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MyHome Summer 2026

Helping us get repairs done: why access to your home matters

When something in your home needs fixing, you want it sorted quickly — and we want that too. One of the biggest reasons repairs cannot be completed on time is simple: sometimes we cannot get into homes when we need to.

Why access makes such a big difference

Between April 2025 and March 2026, we carried out 81,830 visits to customers’ homes. On 10,457 occasions, we were unable to gain access to complete the work.

When we cannot get in, the impact is bigger than one missed visit. It can delay your repair, reduce the number of appointments available for other customers and add extra cost and admin for the same job to be arranged again.

When we can’t get in, the impact is wider than one appointment

A no-access appointment is not just an inconvenience. It can mean:

  • your repair does not get done and has to be rebooked, often pushing it back
  • someone else loses an appointment because that slot cannot always be filled at short notice
  • we pay twice for the same job because travel, scheduling and admin all have to happen again
  • small problems can become bigger ones, especially with leaks, damp, electrics or heating issues
  • safety checks cannot be completed, which can put customers at risk and leave us unable to confirm a home is safe

Last year, missed access added up to more than 3,000 hours of lost time and cost over £70,000 — money that could otherwise have gone into improving homes and services.

What we’re doing to make access easier

  • Clearer appointment times We’re tightening our time slots so you’re not waiting around all day and you know when to expect us.
  • More reminders and updates You’ll receive text reminders before your appointment, plus updates when your operative is on their way.

How you can help us complete repairs faster

A successful repair is a partnership. These are the things that make the biggest difference:

  • Be home for your appointment If you cannot make it, please let us know as soon as possible so we can offer the slot to another customer and rearrange yours.
  • Nominate someone you trust If you cannot be at home, you can authorise a friend, neighbour or family member to provide access on your behalf, as long as they are over 18.
  • Keep your contact details up to date If we cannot reach you, we cannot confirm your appointment or let you know if anything changes.
  • Make the area safe and accessible Clearing the space around the repair helps our team work quickly and safely.
  • Rearrange if it’s no longer convenient If you will not be home, you can rearrange through the appointment text message, via MyAccount, or by contacting our Customer Excellence team.

How to rearrange your appointment

If you will not be home, you can rearrange your appointment:

  • through the text message confirming your appointment
  • via MyAccount
  • by contacting our Customer Excellence team on 01782 635200

Why access matters

Delayed repairs can lead to bigger problems. A small leak can become a major issue. A loose fitting can become unsafe. Quick access means quicker fixes, safer homes and fewer repeat visits.

Working together for better repairs

We’re committed to providing a repairs service that’s reliable, efficient and easy to use. Improving access is a key part of that.

With your help, we can complete repairs faster, reduce waiting times and keep your home in great condition.

If you have suggestions on how we can make access easier for you, we’d love to hear them. Your feedback helps shape the services you rely on.

Need to manage a repair?

If you need to report, track or rearrange a repair, you can use MyAccount or contact our Customer Excellence team.

Go to MyAccount Contact us

Customer Excellence team: 01782 635200