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Reporting your repair to our Customer Service Centre

Click on a link for information about reporting your repair:

Information to provide

Contacting the Customer Service Centre

Repair Appointments

Safety Matters

Improving our repair services

Information to provide

Whenever you report a repair or ask someone to report it on your behalf, please be ready to give the following information:

  • Your name and address
  • A daytime telephone number where you may be contacted if necessary
  • A time when someone will normally be at home to enable an inspection/repair to be carried out
  • As much detailed information about the repair as possible, including the exact location - this is particularly important if you are reporting a communal repair.

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Contacting the Customer Service Centre

The Customer Service Centre is open from 8am to 8apm Monday to Friday, and 9am to 12pm on Saturdays.

We use a ‘queuing’ system, which means you will sometimes have to join a queue of callers.

Although we will do our best to ensure your call is answered as soon as possible, you might wish to avoid busy periods such as mornings and especially Mondays if your call is not urgent.


•           hold on;

•           be patient; and

•           we will answer your call as soon as possible.

If you end the call you will be at the end of the queue when you phone back.

If you need to report an emergency repair out of Customer Service Centre opening hours, contact the Out of Hours Service on 0208 583 2222.

When you report a repair, we will give you a job reference number for each repair and send you a receipt in the post. With your receipt, you will be sent a customer satisfaction survey, which you can complete when the work has been carried out. click HERE for more information about the customer satisfaction survey.

The receipt will also have a target completion date for when ALL works should be completed. Please be advised this is not an appointment. Repair appointments will be given to you seperately.

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Repair appointments

At Hounslow Homes, we use a scheduling system for booking appointments to carry out repairs.

The system displays available appointments to the Customer Service Centre staff, who then allocate jobs to our teams of operatives across the borough. The system is also linked to the Online Repairs Service, so users can see the same available appointments as our Call Centre staff.

We will always offer the first available appointment to you. We will also try to book appointments that are convenient for you, in am, pm or all day slots. To avoid disappointment, we do not offer timed appointments, as some repairs can take longer than anticipated due to unforeseen problems.

For most repairs, we will book you one appointment. Should your repair require additional parts, materials or will take longer to carry out following assessment by the operative, we may need to book you a further appointment. If this happens, we will let you know. You may also need more than one appointment if the work to be carried out is more involved.

Appointments are subject to availability, and some of our operatives can get very busy. For example, in winter, availability for an appointment to repair heating may be limited, as this is when customers usually discover they have a problem.

If you have a friend or member of your family waiting at home on your behalf, they must be at least 16 years of age. All our operatives carry identification, and you should always check a persons ID before letting them into your home.

If we cannot keep an appointment, we will endeavour to inform you as soon as possible.We aim to keep all of our appointments. If we need to cancel and rearrange your appointment, we will ring you by 9am at the latest on the day of your appointment.

If you find you cannot keep an appointment we have made with you, contact the Customer Service Centre as soon as possible and we will rearrange the appointment for you.

If you miss an appointment, the job and any remaining appointments will be cancelled and you will need to re-report your repair. This includes emergency visits.

If you have any questions about your repair or any appointments we have made for you, please contact the Customer Service Centre on free phone 0800 085 65 75 or mail your query to housing.repairs@hounslowhomes.org.uk

For more detailed information about repair appointments please click HERE

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Safety Matters

When a member of the Hounslow Homes repairs staff visits your property, remember to check their identity. All our staff carry ID cards with their name and photograph on them. If you have any doubts about the persons identity, do not let them in to your home. You can contact the Customer Service Centre to verify their identity on 0800 085 65 75.

See also: Bogus Workmen

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Improving our repair services

The Repairs Service is continually looking for ways in which to improve the service you receive, so for every repair that you request to your property we will ask you to complete a Customer Satisfaction Survey.

The brief survey is for you to complete once the work on the relating receipt is complete, and lets us know if you were satisfied with the work that was carried out for that specific repair.

Please do not use the survey to report other repairs. If you have a new repair, contact the Customer Service Centre on -0800 085 65 75. You can also report your repair online, using the Online Repairs Service. Alternatively you can report your repair by e-mailing the details to housing.repairs@hounslowhomes.org.uk

Please include your contact Telephone number even if you are reporting your repair online.

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