Carrying out your repair

What happens when you report a repair

When you book a repair, a contractor will be assigned to the job and will contact you to arrange an appointment.

All of our contractors, as well as Stonewater staff, carry ID 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're in any doubt, or if you weren’t expecting anyone, do not let them into your home.

Our contractors will maintain confidentiality with you, but they are obligated to report any concerns they have about the safety and wellbeing of anyone living in our homes.

If a follow up visit is needed, they will contact you again to arrange another appointment.

Let us know how we did

Our contractors follow a strict code of conduct when working for us, which includes acting in a professional manner, taking appropriate health and safety measures and taking steps to protect your home from mess created by the work.

If you have any concerns about the behaviour of a contractor or you’re unhappy with work they’ve carried out, it's really important that you tell us about it.

After every visit, we ask for your feedback via our Rant and Rave surveys, where you can tell us how we did. You can also send us a message on social media, leave us a review on Trustpilot or give us a call to tell us more about your experience and we'll do our best to help.

You can also make a complaint and we'll work with you to find out what's gone wrong.

Access to your home

If we need to come into your home for an inspection or repair, we will let you know at least 24 hours before we visit so you know to expect us (unless it’s an emergency).

These visits are to keep you and your home 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, after multiple attempts to contact you, we may have to seek legal action to get in.