What happens when you report a repair

We always aim to deal with your repair requests promptly and efficiently.

When you report a repair, we will:

  • make sure we have all the details we need - if you report your repair online or in writing, we may need to contact you for further information
  • prioritise your repair according to how urgent it is, and tell you how soon we will respond
  • place a repair order with the appropriate repair team or contractor - they will then contact you to arrange a convenient appointment.

Your repair appointment

Most repairs will be carried out between 8am and 6pm, Monday to Friday. You will either be offered an appointment when you book your repair, or our contractor will be in touch to arrange a convenient appointment with you

Anyone visiting your home on our behalf will carry an identification card. Do not let anyone in until you have seen their identification and are sure they are genuine. If you are in any doubt, please contact us.

Missed appointments

If you are unable to keep a booked appointment, please let us know at least 24 hours before and we will agree another date. If you are not at home when we call for an agreed appointment the repair will be cancelled and you will be charged.

You can view what repairs are currently booked at your property under the Repairs tab of Your Waterloo.

If our repair team or contractors are unable to keep a booked appointment, they will contact you to cancel. If they miss an appointment without contacting you, you will be entitled to compensation up to a maximum of £20.

Pre or post-repair inspections

Sometimes we need to inspect repairs before we can order the repair work. If this is necessary, we will arrange an appointment within seven days of receiving your repair request.

We also inspect a sample of all repairs that completed to check on the quality of our repair service.

If you have any questions about a repair you have already reported, you can find out more using the Repairs tab of Your Waterloo at any time, or you can call our Contact Centre on 0800 435 016 between 8.30am and 5pm, Monday to Friday.