Skip to content

Report a missed appointment

Missed appointments can cost time and money for both you and us. We will take all reasonable steps to minimise missed appointments and to keep you informed throughout the repairs process.

If we fail to keep a prearranged appointment (with a customer for access to their home) without good reason, or we have failed to rearrange the appointment with you in advance and this causes loss of earnings and/or major inconvenience, we will offer £15 compensation and you will not be asked to provide proof of loss of earnings to receive this.

You can report a missed appointment by emailing or you can telephone 01438 242666. You will be given a new appointment.

If the agreed appointment becomes inconvenient for you, please call us back as soon as possible.

Recharging tenants

If the first appointment is missed by you, we will reschedule the appointment. If you miss two appointments, the repair request will be cancelled. However, if there is a health and safety risk, we will regard it as a case of refused access for an essential repair and potentially force entry to the property.

Where two arranged appointments are missed in a 12 month period, you could be charged a maximum £100.