Access to your home to carry out repairs

If you give us a mobile phone number when you request a repair, we may send an appointment confirmation text immediately.

You will then receive a text to let you know that your operative is on their way and what time they are expected to arrive. The text will include a link to track their distance from your home. Be aware that your operative may reroute their journey to pick up materials to carry out your repair. 

At the end of your appointment you will receive another text with the option to offer feedback on the service you received and rate your experience. We value your feedback as this lets us know what areas of our service work well and where improvements need to be made so please do take a minute to complete it.   

If an operative arrives at your home to carry out work but cannot gain access, they will telephone you to check whether you are home or not.

If there is no answer to the call, the operative will leave a card at the property letting you know that they visited.

You will need to contact us to rearrange the appointment. Our repair appointment times are in two time slots from Monday-Friday, either between 8am and 1pm or between 12pm and 5pm. We can also provide early morning, evening and Saturday morning appointments on request.

All our operatives carry photo ID

Our ID cards state that they work for Lewisham Council. You should ask to see ID before allowing someone into your home.

Allowing access for annual gas servicing

It is a condition of your tenancy that you allow us access to your home to carry out a gas service every year. We will make a free appointment with you to inspect your gas pipe work and service all gas heating appliances.

If we cannot gain access after repeated attempts, we will take legal action to gain access and carry out the service. This is for the safety of you and your neighbours. You will be billed for the cost of the legal action.

Required access policy

You can find this policy in the policy library.