“It’s give and take” - how we can make visits easier for you
Small things are making appointments easier for our customers
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We want to keep you and your neighbours safe and your home in good condition. But, we can only carry out repairs and safety checks if we can get into your home.
We wanted to hear from a customer about their experiences of appointments, so we spoke to Lesley, from Stockwell, about what helps them go smoothly for her.
Lesley isn’t online, so she books appointments with us by phone. She told us what makes a difference: a quick call from us to say we’re on our way and knowing what to expect when someone knocks on her door.
For Lesley, appointments feel straightforward — we pop in, do the job, and don’t get in her way. She said:
“Hyde repair staff are very understanding. They listen to what I’m saying and take it all in. Then I just leave them to it and they get on with the job.”
We know appointments won’t feel the same for everyone. If something would make an appointment easier for you, please tell us. For example, it helps Lesley if we ring when we’re on our way.
“As long as you ring. If you call and let me know you’re coming at that time, that’s all I ask.”
Lesley told us she’s been spending more time at home since losing her mum, as she feels her presence in the flat. Feeling safe when she answers the door really matters to her.
When we arrive, she checks ID and asks us what we’re there to do. It helps her feel more comfortable letting us into her home.
We also know that things change and sometimes you can’t make the appointment you booked. For Lesley, she likes the fact it’s easy to tell us if she needs a new appointment slot.
“It’s give and take. I know it helps if you can give Hyde enough notice.
“I’ve only changed a booking once, when I had a hospital appointment. I rang up as soon as I could, and your team just booked me another appointment.”
Need to change an appointment? If you’re online, you can reschedule or cancel through MyAccount. If not, call us on 0800 3 282 282. If it helps, you can also ask a family member, friend or support worker to do this with you.