"It just works" - how Liza makes appointments fit around her day

At Hyde, we want to keep you and your neighbours safe and your home in good condition. But we can only do that if we can get into your home. 

To understand more about our customers’ experiences of appointments, we spoke to Liza, who’s been living in her flat in Southampton for two years. 

For Liza, feeling settled and secure in her home really matters and keeping her home safe is part of that. That’s why she’s always happy to let us into her home to carry out repairs and safety checks. 

Liza said: “With Hyde, it’s been very easy to book appointments. I usually do it through MyAccount, but sometimes Hyde ring me to arrange things like a gas service. 

“Because I work from home, it’s easy for Hyde to carry out repairs and safety checks during the day. But, if I couldn’t make the appointment, I’d ask a family member to wait in my home. But, I know it might be harder for some people.” 

We know appointments aren’t always this easy for everyone. If being home is difficult, or there’s something we can do to make the visit easier, just tell us when you book and we’ll discuss this with you. 

Before a visit, we’ll send plenty of reminders and let you know what to expect at your appointment. We’ll always show ID, and you can ask to see it before you let us in. We’ll also explain what we’re there to do and keep you updated while we’re there. 

These are all things Liza finds helpful when she has appointments: 

“It just works. You send lots of email and text reminders for upcoming appointments, which really helps. 

“Every team member that’s come out to my home has been so friendly and helpful. No one has made me feel uncomfortable.  

“When they arrive, I’m just glad they’ve turned up and they always explain clearly what they’re doing.” 

Letting us in means we can do the work that keeps you safe and helps you feel comfortable in your home, something that’s really important to Liza: 

“It means I have peace of mind - knowing my appliances are regularly checked. I’m very happy to have a housing association home. Private landlords haven’t always been as willing to keep things safe.” 

And if Liza’s plans change, she just lets us know: 

“If you can’t make the appointment, simply ring and rearrange. It doesn’t take long and means someone won’t turn up at your home and with nobody to let them in.’ 

If your plans change, it’s quick and easy to cancel or rearrange an appointment. Simply use MyAccount or call us on 0800 3 282 282, ideally with at least 24 hours’ notice.