Giving access

Sometimes we will need to visit your home to fix your repairs, do our safety checks and inspections. Here's what to expect when we need to access your home.

We will normally give at least 24 hours’ notice of a visit and you will need to give us access to the property.

If you’re unable to keep your appointment, you must let us know by 3pm on the previous working day.

You can get in touch by:

  • Calling us on 0800 012 1311 
  • Speaking to us on live chat

Failure to do so may result in any repair jobs being closed and a charge issued to you.

Occasionally, in limited circumstances, we may need access to your home without giving notice. This might be in order to carry out essential emergency repairs, to remedy a health and safety risk, or where there is reason to believe a customer is incapacitated. We will make sure your home is secure afterwards.

If we have difficulty contacting you, we may make unannounced visits. You will not be charged if you are not in when we call, but if you don’t respond to a request to contact us this will trigger a tenancy investigation.