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Missed Repair Appointments

When you report a repair we will book an appointment date to suit you (except if you are reporting an emergency)

We will always book the first available appointment we have with the tradesperson who will be doing the work.

We aim to keep all of the appointments, however, if we cannot keep your appointment we will let you know as soon as possible.

If you are unable to keep your appointment, please let us know, even if your appointment is for that day. We will rebook your appointment to a date and time that suits you.

If you miss an appointment, the repair will be cancelled until you contact us again. The tradesperson will leave a calling card to let you know when they visited. When you contact us again, the repair will be re-raised and may take longer to complete.

If you have reported an emergency, you must stay in. If you are out when the tradesperson calls, you will be left a card and the job will be cancelled. You will then need to contact us again to report your repair.

If you think our tradesperson has missed an appointment, you can contact the Customer Service Centre on 0800 085 65 75. We will check the appointment details and investigate if the appointment has been missed.

If you are unhappy with the explanation we provide, you can contact the complaints department on 020 8583 3737, or e-mail to the