Appointments

What We Will Do

When you report a repair, we will usually offer you an appointment, so you know when to expect a surveyor or tradesperson. Some appointments may be arranged directly by one of our contractors, such as Mountjoy or Liberty.

If we need to change or cancel your appointment, we will contact you and arrange a new appointment.

Repairs Where We May Not Be Able to Offer an Appointment

This can include:

• Emergencies
• Weather-dependent repairs (for example, roofing repairs)
• Repairs in communal areas
• Repairs requiring a specialist contractor

In these cases, contractors will still contact you if they need access to your home.

What You Can Expect

We will:

• Tell you how long the repair should take to complete
• Let you know if a contractor will be carrying out the work
• Provide the contractor's details where appropriate

Appointment Times

On Monday to Friday you can choose from:

• All day: 8:00am to 4:00pm
• Morning: 8:00am to 1:00pm
• Afternoon: 12:00pm to 4:00pm
• Outside school run: 9:30am to 2:45pm

Important

Please make sure:

• Someone is at home during the appointment
• An adult aged 18 or over is present
• Access is available for the duration of the work

All Council staff and contractors will carry identification. Always ask to see their ID before allowing access to your home.

If You Need to Change an Appointment

Please let us know as soon as possible and, where possible, give at least 2 hours' notice.

This helps us provide an efficient service for all residents.

Please avoid repeatedly rearranging appointments, as this may delay essential repairs.

You may be charged for:

• Missed appointments
• Appointments where access is restricted

If You Miss an Appointment

The action we take depends on the type of repair.

Emergency Repairs

These involve an immediate risk to safety and must be made safe within 24 hours.

If you report an emergency repair:

• You must remain at home
• We may need to force entry if there is an immediate risk and access cannot be gained
• We may also enter a property without anyone present if this is necessary to deal with an emergency affecting the building

Significant Repairs

These are repairs involving a significant hazard that should normally be addressed within 5 working days.

First missed appointment

We will arrange a new appointment.
You may be charged for the missed appointment.

Second missed appointment

We will write to you explaining the importance of providing access.
You may be charged for the missed appointment

Third missed appointment

The matter will be referred to your Neighbourhood Housing Officer.
This may result in further action, including legal proceedings and, where appropriate, forced entry to complete the repair.

Routine and Planned Repairs

These are repairs where there is no immediate risk to health or safety. However, the issue has been identified and, if left unresolved, could potentially develop into a hazard.

If an appointment is missed, the same process will apply as for Significant Repairs. However, we would not normally seek forced entry to carry out the work. If we are unable to gain access after making all reasonable attempts, the repair order may be closed.

We will write to you to confirm this and explain any further action that may be required.

Legal Action for Refusing Access

As your landlord, we have legal responsibilities to carry out certain repairs, inspections and safety checks.

If access is repeatedly refused, we may take legal action.

Before doing so, we will:

• Contact you to explain the situation
• Explain what action may be taken
• Give you the opportunity to provide access

Where necessary, a court may:

• Order you to provide access for repairs, inspections or surveys
• Grant access to the property so essential work can be completed

Please note that any court action may result in costs that you will be required to pay.

How to contact us

For further information please contact the Responsive Repairs department on 01329 824771 or email  responsiverepairs@fareham.gov.uk