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 0333 200 7304

Feedback about your repair

If you have had a repair carried out in the last two days by one of our team or contractors, you may receive a call from Voicescape - a third party company who collect customer feedback on our behalf. This is a chance to tell us about the service you received and give us honest feedback so we can improve what we do for next time.

Any information collected will only been seen by a small number of Waterloo Housing employees and Voicescapes will not retain any of your data. If you report any problem(s) with our service, we will give you a call back within 5 working days to discuss.  If you have any questions or want to opt out of the survey, please email realtimesurveys@waterloo.org.uk. For more information take a look at our Feedback to us document.

Waterloo Homes residents

If you are a shared owner, leaseholder or market rent tenant, please go to the Waterloo Homes website

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