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About | How we are governed | Service standards | Latest news | Jobs | A-Z services | Tenant and estate | Anti-social behaviour | Home Ownership | Report your repair | Applying for housing | Getting involved | Pay your rent | Housing contacts | Hounslow Council | Access for all | Staff awards | Sheltered Housing | Rent a garage | |
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At Hounslow Homes, we use a scheduling system for booking appointments to carry out your repairs. The system displays all the available appointments to the Customer Service Centre staff, who then allocate jobs to our teams of operatives across the borough. The system is also linked to the Online Repairs Service, so if you are requesting a repair online, you will see the same available appointments as our Customer Service Centre staff. Click on a link for information about repair appointments: Minimum age requirement - for persons allowing access to an operative Cancelling/re-arrangeing and missed appointments When ordering a repair, we will book you an appointment for the work to be carried out. We have recently changed out appointments system, so that minor repairs should only require one appointment. If,however, our operative is unable to carry out the work for any reason e.g. the repair requires further parts or materials or the repair is more complicated than what has been reported, a second appointment may be necessary. Your repair may require more than one day to be completed, e.g. plastering works. If this is the case, we will let you know when we book your appointments. If a Techical Inspector has visited you, the operative may need to come and visit you first to see exactly what work he needs to do. This is called a specification appointment. We will let you know if your repair needs more than one visit If you cannot be available for the appointment(s) you are given, please tell us. The appointment(s) will be rearranged at a time that is more convenient for you. back to top of page The appointments are allocated by time slots. The slots are:
The operative can call at anytime within the time slot your repair is booked, for example, the operative can call at anytime up until 12.30pm before they are considered late or the appointment missed. If the time slot you have been given has ended, and the operative has not arrived, please contact the Customer Service Centre and they will investigate for you. You should request a time slot that you know you are available for. If you cannot keep an appointment you have booked, please let us know, even if your appointment is for that day. back to top of page We will always offer the first available appointment to you. We will also try to book an appointment that is convenient for you. To avoid disappointment, we do not offer timed appointments, as some repairs can take longer than anticipated due to unforeseen problems. Appointments are subject to availability, and some of our operatives can get very busy. For example, in winter, availability for an appointment to repair heating may be limited, as this is when customers usually discover they have a problem. back to top of page If you have a friend or member of your family waiting at home on your behalf, they must be at least 16 years of age. If the person waiting in is under the age of 16, the operative will not enter the property, and a new appointment will need to be booked. back to top of page All our operatives carry identification, and you should always check a persons ID before letting them into your home. Some of our operatives will be driving unmarked vehicles. If you are unsure about the identity of the person, please contact the Customer Service Centre on 0800 085 65 75 before letting them into the property back to top of page Cancelling/rearranging missed apppointments If we cannot keep an appointment, we will endeavour to inform you as soon as possible. If you find you cannot keep an appointment we have made with you, contact the Customer Service Centre as soon as possible to have your appointment rearranged. If you miss an appointment, the job and any remaining appointments will be cancelled and you will need to re-report your repair. If you are expecting an operative and they do not arrive at the alloted time, please contact the Customer Service Centre. Please remember that the operative can call at any time up to the end of the time slot you have booked. If you have any questions about your repair or any appointments we have made for you, please contact the Repairs Call Centre on free phone 0800 085 65 75 or mail your query to housing.repairs@hounslowhomes.org.uk back to top of page To ensure that we can gain access to your home, we ask that you provide any information that may be useful to the operative. If the operative cannot gain access to the property to carry out a repair, the job will be cancelled and you will need to re-report your repair either through the Customer Service Centre or on line. Any access information you can provide will help us to gain access to carry out a repair, including:
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