When Will Your Repair Be Done?

We have two main priority categories for repairs

• We will start emergency repairs within 24 hours of the report
• We will start non urgent repairs within 40 working days or eight weeks

We will usually aim to start work on non urgent repairs much quicker than this, and we also aim to complete work within a reasonable time. We will usually do repairs quicker than eight weeks when there is

• A risk to health and safety
• Someone elderly or disabled at home
• A child under six months at home, or
• A risk of further damage to the building

When you report a non urgent repair we will allocate you an appointment time from the following time slots

• Morning, this is between the hours of 8am to 1pm
• Afternoon, this is between the hours of 1pm to 6pm
• Avoiding school run, this is between the hours of 10am to 3pm

Depending on the extent of the work to be carried out, you could be allocated an all day appointment from 8am to 6pm.
You should receive a letter in the post detailing your appointment. You will receive an automated SMS text message letting you know the job has been raised on the system and you will receive another SMS text message on the morning of the appointment. This will detail the type of work to be carried out and the time of the appointment ie plumbing work, am appointment. 

It is important that we receive your correct contact details and preferably a mobile phone number. This way we can keep you informed even if you are not at home. Sometimes, we will have planned major work that will include the repairs that you have identified. In these cases, there may be a reasonable delay before we start work.

Appointments and working hours

Normal working hours for non urgent repairs are from 8am to 6pm, and we will aim to make an appointment for all repairs. Some larger repairs will take some time to complete so appointment times for those will be limited.

We are not yet able to offer timed appointments but we will be able to offer mornings, 8am to 1pm, afternoons, 1pm to 6pm and avoiding the school run, 10am to 3pm.

Missed appointments cost time and money. If we make an appointment for a repair or an inspection and we break that appointment, we can offer compensation of at least £50 unless there is a reasonable excuse for us missing the appointment. Similarly, if you are not at home when we call for an appointment, we will charge you £50 unless you have a reasonable explanation for not keeping your appointment. If for any reason you need to change your appointment date, you can do so by calling the customer service centre on 08009524444 or by emailing repairs@southwark.gov.uk.

When you report a repair we will allocate you an appointment time in the morning or afternoon. Sometimes, we will have planned major work that will include the repairs that you have identified. In these cases, there may be a reasonable delay before we start work.