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Helping to make emergency repairs easier for you

Over the last year we’ve been asking you to share your thoughts on the services we deliver.

One of the things you talked to us about were the repairs in your home.

By listening to you, we've made a change to one of the ways we work.

Emergency repairs

When something doesn’t go right in your home, we want to fix it as soon as we can so you can get on with your day and have peace of mind.

When you have reported an emergency repair to us before, we’ve asked you to make yourself available for 24 hours.

We need to fix your repair quickly but we appreciate that everyone has busy lives, with errands to run, picking up the kids from school, going to work and sometimes there just isn’t enough time in the day.

To help you manage your day, we have now split our emergency repairs into two categories- ‘Same Day’ and ‘Next Day’.

If your repair needs to be fixed that day then firstly, we will call you back within one hour. Our Repairs Planners will give you an indication for when an engineer will be at your home.

The engineer attending will then call you when they’re on their way.

If your repair needs to be done the next day, we will call you before the end of the day to confirm your next day appointment. The engineer will call you when they’re on their way.

*Customers have already been giving us the thumbs up for these changes.

“Efficient”, “Really Good” and “Superb” is some of the feedback we’ve had so far when you’ve reported an emergency repair.

We really think that these changes will help but we’re continuing to listen to your feedback so we can improve on what we do.

Have these changes helped make life easier when reporting a repair? Or do you have an idea on how we can improve?

Tell us what you really think here.

*23 calls taken place between 4/6/15 – 10/6/15.

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