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PrintReporting a repair
There are many ways by which a repair can be reported:
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By phone There are many ways by which a repair can be reported: The dedicated repairs number is Freephone 0800 318 259, which then offers a series of menu options dependant upon your requirements. Alternatively, call us on 01606 813300 then select the relevant menu option: Press 1 for boiler and gas fire repairs; Press 2 for other general repairs to your home |
By email
You can also report a repair by email, sending your requests to repairs@wvht.co.uk, which will then be actioned by one of Customer Support Assistants.
In person
Repairs can also be reported at any of our Area Offices:
- Gadbrook Point, Gadbrook Park, Rudheath, Northwich
- The Information Centre, 1 The Arcade, Northwich
- Wyvern House, The Drumber, Winsford
Any repairs that are requested in writing will also be responded to within 24 hours.
The repairs that we undertake to your home are prioritised accordingly, as follows:
PRIORITY 1 – EMERGENCY REPAIRS
These repairs are deemed as emergencies and our target is to complete these works within 24 hours of reporting. During normal working hours, these will be completed within the working day. Out of normal hours, the Trust operates an Out of Hours emergency repairs service, where repairs will be attended to in order to make safe until a follow-on appointment can be made the next working day.
This priority is there to deal with emergencies only and it should be noted that if any repair requests are found not to be a genuine emergency, then the customer may well be subject to being recharged for the works. Likewise, any repairs that are deemed to have been requested as a result of damage caused by the customer shall also be recharged to them.
PRIORITY 3 – ROUTINE REPAIRS
This priority is for general, non-emergency repairs and the Trust has a target time of 28 days to complete these works from the time of reporting.
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APPOINTMENTS Our aim is to provide an excellent service to our customers and we are now able to offer appointments for all repair requests that we receive. Therefore, when reporting a repair, we are able to provide you with an appointment date and time slot convenient to you. Whichever method you use to report a repair, our Customer Support Assistants will contact you directly to discuss your requirements in detail.
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The time slots that we are able to offer are:
- ALL DAY – This appointment will be attended to at some time during the working day, between 8.15am and 4.00pm;
- AM – This appointment will be attended to between 8.15am and 12 Noon;
- PM – This appointment will be attended to between 12 Noon and 4.00pm;
- SCHOOL RUN – This appointment will be attended to between the hours of 9.30am and 3.00pm, and is used to accommodate customers who need to drop off and collect children from school.
At the time of reporting your repair, using whichever method, it would greatly assist us if you could provide the following information:
- Your name and address
- An up to date contact telephone number
- Any specific access details which will assist us
- As much information about the repair as possible
NOTIFICATION OF YOUR REPAIR REQUEST IN WRITING
Once a repair has been reported, and the Customer Support staff have raised the necessary repair, you will be notified in writing of the agreed appointment date and slot, and will also be provided with a unique job number specific to your request.
The form will also inform you of the overall target date for the repair to be completed by.
