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When you contact us let us know:

• Your name, address and phone number
• Details of the item that needs repairing
• Whether you are hard of hearing or have difficulty getting to the door when someone calls.

The repair is recorded

• Details of your repair will be entered onto our computer system.
• We will tell you how soon we will respond. See Response times.
• We will place an order, or we will make an appointment for a technical officer to visit your home to look at what needs to be done.

We will arrange the repair

• We will ask you for a phone number where we can contact you
• We will discuss what times are convenient for the repair work to be done.
• For urgent and routine repairs, a two hour appointment slot will be offered between the hours of 9am to 7pm Monday to Friday, and 9am to 1pm Saturday.

We will confirm with you the following:

• the date of an appointment agreed with you
• the job number and a description of the work to be done
• a target date by which the repair should be completed.

Warning - check identity cards!

Before you let anyone into your home to carry out a repair or gas service, you should check their identity card and works order to ensure they are genuine. If you are not sure, ask them to stay outside and phone your local TMO.

You need to be aware

• We may need to inspect your repair to decide exactly what work needs to be done
• If it is an emergency, you must stay in your home until an operative arrives
• Outside normal service hours we will only respond to emergencies
• If you exaggerate the urgency of the problem to get a quicker (emergency) response, we may charge you the emergency call out fee
• You must arrange the repair of any damage that you cause, any repairs that are not a result of fair wear and tear, and repairs that are your responsibility under the Tenancy Agreement.
• Operatives can refuse to work in your home if they believe their health and safety is at risk or if they experience abusive, threatening or antisocial behaviour towards them. We will write to you giving the reasons.

When work is going to be done in your home

• We will tell you if you need to move or protect any furniture, or if you need to lift any floor covering you have put in (carpets, laminate). You should do this before the operative arrives, but if you cannot do this or cannot arrange for someone to do it for you, you should let your local TMO know. If our operatives have to do this because you haven’t made any arrangements, we accept no responsibility for damage
• You or another responsible adult should be in the home while operatives are working in the home. This person should be at least 16 years old
• You need to make sure that everyone is safe while operatives are working. For example, keep children and pets away from the work area
• In bad weather conditions (such as severe frost, heavy rain or gale force winds) we will always make things safe but operatives may not be able to carry out a full repair at the time. This is for their own safety, and yours too.