How
to Report a Repair
You can report a repair by:
- Contacting our customer
service centre on
08000 461600 (free from a land line) or 01642 26110 (charged at local rates from a mobile. - Email us by clicking here
- Texting a repair
to
07595 410635
Our customer service centre is open 8.30 to 5pm, Monday to Friday (After 10am on Wednesday) In the case of an emergency repair outside these hours, please contact the emergency out of hours service on 08457 626450.
Once the repair is reported, the customer service staff will give it a priority code, as detailed below. This will then be passed to either our in-house team of or one of our approved contractors and you will receive a phone call to make an appointment.
Priority Codes
- Priority 1 - Complete or make safe within 24 hours
- Priority 2 - Complete within five calendar days
- Priority 3 - Complete within 21 calendar days
Allowing Access
If you have made arrangements to allow access to your home so a repair can be completed, please make sure you keep to them so we can carry it out for you. If you are not in, we will leave a card through your door asking you to either contact us to rearrange the appointment. You will also be sent a letter by post. If no new arrangements are made, the job will be discarded until we hear from you again, unless it is classed as dangerous or at risk work.
Code of Conduct
All Tees Valley Housing staff members and contractors who carry out work in your home must ensure it is carried out with the minimum of disruption to you and with respect for you and your home. A copy of the code of conduct is available from our office.
Customer Satisfaction Calls
Once a repair has been completed you will receive a telephone call from our customer services centre asking how you rate the work that has been done. If you have any issues or concerns regarding the work, you can also use this opportunity to report back to us. Your comments and feedback are valued and help us improve our services.
