We aim to schedule works at a time that is convenient for residents and will make reasonable adjustments to our communication with tenants and the scheduling of appointments, in line with our council housing supporting our residents policy.
If we are not provided with access to carry out the repair at the scheduled appointment time, we will attempt to contact the resident up to three times to reschedule before cancelling the job due to no access/no contact.
In the event of non-access, the tenant is responsible for getting back in touch to request the works to be done at a new appointment. This will result in a new routine repair being raised and may cause further delays to complete the works.
We will not cancel works to deal with any reported damp or mould; to deal with leaks affecting multiple homes; or any works needed to address health and safety concerns. In these cases, we will continue to contact the tenant to gain access and may seek a legal injunction for access to the property if needed.