The deep dive: repairs
Curious about how repairs get handled at Connect?
With over 11,000 appointments a year, our team tackles everything from urgent leaks to routine fixes, ensuring your home stays safe and comfortable. We spoke to Liz and Martyn to find out more.
Martyn Broadest – Director of Home
Who are you?
Liz Harrison – Repairs Scheduler
Martyn Broadest – Director of Home
How many repairs does Connect do?
Each year we have over 11,000 repairs appointments, and about 10% of these are emergencies that need dealt with as soon as possible. The rest range from smaller jobs like repairing a toilet that won’t stop flushing, to more complicated ones, like fixing a leaking pipe, which can also lead to repairing ceilings, electrical circuits and redecorating. The number of repairs we have to do goes up every year, so it’s important that we work as efficiently as possible to keep up with the demand!
How long do repairs take to complete?
Well – it depends on the nature of the repair! If the repair’s an emergency – for example, water leaking through a ceiling – we’ll do our best to make the situation safe within 24 hours. If we need to follow up afterwards, we’ll aim to do so within 28 days. For non-emergencies we aim to carry out a repair within 28 days. It might take a bit longer if we discover more work is needed than originally reported, or special parts need to be ordered, but we’ll keep you updated throughout.
What happens if the repair appointment can’t be kept?
We know that sometimes things happen which mean appointments can’t be kept, and that happens on both sides – yours and ours. If it seems like we’ll be unable to keep an appointment, we’ll contact you as soon as possible to rearrange it – we just ask that you do the same.
Who gets charged if an appointment is missed?
Our policy is not to charge you for a “one-off” missed appointment. Equally, if we were to miss an appointment on occasion, we’d apologise for the inconvenience. However, if you were to miss appointments persistently, we may need to charge you for our time and travel, or any contractor cost that we might have had to pay. Equally, if we miss appointments persistently, you should raise this with Connect and we will always do what we can to put things right.
