Booking a repair - when will my repair be done?

We understand how stressful it can be when something in your home goes wrong or stops working like it should. We’ll always try to help you as quickly as we can.

When you report a problem to us, we’ll ask you some questions to try and get to grips with what’s wrong. It’s important to give us as much information as you can – we use the information you give us to find out how urgent the problem is and how quickly we can get someone out to fix it.

We have four categories of response times:

Emergency: someone will be with you within 3 hours to carry out a temporary repair, make things safe and prevent further damage. Once the situation is safe, we’ll book this in for a permanent repair.

Critical: someone will be with you within 3 hours to make an assessment. We’ll then fix the problem (either temporarily or permanently) within 12 hours.

Urgent: we’ll make an assessment and complete the repair within 5 working days.

Routine: we’ll make an assessment and fix the problem within 15 working days.

How do we decide on a response time?

When you contact us, we’ll always listen to problem and try to find out as much information as possible about what’s gone wrong. Our response times for repairs are within the guidelines given to us as part of our repairs and maintenance contract with the Defence Infrastructure Organisation (DIO). However, we assess each case in its own right, and always take any exceptional circumstances into account.

Wherever we can, we’ll make sure care is taken to protect vulnerable people who may be living in your home. When you contact us, please let the advisor you speak to know if you live with a vulnerable person.

Find out how we decide which response time to give your repair:


Boilers and heating

Problems with your boiler/heating between 31st October – 1st May:

Do you have any vulnerable people living in your home, such as a child under two, someone with disabilities, or elderly persons living in the property?

Yes: This will be raised as an emergency priority.
No: See below.

Do you have alternative forms of heating or hot water, such as a fire, immersion heater or electric shower?

Yes: This will be raised as an urgent priority.
No: This will be raised as a critical priority.

What happens if a new part or new boiler is needed, and the engineer can’t fix it?

If your boiler needs a new part or needs replacing, the engineer must make sure that you have alternative hot water – via an immersion heater or electric shower – if between 31 October – 1 May. If you have vulnerable people living in your home, you will be provided temporary heaters, within 12 hours of your initial call to our Customer Service Centre.

If the engineer can’t get your immersion heater, or any electric shower working for alternative bathing facilities, we will arrange a hotel or alternative accommodation for you and your family.

We will arrange a new appointment for you to have the parts fitted or your boiler replaced within 5 working days if within heating season, outside of heating season this will be a routine appointment within 15 working days.


Drains

Is your kitchen sink or bathroom sink backing up?

Please try to unblock it yourself before you call us. You could use a plunger to help.

Is your kitchen / bathroom sink still blocked?

Yes: This will be raised as an urgent priority.

Is your bath/shower blocked or backing up?

If your shower is above the bath: This will be raised as a critical priority

If your shower is a standalone shower: This will be raised as an urgent priority, we recommend you use alternative bathing facilities until the repair is carried out.

Noticed a manhole near your property over flowing?

This could be a drain further than one foot away from your property, such as a road side drain or a garden manhole drain.

Is the drain overflowing with clear water?
Contact our Customer Service Centre and a job will be reported to the water board for your area.  This will be attended to as routine appointment.

Is it overflowing with dirty water/raw sewage?
Contact our Customer Service Centre and a job will be reported to the water board and this will be attended to within 24 hours.


Toilets

Is your toilet blocked?

Please try to unblock the toilet yourself before you raise a job with CarillionAmey.

If you do contact us, your job will be priotitised as follows:

How many toilets do you have in your home?

More than one: This will be raised as an urgent priority.
One: This will be raised as a critical priority.

Toilet won’t flush but pan isn’t blocked

Urgent priority. The WC pan can still be used fully by pouring a bucket full of cold water down the pan each time it is used.

Is your toilet leaking?

Is the leak containable?

Yes: This will be raised as an urgent priority.
No: This will be raised as a critical priority.

Is your toilet pan loose or cracked?

This will be raised as a routine priority, unless causing a health and safety issue. Please give our Customer Service Centre staff as much information as possible. If necessary, the job can be upgraded to an urgent priority.

Toilet seat loose or broken

This will be a routine priority. You may incur a charge if the damage is deliberate.


Locks and keys

Faulty locks

Is the property secure?

No: This will be raised as a critical priority.
Yes: This will be raised as a routine priority.

If you’re locked in or out of your property

Have you got the keys?

Yes: If the lock is faulty and you can’t get in or out of your property this will be raised as a Critical repair.
No: If you lose your key and cannot get into your home, you are responsible for replacing any locks. If you prefer to request one of our engineers to attend and they need to force entry into your home, a charge will occur for having to change the lock and key. An estimate of the costing will be advised by one of our Helpdesk staff when calling to report the repair. If you choose for one of our friendly engineers to attend this will be raised as a Critical priority.


Related pages: