Service Standards - Repairs

When you contact us to report a repair, here's what you can expect as part of our Service Standards from Twin Valley Homes' responsive repair team.

We'll speak to you in a polite and professional way, give you as much information as possible and let you know if we need to call you back and when it will be.

We'll carry out your repair within the following timescales from when it is reported and will:

Attend to Emergency repairs within 24 hours and complete the repair or make safe. In most cases emergency repairs are completed well within this service standard timescale.
Aim to complete Urgent repairs within 7 calendar days.
Aim to complete Routine repairs within 28 calendar days.

Occasionally a repair may take longer, for example if we need to order a part or have an item especially made to measure, but whenever possible we will complete your repair in one visit.

If this isn't possible, we will let you know and agree when the work will be carried out.

When we carry out work in your home, we will:

Be dressed in a Twin Valley Homes uniform (unless the work is being carried out by contractors or agency staff)
Introduce ourselves, carry identification cards at all times and produce this on entering your home as requested.
Be polite, courteous and treat you fairly.
Not discrimate against any person because of race, colour, sex or nationality.
Not smoke, not use inappropriate language or play loud music.
Treat your home and possessions with respect.
Provide dust sheets where necessary and clear away rubbish every day.
Not use your telephone or toilet/bathroom unless you give your permission.
Not leave tools or possessions in your home overnight.
Leave your property clean and tidy when we have finished.
Keep your home safe and secure.
Complete the job as quickly as possible with minimal disturbance.
Provide you with an out of hours 24 hour/365 days emergency repairs telephone number outside normal working hours.

For the majority of repairs we will usually arrange an appointment so that you know when to expect a tradesperson to arrive. If your repair is weather dependent or in a communal areas, or likely to be done by a sub contractor, we won't be able to give an appointment but will advise you of the timescale for completion and let you know this at the time your report the repair.

If we are unable to keep the appointment for some unforseen reason, we will let you know and arrange an alternative.

Reporting a repair to your home is easy!

Just telephone our Repair Line, where the team will help you to report your repair.

01254 269100

Our office opening hours are 09:00am-5:00pm, Monday, Tuesday, Wednesday & Friday and 9:30am-5:00pm on Thursday.

or if it's easier for you, why not text us on 07781 47 27 11

If you prefer, you can email your repair to us by clicking on the link Repair Line

Alternatively, you can visit our reception in person at Prospect House or tell a Twin Valley Homes employee at one of our estate offices.

Another option is to write to us at: Twin Valley Homes, Prospect House, Wharf Street, Blackburn, Lancashire, BB1 1JD.