When it comes to Emergency, Urgent, Routine and packaged Repairs, we will:

• respond to all repairs within our standard time frames

• offer you an appointment time for your urgent, routine and packaged repairs:

• inform you of the approximate duration and scale of the repair at the time of making the appointment and inform you of the arrangements you need to make before we carry out the repair.

• consider your personal circumstances in deciding the priority of your repair.

• consider the cultural or individual requirements of minority groups and those customers who are elderly, or whose disability means they require an enhanced service

• inform you if we need to make an appointment for a Technical Manager to inspect the work before we can carry out the repair.

• send a text receipt of appointment via a message service to either your landline or mobile telephone.

• send a reminder of your appointment via our message service 24 hours prior to the appointment.

• comply with our legal responsibilities, health and safety and codes of good practise.

• complete repairs “Right First Time where possible.

• be presentable, courteous and behave in a proper and professional manner at all times.

• respect your property and protect it where necessary and leave everything clean and tidy when we have completed the repair.