Getting Your Repairs Done

How to report your repair

If your house needs to be repaired you should report it to the Customer Service Centre on 0800 011 3447. If you need an emergency repair and it is after 7pm or a weekend you should telephone the emergency repair service on the same Customer Service Centre number. You can also email us at customerservice@dghp.org.uk

DGHP need to know:

• Your name, address and telephone number;
• All the repairs that need to be done;
• As much information as possible about the repairs. It helps us to order the correct work if you can tell us which room or part of the house needs to be repaired and how the problem happened; and
• Times when someone is usually at home (so that the workers can get access).

What now?

When you report your repair we will tell you:

• If it is our responsibility or yours;
• How long it will take to carry out;
• If we need to inspect the work we will arrange an appointment for a Technical Inspector to attend. We will offer you a time within 3 working days or at a time that suits you; 
• If there will be any delay in getting the repair carried out because of planned works or financial restraints; and
• Whether or not the repair is a qualifying repair under the right to repair legislation.

How long will it take?

The details of your repair are passed to our contractor as soon as you report it. If a DGHP Officer needs to visit your home we won’t order your repair until they have been.

For Routine repairs

We will send you a receipt telling you:

• What the repair is;
• Your appointment time if applicable;
• When the repair will be done by; and
• We can also send you a text reminder to your mobile phone.

Timescales

Our repairs are split into different types depending on how serious they are:

• Emergency Repairs – These are the repairs which could be a risk to your health and safety or could lead to serious structural damage to the property. We will make these safe in 4 hours;
• Urgent Repairs – We call these P2 Repairs. These are repairs which are less serious but which need to be done quickly, for example, toilet system not flushing. Our contractor will deal with these within 24 hours;
• Routine Repairs – We call these P3 Repairs. These are repairs which are not serious or threaten safety, for example, renewing slates or renewing doors. Our contractor will deal with these within 12 working days.