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Tracking your repairs

If you've ever wondered how your repair gets done after you phone us with your reqest, take a look here.

Give us a bell

When you report a repair, you first call 0115 915 2222 and speak to one of our operators in our contact centre.

The team all work different shifts to make sure there is someone on the end of the phone 24 hours a day, seven days a week. They will identify what sort of repair you need and whether it is an emergency or not.

We offer three different time slots for repairs throughout the day, and we can work around your working day or the school run. Don't forget if you can be in between 10am and 2pm, let us know! This time slot is not as busy and would help us to plan the day's repairs.

Mapping the day

The planning team is responsible for making sure the right engineer gets to you, at the right time.

They are now working on a new appointment system called 'Opti-time', which will help the planning team get the right person for the job at a time to suit you. This will reduce travel time and get the job done right first time. The system has been tested vigorously over the past year with a small team of engineers. Just a few weeks in, all the engineers are using it and the new system is working well. Our planning team and the engineers are working together to make sure we tackle any issues with the system as soon as we find them.

Stocking up

The Stores team is based at our Harvey Road depot. It provides all our repairs engineers with the materials they need.

You may have seen this team out and about on the estates delivering materials. Without them, the repairs team wouldn't have the right tools for the job. The Stores team estimates what materials an engineer needs to get the job done properly. They have things ready so engineers can drive in, pick up their materials and get out on the road as quickly as possible. The new system means engineers can even order more materials while out and about using their handheld device.

We can fix it for you

Our engineers range from plumbers, electricians and joiners to plasterers, painters and gas engineers. They will turn up on your doorstep to carry out your repair. We want to get every repair done on our first attempt. This isn't always possible as sometimes we will need other engineers to complete the job, or some repairs are harder to identify straight away.

But we always do our best. Handheld devices and our Opti-time system makes it easier for us to do this. It gives our team of engineers the ability to be in regular contact with planners, the stores and the contact centre.