How long will repairs take?
When you call you may be asked to describe your problems in detail - this will help us to ensure that we provide you with the right level of service. You will also be asked to provide as many contact telephone numbers as possible.
If you report an emergency you should expect the following service:
- A telephone call within 20 minutes if additional information is required from you.
- Someone in your home within four hours to put an end to the emergency situation.
- Contact the next working day to establish if further work is required. Further work will normally be classified as Standard (see below).
If you report a Standard job (a standard job is anything which is NOT an emergency) you should expect the following service:
A telephone call within 24 working hours. (Working hours are Monday to Friday. Therefore if you call at 16.30 hours on Friday you will be contacted by 16.30 on Monday).
- Where the job requires labour only we expect to complete it within 10 working days.
- Where replacement parts are required we expect to complete the job within 20 working days. In rare cases where parts deliveries are held up by our suppliers then we may exceed the 20 days limit, we will contact you if this is the case.
- A letter from us explaining the jobs we have agreed to undertake and when we expect to complete them.