We know it’s not always easy to let someone into your home. Life can be busy, stressful or unpredictable and sometimes a small change can make a repair or safety check much easier.
That’s why we want you to tell us if there’s anything we can do to help. The more you tell us, the better we can plan the visit around you and get the work done.
Tell us what works best for you
When you book a repair or when we contact you to arrange a visit we’ll ask if there’s anything we should know before we come out.
This could be something practical, or something that helps you feel more comfortable. You don’t need to explain everything in detail, just tell us what would help.
Once you’ve told us, we’ll make a note on our systems, so you don’t have to keep repeating yourself. If no one asks, you can still contact us to let us know.
Examples of the adjustments we can make
Every customer is different, so we’ll always talk it through with you. Here’s some exampled of what we may be able to do:
- Give you extra time to answer the door
- Offer appointment times (eg avoiding the school run where possible)
- Make sure you get a call or text when the operative is on the way
- Take more time during the visit and explain things step by step
- Arrange interpreting, translation or other communication support
- Make sure a family member, carer, support worker or trusted neighbour is there during the visit.
If it’s hard to tell us online or by phone
We have a paper form for customers that find it hard to contact us online or by phone. If you’re contacting us on behalf of someone else that’s offline but needs adjustments, get in touch and we’ll help get you the form.