Repairs – customer journey

Identifying the repair

When you identify a repair, ask yourself the following questions:

Is it an emergency?
If yes, it must be reported immediately to Ongo Homes by telephone on 01724 279900. Examples of emergencies include:

• Major leaks
• Complete loss of heating or power or anything that poses an immediate risk to health and safety.

Who is responsible?
Some repairs and replacements are the responsibility of tenants. These include, but are not limited to, replacing light bulbs, fitting or replacing toilet seats, maintaining fences that do not back onto a public pathway, general household upkeep such as decoration or garden maintenance.

If you are unsure whether a repair is your responsibility or ours, please refer to the tenant responsibility section here or contact us for guidance.

If it is Ongo Homes’ responsibility
Please report it as soon as possible through one of our usual channels so we can arrange for it to be put right.

Reporting the repair

There are a variety of ways you can report a repair to us:

• MyHome – You can raise and make an appointment for non‑emergency repairs through your MyHome App 24 hours a day, 7 days a week. Find more information here.
• Digital options – You can contact us via Facebook Messenger, email, or our online chatbot.

For enquiries via Facebook Messenger and the Ongo chatbot, we’ll respond on average within 5 minutes during operating hours (Monday-Thursday: 9am-5pm, Friday: 9am-4:30pm).

For enquiries via email, you will receive an acknowledgement that we have received your e-mail within 24-hours and we’ll respond within 3 working days.

• Telephone – Call us on 01724 279900.

Please note that emergency repairs must be reported by telephone so we can respond quickly.

• Face to face – Visit us at Ongo House, open: Monday-Thursday: 9am-5pm, Friday: 9am-4:30pm (excluding Bank Holidays).

Accessibility and reasonable adjustments
We are committed to making it easy for everyone to report repairs. Information and correspondence can be provided in large print or alternative formats if required. If you need communication support, such as translation, or a preferred contact method, please let us know when reporting your repair. We will do our utmost to accommodate any reasonable adjustments you’ve told us about in advance. If there’s anything else that would help, please highlight this to us at the time of reporting.

Additional information
Some repairs may be subject to a recharge. For further details, please contact us or follow the link provided here.

Booking your repair

Our colleagues in the Customer Experience Team will raise the repair and make an appointment.

• If this is arranged over the phone, we’ll ask if you’d like us to send a confirmation letter.
• If you have tried to book an appointment through the MyHome app but have been unsuccessful, you will get a pop-up notification within the app confirming that we will complete the appointment on your behalf.
• Once appointed, you’ll receive a text confirmation (unless you’ve asked us to contact you in a different way). This message will include the date and time of the repair, the order number, and the trade assigned.

Contractor appointments

• If your repair is sent to one of our approved contractors, we’ll let you know by text. Their contact number will be included so you can reach out to them directly with any queries.
• Contractors are expected to deliver the same level of service as our own Operatives. For urgent repairs to be completed within 7 working days, they will make contact within 48 hours to make the appointment with you. For routine repairs, they will contact you within 3 working days.

Appointment scheduling

• If our Customer Experience Team cannot offer an appointment, the job will be passed to our Planning team to book. They will make sure the appointment is arranged and contact you in your preferred way to confirm the date and time within 3 working days unless the repair is an emergency.
• As always, confirmation will be sent via text once the appointment is arranged (unless you’ve asked us to contact you in a different way).

To help us keep you informed, please ensure your contact details are always up to date.

Keeping in touch

• Once your repair has been arranged, you’ll immediately receive a text message if we hold a mobile phone number for you confirming the appointment, no matter which channel your request came through.
• If you’d prefer, we can also confirm your appointment by letter or email. This will be sent by the person who arranged your repair.
• If your repair is classed as urgent priority, you’ll receive a reminder text 48 hours before the appointment.
• For all other appointments, a reminder will be sent one week before.

Additional reassurance
If at any time you need to change your appointment, simply contact us through one of our usual methods and we’ll be happy to rearrange it.

• If there are any changes on our side, such as delays or cancellations, we’ll notify you promptly, so you’re kept fully informed.
• Communication can be tailored to your needs. For example, we can provide letters in large print, alternative formats, or offer language support if requested.
• Please note that text messages are for updates only and cannot be replied to directly. If you need to get in touch, use one of the contact methods listed above.

The day of the repair

Before your appointment
You’ll receive a text message on the morning of the repair. If you’re unavailable on the day of the repair, please call us as soon as possible to reschedule. Otherwise, you may be subject to a missed appointment charge.

You will receive a text message when the operative or contractor is on their way and they will call you to confirm they are enroute.

All our operatives carry clear identification, and we recommend you ask to see it before inviting anyone into your home.

During the visit
Our operatives will keep you informed about what to expect and explain the repairs carried out. If any follow-on work is required, they will let you know.

After the repair
Once the job is complete, the operative will update the status and provide completion notes. You may be invited to complete a short digital survey shortly following the repair to help us improve our service.

Accessibility and adjustments
We do our utmost to accommodate any reasonable adjustments you’ve told us about in advance. If there’s anything else that would help on the day, please let us know.

Follow on work

If a repair cannot be completed during the initial visit due to time constraints or materials required, the operative will contact our planning team while onsite and arrange a convenient follow‑up appointment with you.

You’ll receive a text alert confirming the appointment. We can also confirm by email or letter.

If the materials are not available from the stock we hold, we’ll provide you with an estimated lead time for the item.

As soon as the parts have been ordered, you’ll receive an automated text message advising that the part has been requested.

Another text will be sent once the parts arrive. Our planning team will then contact you within 3 working days to book an appointment for fitting.

Sometimes repairs may require more than one trade, meaning different people may need to attend at separate times. If this is the case, our engineers and planning team will explain everything clearly when booking your follow‑up appointment.

At the initial visit, the Operative will also let you know if any preparation is required from you, such as clearing an area or emptying a cupboard.

We will always do our best to send the same engineer for your follow‑up appointment to provide continuity. However, please remember to always ask for identification before allowing anyone into your home

Quality assurance

Once works have been fully completed, you may be contacted to complete a short digital survey about your repair experience. This feedback helps us to continuously improve the service we deliver.

In addition, you may be contacted to arrange a post inspection of the works carried out. These can either be carried out over the phone or through a physical inspection at your property, depending on the nature of the repair.

Post inspections are conducted by a Maintenance Manager or Supervisor to ensure the quality of the work meets our standards.

Post inspections are typically carried out for:

• High risk works (e.g., damp, mould, disrepair)
• High value repairs (over £2,500)
• All void properties (100% inspection)
• Repeat or complex repairs
• A random sample of general repairs

Sustainability and quality assurance
We are committed to carrying out repairs using approved materials and methods that ensure durability and safety. Wherever possible, we aim to source materials responsibly and reduce waste to support environmental sustainability. Post‑inspections also help us monitor quality standards and identify opportunities to improve efficiency and sustainability in our repairs service.

Complaints and feedback
If you are unhappy with the repair or inspection outcome, you can raise a complaint through our usual channels (phone, e-mail, online). We will acknowledge complaints promptly and aim to resolve them within published timescales. Your feedback, whether positive or negative, helps us improve the service we deliver.