Standards we must keep

Ordering a repair

Here are the standards you can expect when you order a repair . . .

  1. We will publish our timescales for doing repairs. The more urgent the work, the quicker we'll do it. We will come to emergency repairs within three hours.
  2. You can order repairs online or over the phone. The online services is open 24 hours a day, seven days a week (although it is closed one Sunday a month for maintenance). The Northwards phone service 03000 123 123 is open from 8am to 5.30pm. You can report an emergency repair by phone 24 hours a day.
  3. We will immediately: order the repair; or arrange an inspection to check exactly what needs doing.
  4. If the repair is inside your home we will agree a convenient appointment with you (either early morning, late morning, early afternoon, or late afternoon). The first appointment will be within our published timescales. We will send you written confirmation of the appointment, unless it is to be done within the next two days.

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