Repairs update for October
Find out what we are doing to improve our repairs service and how long you may need to wait for certain types of repairs.
Our improved repairs service
We know getting your repairs done quickly is a key priority for customers. We’ve invested an additional £5m in our repairs service and made changes to improve things for you:
- We’ve recruited an extra 20 colleagues, plus four dedicated glazing specialists to reduce waiting times for window and door repairs.
- We’ve created a Repairs Booster Team who will do their best to complete all outstanding repairs in your home in the same visit, meaning less inconvenience for you.
- We’ve made it easier to report your repairs online from your mobile.
- We’re working through other improvements to the service based on your feedback and will continue to update you on what we are doing.
94.3%
Current wait times
FAQs
How are you improving the repairs service?
We have invested an extra £5m and 20 additional colleagues have been recruited to the service so we can carry out more repairs each day. Following customer feedback we have introduced a ‘Repairs Booster Team’ who complete multiple repairs during a single visit. We have also launched a new repairs satisfaction survey to gather your feedback.
We have now almost cleared the backlog of repairs that we had. Thank you for your patience while we focused on getting these done.
Click here for repairs updates and waiting times.When will my repair be completed?
You can use your online account to report your repair and choose from our best selection of appointments. Otherwise, your repair will be scheduled for the next available appointment.
If you report an emergency repair, we will attend the same day to make it safe and aim to complete the full repair within 24 hours.
Click here for repairs updates and waiting times.How do I book a repair?
You can also email us on enquiries@whgrp.co.uk (we usually respond within five working days), or you can call us on 0300 555 6666 (Monday-Friday, 8am-6pm).
Emergency repairs can be reported 24 hours a day on the same phone number.
Before booking a repair, please double-check it isn’t your responsibility to fix in our repairs and home maintenance guide by clicking here.
How do I cancel a repair appointment?
How do I give feedback or make a complaint?
If things haven’t gone as you expected or you’re unhappy with something we did, please let us know. We’ll work with you to understand what happened and do our best to put it right.
You can do this by filling in our feedback form. Click here for more information about feedback and complaints.
What should I do if I discover damp or mould?
If you discover damp or mould it’s really important that you let us know so we can work with you to resolve the problem. Give us a call on 0300 555 666 or report it online.
Dealing with damp and mould.