What happens when I report a repair?

You will be asked to provide as much information as possible regarding the repair. Our staff will help you to describe / identify the problem. By supplying accurate information we may be able to speed up your repair.
You will also be asked for access times so we can action the reported repair, this can be morning and/or afternoon access each weekday.
Rather than asking you to provide extended access for minor internal repairs we can offer an appointment when they are reported via the Repairs Contact Centre. Under this arrangement, callers are offered on a morning (8:30am - Noon) or afternoon (Noon - 4:00pm) appointment on a specific day.
For those who need appointments outside of working hours, we can now offer an early evening appointment during the week up until 7.00pm, or a Saturday morning appointment from 8.00am - 12 noon.
Urgent repairs fall into the category of Priority 1, 2 or 3 and are undertaken quicker than non-urgent repairs. Such works are undertaken within a maximum of seven working days, making it easier to agree suitable access times with you for the work to be carried out.
Once the details have been taken, the person taking your call will tell you what will happen next.

It will either be:

Passed to a Technical Officer who will call to inspect the reported repair. Once inspected, if repair work is required, a job order will subsequently be raised with the contractor. If no repair is required, you will be advised of this by the Technical Officer.

A job order will be raised direct with the contractor (without the need for an inspection) and a tradesman will call to undertake the repair.
We issue hard copy receipts for all reported repairs. These cover both the inspection (where one is required) and job order stages of the work. These are usually posted out the next working day after the repair has been reported.

Contacts

Repairs Contact Centre
Unit 10
Orde Wingate Way
Stockton on Tees
TS19 0GA
Freephone 0800 174491

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