We can't help if you're not home

Appointments Allowing Access Repairs 16/10/2023

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Each month, we have over 400 missed appointments so it’s really important that you let us know as soon as possible if you’re not going to be home.

This is time we could spend visiting other tenants and completing repairs. If you let us know that you won’t be home for you’re appointment, we’ve got time to schedule in other jobs.

If you miss your appointment, you’ll have to request a new one which could mean you’re waiting another few weeks to get your repair sorted.

When do I need to allow access?

You need to allow access for any appointments you book with us, or if we need to undertake safety checks. This could be:

  • A repairs appointment
  • Your annual gas safety check
  • An electrical safety check (every 5 years)

If you’ve booked an emergency repair or there’s a risk to the safety of yourself or your neighbours and you’re not home when we visit, we might have to force access to your home.

To make sure we can enter your home, we need someone over the age of 18 to be home. If someone over the age of 18 isn’t home, we won’t be able to carry out your appointment unless it’s an emergency.

How do I cancel or change my appointment?

If you know you’re not going to be home and need to cancel or change your appointment, you can call our Customer Hub on 0345 60 20 540.

You can also use the repairs feature on our customer app to raise, change and cancel appointments. You can cancel a repair up to 24 hours before your appointment time and change your appointment up to an hour before. If you need to change your appointment less than an hour before your slot you’ll need to call us on 0345 60 20 540.

Find out more about how to book appointments through our app here.

To find out more about allowing access and when we’ll need to enter your home, take a look at our webpage.