What happens after you ask for a repair

We will contact you as soon as we can to book you an appointment.

Appointments

How long you'll need to wait for your appointment will depend on how urgent your problem is.

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

Inspection appointments

Sometimes we'll 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'll give you either a morning or afternoon time slot when we confirm your appointment.

When we've inspected your problem, we'll be able to tell you whether we can repair it. We'll book you a follow-up appointment for a repair if necessary.

Repair appointments

When we confirm your repair appointment we'll 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 cannot repair your problem in one working day, we'll offer you a follow-up appointment.

If you cannot attend your appointment

If you will not be at home to let us in at the appointment time, call us to reschedule, on 0800 052 1183.

If you do not receive an appointment

If you do not hear from us within 5 working days after you asked for a repair, you can contact 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.