Your repair appointment

Before your repair

Before we visit you for a repair, we need you to do a few things.

You will need to:

• ensure there’s access to the property on the time and date we’ve sent you for your repair
• clear the area around the repair
• create a clear path to the work area

During your repair

During your appointment, you must:

• ensure an adult is home for the entire duration
• keep children away from the area
• keep pets in a separate room
• abstain from smoking, as we have a legal obligation to give our staff a safe working environment
• treat our staff with respect – abuse will not be tolerated

If you can’t do the above, we’ll have to rebook your appointment and might have to charge you for the next visit.

When your repair operative or contractor is on the way, we’ll try to phone you.

Once they’ve arrived, they’ll get to work on the issue and aim to complete the repair on the first visit. Some repairs might need us to do an inspection first. If we need to come back for a second visit, we’ll organise that with you.

For quality control, we might take a few photos.

Afterwards, we may send you a survey asking for your feedback on the repair. It’d be very helpful if you could fill this out, as it helps us understand what we’ve done well and where there’s room for improvement.

Repairs from other contractors

Normally, your repair operative will be from Citizen, but in some cases we may send a specialist engineer or contractor. If it’s a very busy period, we might send someone from our partner Axis.

If your repair is with Axis, we’ll let you know by text message. Axis will be in touch within five working days of you getting the text message to arrange an appointment with you.