Repair FAQs

How do I report a repair?

All non-urgent repairs should be reported through My Account, our online service that's available 24 hours a day, 7 days a week. Login or register here.

Our phone lines are open Monday to Friday between 8AM-5PM.

Call anytime to report emergencies. Non-urgent enquiries will only be taken by phone between 9AM to 3PM.

What is an urgent repair?

Urgent repairs include things like total or partial loss of services (electric, gas, water); unsafe electrical sockets or fittings; blocked toilet, sink, bath or basin (with no others available); leaks, a loose handrail; and unsecure windows, doors or locks or where a door entry phone is not working.

To see all the ways you can contact us, go to our Contact page.

If you have an emergency, or want to discuss a repair, you can reach our Customer Services Team Monday to Friday, 8AM to 5PM. If you ring outside these hours, there will be an answerphone message giving you an emergency number to call.

If you call our Customer Service Team to request a repair you’ll be asked a series of questions so that we can diagnose what the problem is. The Customer Service Advisor will then make an appointment for the repair to be completed. How soon the appointment is made will depend on the priority of the repair. For instance, an emergency repair will be dealt with much more quickly than a non-urgent repair.

To discuss a repair you’ve already reported, please have your repair order number to hand.

How are repairs prioritised?

Our timescales for carrying out repairs have been agreed in consultation with our tenants and make it possible for us to provide an excellent level of service across all neighbourhoods.

The timescales are set out below:

Emergency Repairs - Attend and make safe in two hours (Used only in exceptional circumstances)
Very urgent repairs - Complete within 24 hours
Urgent repairs - Complete within 5 working days
Non-urgent repairs - Complete within 25 working days
Specialist non-urgent repairs - Complete within 60 working days

These timescales allow us to ensure a greater certainty that we will be able to deliver the service within the agreed priorities, especially where work involves making non standard items, and better value for money by giving us the opportunity to group work together.

When will my appointment be?

Appointments will be booked for:

Morning (8AM to 12 noon)
Afternoon (12noon to 5PM)
10AM to 2PM
All day (8AM to 5PM)

All appointments are Monday to Friday only, excluding bank holidays and public holidays.

What if I miss my appointment?

You should always let us know immediately if you need to cancel or change an appointment.

You will need to notify us by:

8AM for a morning appointment
12noon for an afternoon appointment

If you don't tell us that you won't be in and are not at home for your repair appointment, we will charge you £10.

We look at each case individually and there may be exceptions to this charge if the appointment was missed due to an emergency.

What if Derby Homes miss the appointment?

As part of Derby Homes’ Customer Care Charter, we will pay you £10 if a member of staff makes an appointment to visit you and the appointment is not kept. This applies even if a contractor fails to attend a day-to-day repairs appointment and does not notify you by:

8AM for morning appointments
12noon for afternoon appointments

Compensation for missed appointments also includes other external contractors, but arrangements may vary. Payments to tenants and leaseholders are usually made as a rent/service charge account credit.

If you would like more information about how the missed appointments scheme works, please email the Customer Service Team on [email protected].

What should I expect when repairs are carried out in my home?

If we need you to move any furniture or remove any floor covering, such as carpets or laminate, we will give you seven days warning. It is your responsibility to do this before the contractor arrives. Please contact us if you are having difficulty arranging this.

We regret that we are unable to undertake any work in your home without an adult present. We have a safeguarding policy and will not be able to work in a property where there is an unaccompanied child.

You need to make sure that everyone is safe while repair workers are working. For example, keep any pets out of the way, and keep an eye on your children.

In bad weather conditions we will always make things safe but repair workers may not be able to carry out a full repair. This is for their own safety.

All our staff and contractors are expected to be considerate and respectful towards you. We expect you and members of your household to behave in a similar way towards them.