Change to repairs phonecalls

Until further notice there will be a change to how we handle repairs phone calls on every third Wednesday of the month between 1pm and 5pm.

During this time:

  • Calls to our Repairs Team will be answered by a trusted third‑party call handling service
  • The service will deal only with emergency repairs
  • Routine and day‑to‑day repairs should be:

A repair is classed as an emergency;

  • When your home is insecure, for example broken windows or damaged door/door locks.
  • Where there is danger to life and limb, for example your home is unsafe after a storm or fire.
  • Where repair is necessary to prevent further damage, for example flooding, burst pipes or serious roof leaks.
  • Where there is a complete loss of heat or power supply to your home, excluding area wide power cuts.

This closure is in place to allow our Repairs Team to focus on planned work, quality checks and progressing existing repair jobs efficiently, helping us maintain and improve our overall repairs service for tenants.

What will remain the same:

  • Emergency repairs can still be reported by calling 0300 323 0990 and selecting option 1. These will always be responded to and our timescales to repair remains at 8 hours
  • All other teams’ phone lines are unaffected
  • If your repair is related to oil or gas heating, you can still report this directly to Heatcare on 01343 842042

We understand how important it is to be able to report repairs easily and appreciate your understanding while we put this arrangement in place.

If you have any questions, please contact us outside of this time or email repairs@albynhousing.org.uk