Repairs update
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 have been working hard to reduce the number of repairs we have in progress.
- We’ve recruited an extra 20 colleagues, plus four dedicated glazing specialists to reduce waiting times for window and door repairs.
- We’ve changed how we classify inspections to reduce the number of times a tradesperson needs to visit a property. This helps get the job done in one visit, saving time and improving the overall service.
- We’ve split our responsive repairs team and programmed repairs team into two different teams. This helps us allocate jobs better and plan more efficiently, leading to faster and more accurate responses.
- 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
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.