Complaints and feedback

• When you ask for a repair, it will be placed in one of three priority categories which will determine the estimated length of time it will take to complete your repair.

A repair is considered as an emergency when it makes the room or flat unsafe to be in or causes a serious health and safety issue. This can include things like no hot water, no electricity, an uncontainable water leak or a security issue. All emergency repairs must be called through to our 24hr phone line at 0333 010 4600 and will be responded to within 4 – 24 hours. Please note that it is likely that an emergency repair will require a temporary fix to make it safe. E.g A broken window may be boarded up in the first instance and fully re-glazed at a later date under an urgent or routine repair category.

A repair is classed as urgent if it causes inconvenience but is not a health and safety risk. This can include things like a slow leak, an isolated minor electrical issue internal door repairs or a cracked window pane. Urgent repairs are aimed to be completed within 5 working days from being reported

A repair is classed as routine if it does not pose any risk and is caused by general wear and tear. This can include things like chipped paint, worn fittings, plasterwork repairs or repairs to kitchen units and other carpentry. Routine repairs are aimed to be completed within 20 working days from being reported.

• There may be instances where the targets above may not be met due to various circumstances. For example, delays in the delivery of ordered materials, or the repair being complex. In cases like these we will let you know if it needs more time, and keep you updated.
• What happens if I have further issues or am not happy with the quality of my repair?
• If your repair is more complex, it may take longer than the expected timeframe to complete. If this is the case, our contractors will make sure the repair is safe and then return to do some follow on work at a later date. Sometimes this can mean that the repair looks unfinished for a few days. If you are unsure if this is the case with your repair, or if your repair has been completed but you are not happy with the quality of the work, please take a picture of the work in question and email it to repairs@lookahead.org.uk or call the team on 0333 010 4600.
• To improve our service and the quality of repairs we ask our customers to complete a short repairs satisfaction survey. They can be found at www. {website link} or you can get a hard copy from your Support Worker or Housing Officer or calling our customer contact centre on 0333 010 4600.