What happens when you report a repair?
Step 1 – Assessment
We’ll assess how urgent the repair is and your individual needs. We aim to fix your issue on the first visit, so please give us as much information as possible so we can send the right trade team.
Guidance for timescales for repairs can be found here.
Step 2 – Scheduling
Once we’ve made an assessment of your repair and your individual needs, we’ll either send someone out as soon as we can (for emergencies) or arrange a repair date. When booking a repair, you can choose a suitable time slot that works best for you – morning (8am-12pm), afternoon (12pm-4.30pm), during school hours (9.30am2.30pm), all day (8am-4.30pm).
If we have a mobile number for you, we’ll send you text reminders for your appointment and a text when we’re on our way.
If you’re reporting your repair through MyRaven, you can book your own appointment. Otherwise one of our team will do this for you.
We understand that things change, so if you need to re-schedule your appointment, you can do this through your MyRaven online account or by calling us. Please do this as soon as you realise you can’t make the booked appointment.
If we try to contact you several times to schedule your repair or make multiple visits to your home without access, we may need to cancel your repair. To prevent this, please make sure your contact details are up to date so we can easily get in touch with you. If we’re unable to access your home to complete the repair, and it leads to significant issues, then you will be charged.
Step 3 – Survey (if needed)
For more complicated issues, we might need to send one of our surveyors to inspect the problem before the repair work can start, so we can make a plan for what needs to happen.
Step 4 – Repair work
Once everything’s set, one of our repairs team, or contractor for specialist repairs, will come to handle the repair. Please note, someone over the age of 18 must be present for the duration of our visit.
Step 5 – Follow up
After the repair is completed, you’ll receive a text message to check you’re happy and that your repair is fixed to your satisfaction. We may also contact you to book a post-repair inspection so we can check the consistency and quality of repairs carried out.
Whilst we always try to fix a repair first time, if there’s a delay to getting parts or additional work is needed, we’ll keep you informed about the next steps. We’ll keep you updated with the progress of your repair, or you can check yourself through your MyRaven online account.