our repair response times. Wherever possible, we will arrange an appointment that meets your availability.
You will receive regular text updates about your appointment.
If you are unable to keep the appointment, please let us know as soon as possible
If we call and there is no one home, we will attempt to contact you. If we are unable to contact you or cannot access the property, a ‘sorry we missed you’ card will be left, which informs you of what to do next to enable the repair to be completed.
All our staff and appointed contractors have ID cards, confirming who they are. They will show you their card when they arrive at your home and explain why they are there.
If you are unsure, for our staff call 0191 643 6485 to confirm their identity.
Priority repair times
Our priority response times have been agreed with involved tenants. An appointment will be allocated and attendance will be in line with the following priorities:
P0: Emergency out of hours repair time - two hours
P1: target response time - 24 hours
P2: target response time - three working days
P3: target response time - seven working days
P4: target response time - 30 working days
P5 target response time - 45 working days