Making appointments work for you

Whether we’re coming to your home to fix something or carry out an important safety check, our priority is keeping you and your neighbours safe, and your home in good condition.

Last year, we missed over 12,000 appointments because we couldn’t get into homes. Missed appointments cost us more than £360k a year - enough to pay for 2,400 extra repairs across our communities.

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.

We’ll do everything we can to make the appointment work for you – whether that’s booking an appointment that avoids the school run or giving you a bit longer to answer the door. Just let us know and we’ll do what we can to help.

Neal Ackcral, Hyde’s Chief Operating Officer, said:

“We want to keep your home safe and comfortable. But, we can only carry our repairs and safety checks if you let us into your home.

“In the last year, over 12,000 appointments resulted in us not being able to get into a home on arrival – an average of 1,008 missed appointments every month. Every missed appointment is a repair we could have made, or a customer we could've supported. That’s why it really helps when you tell us you can’t keep your booked appointment.

“If appointments might be hard for you to keep, please tell us. The more we understand, the better we can support you.”

Here are a few things we do, to help you feel comfortable about your appointment:

• We’ll always agree an appointment slot with you
• Whoever attends the appointment will always show you ID. You can always ask to see it before letting them in
• We’ll always let you know what to expect and explain what we’re doing - keep you informed throughout the process
• We offer appointments in clear time slots - morning, afternoon and avoiding school run (9am - 2.30pm).