Repairs
Carrying out your repair
Our contracting partners
When you book a repair, a contractor will be assigned to the job and will arrange an appointment with you.
All of our contracting partners, as well as Stonewater staff, carry ID cards so that you can check that they are who they say they are before you let them in. You can also call us before they start work to make sure they are genuine. If you are in any doubt, or if you weren’t expecting anyone to attend, do not let them into your home.
Our contracting partners follow a strict code of conduct when working for us, which includes acting in a courteous and professional manner, taking appropriate health and safety measures and taking steps to protect your home from any mess created by the work.
If you have any concerns about the conduct of our contracting partners or you’re unhappy with the work they’ve carried out, it's really important that you tell us about it. After every visit, we will ask for your feedback via our Rant and Rave surveys, where you can tell us how we did. If you'd like to give us some more feedback, you can send us a message on social media, leave us a review on Trust Pilot, or give us a call to tell us more about your experience and we'll do our best to help you.
You can also make a complaint about the service you received and we will work with you to find out what's gone wrong.
Our contracting partners will maintain confidentiality with you, but they do have an obligation to report any concerns they have about the safety and wellbeing of anyone living in our homes.
If our contracting partners need to come back to follow up on the work they've done, they will contact you again to arrange another appointment.
Access to your home
If we need to come into your home for an inspection, such as to repair or to carry out a service of a gas appliance, we will let you know at least 24 hours before we visit so you know to expect us (unless it’s an emergency).
The reasons we do this are to keep you safe and to make sure that everything is working as it should. If we're unable to get access to carry out the work we need to do, then we may seek legal action to get in.