Missed repair appointments

Around 95% of our repairs are done when we say they will be, but delays sometimes happen.

You can claim £10 compensation, if we make a repair appointment with you and our contractor doesn’t turn up when we say they would.

How you can apply for compensation                 

To qualify for compensation, you must let the the customer contact centre know within 2 working days of the missed appointment. Staff at the centre will send you a claim form.

You must make a claim within 30 days.

Can I claim online?

If you prefer, you can complete a compensation form online. 
Remember to let the customer contact centre know to make sure you qualify.

What checks will be made?

When we receive your claim, we will check to see if we have a record of your missed appointment on our repair system. We will also check your claim with our contractor.

When will I know the result?

We will write to you to confirm our decision, usually within 10 working days of receiving your application.

How you will be paid

You will receive a cheque for the full amount (bank transfers available on request).

However, if you owe us money we will deduct the amount you owe from your payment, for example, for rent arrears or if you are a homeowner, for service charge arrears. 

Overdue repairs

Under right to repair regulations, you can have certain small urgent repairs done within set time limits. These are called qualifying repairs.  

If we don't complete a qualifying repair within the time limit, you have the right to ask us to get another approved contractor to do the work.

If this contractor fails to do the work, you may get compensation. You can find out more about overdue repairs from the customer contact centre.