Once you have reported a repair

Who will carry out the repair?

Repairs will be carried out by our own Repairs and Voids team or approved private contractors.

All Stevenage Borough Council employees and our contractors carry official identity cards that include photographs. You should always ask to see their identity cards and examine the photograph carefully before allowing anyone claiming to be from Stevenage Borough Council into your home.

If you are in any doubt about the identity of a caller DO NOT LET THEM IN. Ask them to wait outside or call again later so you have time to confirm that they are genuine. You can do this by contacting our Customer Service Centre on 01438 211011.

What will happen if you are not home when someone calls to carry out your repair

If the agreed appointment becomes inconvenient for you, please call us back as soon as possible. Missed appointments cost money and you could be charged. Alternatively, you could arrange for a friend or neighbour to be at home on your behalf. This person must be over 18 and must stay in the property while the work or the inspection is being carried out.

If one of our operatives or a contractor calls and you are not in, they will leave a card asking you to phone to arrange another date. If you do not phone back, the job will be cancelled and you will have to report the repair again.

What to do if your repair is not completed within the target timeframe

It is our intention to carry out all repairs as effectively as possible. Sometimes, it is not always possible to do them within the proposed timeframe. Even so, if your repair has not been done within the target time we would ask you to contact us so that we can follow it up. Please report an overdue repair online.