When you report a problem to us, we will contact you as soon as we can to book you an appointment.

Appointments

The length of time you will need to wait for your appointment will depend on how urgent your problem is.

We will give you at least 24 hours' notice of an appointment, except in emergency situations.

Appointments for inspections 

Sometimes we will need to send someone to visit you first, so they can get more information about the problem and help us understand how to repair it.

We carry out inspection visits from Monday to Friday, between 10am and 4pm. We will give you either a morning or afternoon time slot when we confirm your appointment.

Once we have inspected your problem, we will be able to tell you whether we can repair it and book you a follow-up appointment for a repair if necessary.

Appointments for repairs 

When we confirm your repair appointment we will offer you a time slot.

Most of our repair appointments are from Monday to Friday in the morning or the afternoon. Sometimes we can offer evening or Saturday appointments if we can repair your problem without disturbing your neighbours.

If we can't repair your problem in one working day, we will offer you a follow-up appointment.

If you can't attend your appointment

If you won't be at home to let us in during the appointment time, please let us know by calling 0800 052 1183 so that we can reschedule.

If you don't receive an appointment

If you don't hear from us within 5 working days after you have asked for a repair, please get in touch with us.

• If you asked for your repair online, call the contact centre on 020 8921 8900
• If you asked for your repair over the phone, call the repairs team on 0800 052 1183
• If your problem is a gas problem, call the gas team on 0800 317 715