The process of reporting a repair

What happens once you’ve reported a repair?

Step 1 – Before reporting the repair

You must check whether the repair is your responsibility, or ours. If the repair is our responsibility, then you should click here to read through our Repairs and Maintenance Handbook and refer to the illustrations to help you establish more details about the fault.

Step 2 – What do we need to know?

  • Your name, address and contact number
  • As many details about the repair as possible, including the location of the fault and a detailed description
  • Whether anyone living within your home is elderly, disabled, has a serious illness or is a child under the age of five

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 endeavour to work around you when we can.

New Leaf Repairs sometimes uses subcontractors to complete the repair work to ensure that you receive a timely and efficient service. You will be told if a subcontractor is set to visit you.

Step 4 – On the day

If you are not able to stay at home during the day of your appointment, then you must arrange for someone to be at home, such as a friend or relative who is over the age of 18. If this is not possible, you must call New Leaf Repairs to rearrange the appointment. Please note you may be charged a fee of £30 plus VAT for missed appointments.

If New Leaf Repairs 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 New Leaf Repairs’ operatives and subcontractors have photographic ID cards. You must ask to see these before letting anyone in to your home.

Step 5 – Repair complete

Once the repair has been completed, a member of our Customer Services Team may call you 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.

BCHA and New Leaf Repairs aim to give everyone an excellent service. 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. Please click here to let us know about your experience with our repairs and maintenance service – good or bad.

Our Promise to you

When carrying out your repair, our contractors will:

  • Treat you and your home with respect
  • Leave your home clean and tidy after doing the repair work
  • Aim to fix your repairs first time round
  • Keep in touch with you as required about delays in doing repairs, for example, because parts are on order

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