Step 1 – Before reporting the repair
Check whether the repair is your responsibility or ours.
Please do not arrange for your own contractors to do any repairs without contacting us to try and resolve the problem first. We cannot pay the bill if you do this.
Step 2 – Contact us
Contact us via phone, email or the customer portal and make sure you have all essential information ready.
When reporting the repair, you will need the following information:
Your full name and address
A clear description of the repair needed
The best time for us to carry out the work
Arrangements for gaining access to the property
Any special circumstances, for example if you’re elderly or disabled
Step 3 – Your appointment
We are unable to offer specific appointment times, however, if you have a preference then please let us know, as we will try to work around you.
Step 4 – On the day
If you are not able to stay at home during the day of your appointment you can arrange for someone to be at home for you, such as a friend or relative who is over the age of 18. If this is not possible, please call BCHA to rearrange the appointment.
If we attend to complete the repair and no one is in, a card will be left asking you to arrange another appointment. If you do not call, the job may be cancelled, meaning you will need to report the repair again.
All BCHA operatives and subcontractors have photographic ID cards. We recommend that you ask to see these before letting anyone in to your home.
Step 5 – Repair complete
Once the repair has been completed, you may be contacted to see whether you are satisfied with the service you received. Please do take the time to let us know about your experience, we appreciate all the feedback received and use this to continually improve our services.
We encourage you to tell us when we are getting it right or when we make mistakes and you are not happy with the service you received.