What happens when I report a repair?

When you report a repair to us, you will be offered a time for us to carry out the work. For non-emergency repairs, you will receive a text or a call to confirm your appointment. You’ll also receive a reminder the day before.

On the day of the appointment, you’ll receive a call when we’re on our way. Please make sure that someone over the age of 18 is at home whilst the work is being carried out.

If we need to change the time for any reason, we’ll let you know at least 24 hours in advance and agree a new time that works for you. If for any reason you can’t make an appointment, please let us know by calling us on 0300 555 0600 or via the My Onward Portal.