When ordering a repair we will:

• Answer requests quickly and communicate as clearly as possible
• Make sure that our service meets your needs by listening to what you say
• Not make promises we cannot keep
• Inform you of what will happen with your repair and tell you if there are any problems without using jargon or abbreviations
• At the time you report the repair, give you a reference number for every repair request you make to inform you of what priority your repair has been given and the timescale for completion of the repair
• Offer you an appointment for every repair you report
• Arrange an appointment for an inspection to be carried out if more detail is required. This will normally be carried out within 5 working days and an appointment for the repair will be made with you at that visit
• Train and regularly update our staff to provide high standards of customer care
• Give you a written customer repair notice for every repair you report. The notice will confirm the target completion date and the work to be carried out
• Write to you if your repair is one which will be placed in a programme. Repair programmes help us to spend your money more wisely. If the work has not started within 2 months then you will be sent another letter to tell you when it will start
• Provide an out of hours emergency service

When we carry out your repair we will:-

• Be punctual and keep the appointment we made with you and keep you informed if this is not possible. This applies to our own workforce as well as any contractors we employ
• Contact you within 1 working day to arrange an alternative date If we, for any reason, miss an appointment. If, for any reason, you fail to keep an appointment with us, the repair will be cancelled and you will have to contact us to arrange a further appointment
• Be polite and courteous at all times
• Always wear identification badges and show them to you when we meet you. We will wear uniforms at all times. Important note: All Charnwood Borough Council employees wear identification badges. You should not allow anyone who says they are representing the Council into your home unless you can see their identification badge
• Ask permission before we enter your home. We will explain who we are, why we are visiting your home and what we will be doing
• Not use your electricity, water, toilet or appliances without asking you first
• Treat your home with respect, clearing all rubbish and leaving the area where we have been working clean and tidy by using dust sheets to protect your carpets and furniture. Ensure all work is carried out safely and not leave materials or tools lying around. Remove any repairs related rubbish from your property within 24 hours
• Carry out all related repair work in your home at the same time, if this is possible, to minimise the disruption to you
• Complete your repair on the first visit wherever possible. Getting it right first time is something our customers have said they want us to do. We will keep you informed on the progress of your repair, give you information about any follow up work that needs doing and tell you when this will be done

If requested:

• We will make a note of any other problems you may have and bring it to the attention of the appropriate service. We will give you information or advice regarding any other problem that you may have in your home

Levels of repair service

Emergency - Attend within 24 hours
Urgent - 3 or 7 working days, depending upon the type of repair requested.
Non Urgent – 20 working days
Programmed/Planned Maintenance – as advised

After the repair we will:

• Explain what will happen next if further work is needed. If we need to visit you again, we will explain why and make an appointment for when we will visit
• Check that the repair has been carried out to your satisfaction, give you a satisfaction slip to complete and record any comments. We will carry out a sample of quality checks to ensure that our standards are maintained