Our repair services - keeping you informed

Our repairs services - keeping you informed

December 2021

We know how important repairs are to our customers and want to keep you informed about the current situation of our repairs and maintenance services.

If you have an outstanding repair, you will have received a letter from us recently and you may also have seen an article in our community newspaper delivered in November explaining some of the challenges we have experienced recently. You can view a copy of the newspaper by visiting hafod.org.uk/communitynews.

Please be assured that we are doing everything we can to address the backlog of repairs and to ensure you receive the high levels of service you should expect. Below you will find key information about how our services are currently operating, what we are doing to improve and how you can help.

Thank you for your patience and understanding during this time. We hope you find this information useful, but if you have any comments or suggestions for other information you would find helpful, let us know by emailing maintenance.enquiries@hafod.org.uk

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How we are improving our services

  • We have employed more skilled trades people so there are more operatives available to carry out repairs
  • Prioritising repair work to ensure the safety of you and your home. This means that non-urgent repairs may take a little longer than usual.
  • Using text messages and emails to keep you up to date about your repair. Please make sure we have the right mobile number and email address when you book your repair. If one of our approved contractors completes a repair on our behalf, they will contact you directly about your appointment.
  • Keep our website and social media up to date with any general changes to our services.
  • Rescheduling appointments is sometimes unavoidable. This may be because an operative is not available through illness or has been held up on another job. We are trying to prevent this wherever possible but will keep you updated by text or email if your appointment needs to change.

What you can do

  • Download our Hafod 24/7 app from your App store. Reporting a repair is easy and you can also attach a photo or video to help us identify the repair you need.
  • Can it wait? Our phones lines have been extremely busy, if it’s not urgent please consider reporting your repair by emailing enquiries@hafod.org.uk, providing as much information as possible to help us arrange the right repair for you.
  • If your repair is urgent or an emergency, always call us on 0800 024 8968. Not sure what is an emergency repair? Visit hafod.org.uk/repairs
  • Keeping your contact details up to date is important. You can do this easily via the 24/7 app, by emailing enquiries@hafod.org.uk or when you speak to one of our team on the phone.

Keeping you safe

  • We will always prioritise emergency and urgent repairs to make sure you are safe in your home.
  • We continue to schedule routine repairs and planned works although they may take a little longer than usual.
  • To keep you and our colleagues safe, all work is completed with Covid-19 precautions in place. Please continue to tell us if anyone in your household has Covid-19 or is experiencing symptoms so that we can reorganise your appointment.

Are you on Facebook? Join our #Connect group for your local area to see useful information and updates. Simply visit facebook.com/HafodHousing/groups