Help us improve our service
FAQs about repairs
Please check our frequently asked questions about repairs before you call Customer Services. This will allow our Customer Services team to focus on booking in repair appointments.
I previously had a specific appointment time. Now I will only get an AM or PM appointment. Why is this?
We know that giving you a repair time, and sticking to it, is really important to you. However, we find that offering specific times for appointments can waste time if a tenant is not home for their repair or our operative finishes a job ahead of the time allotted. With inflation costs increasing, we want to offer a service that also provides good value for money, as well as choice. Please speak to a member of the Customer Services team if you are unable to make an appointment time.
I’ve been waiting for some time for my repair. Now I could have to wait longer! Why is that?
Unfortunately, there may be delays to repairs in some cases as we focus on improving efficiency. By doing this, we are helping to make a better repairs service and appointment availability in the future.
How will I know if my appointment has changed?
A member of our Customer Services team will contact you if we needed to rearrange your appointment. If you have not heard from us, you should receive text or email notifications about your repair as normal.
The fence between me and my neighbour is beyond repair. Why can’t you sort this?
We are gathering all fencing repairs and will only schedule emergency or health & safety appointments. We plan to complete a survey and tender exercise in the future so the fencing works can be scheduled in. Please check our repairs update webpage for latest information.
My neighbour only reported their repair last week. I’ve been waiting 3 months, but we’re still having our repairs done on the same day. Is this fair?
We are prioritising tenants’ repairs according to area, to minimise travelling time between appointments so that our operatives can complete more jobs each day. We are also carrying out repairs according to priority.
Tell us if you will not be home for your appointment
Please call 0303 303 0003 ASAP if your appointment is no longer convenient. We will reschedule it for a time that suits you.
Each missed appointment has a financial cost to Broadland and needs to be re-booked. Please note we have to reserve the right to recharge for missed appointments.
Give us your feedback
You are very welcome to join one of our tenant panels to help us improve repairs and other services. To get involved, complete the form or email firstname.lastname@example.org or call 01603 750 113.