How the right to repair scheme works

Stage 1

You must give us the opportunity to complete the work within the stated time.

Stage 2 – Second contractor 

If the repair has not been completed in the time given, you can ask us to get a second contractor to do the work.  Unless there is a good reason why the work has not been done, we will order the work with the second contractor and send you a copy of the order.  The second contractor will have the same time to complete the repair.

Stage 3 - Compensation

If the repair is still not completed in time, please contact the Customer Services Centre on 01670 542424.  Unless there is a good reason why the repair was not done, for example you did not keep your appointment you will be entitled to £10 compensation.  For every extra day you wait you will get another £2, up to a maximum of £50.  If you owe us money, we will take away the amount you owe from your compensation.

Stage 4 – Your right to repair

If the second contractor fails to do the work in time without good reason such as you did not keep your appointment, then you can get the work done yourself up to a cost of £250 and send us the bill. This is known as the right to repair.  Please note this applies to qualifying repairs only.

Qualifying Repairs