What happens when I report a repair?

We provide an emergency repairs service 24 hours a day, 365 days a year. 

For all other repairs, we will make an appointment wherever possible when you contact us.

We are committed to completing repairs on a ‘right first time’ basis and where possible, we will notify you of any changes to your repair or appointment in advance.

Reporting repairs online

  • There is now a group of repairs which you can report online and book your own appointment for at a date and time slot that suits you. You will receive an email when you book with the order number and the date and time you selected.
  • If your repair isn’t one you can book yourself, you will be able to let us know when you are usually free and we will book an appointment that suits these times. We will email you to confirm the appointment.
  • In both cases, we will also email you the target timescale for completing a repair and we will specify any repairs that you are responsible for and advise if there is any cost that you will need to pay.
  • You will receive a text reminder on the day before the appointment and again to let you know when the operator is en route.

Reporting repairs by phone or live chat

  • When you report a non-emergency or emergency repair by phone or live chat, we will tell you what the target timescale is for completing a repair and we will specify any repairs that you are responsible for and advise if there is any cost that you will need to pay.
  • Your appointment will be confirmed with you on the call or live chat and you will receive immediate confirmation by text.
  • You will receive a text reminder on the day before the appointment and again to let you know when the operator is en route. 

Did you know? 

You can book some repairs and track all your repairs online by activating or logging into MyAccount.

Report a repair