Emergency repairs

You should always phone us if you have an emergency repair on 01403 226000. A list of repairs that can be considered as an emergency can be found here.

 

All other repairs can be reported in the ways listed below:

• Through your My Saxon Weald account - mysaxonweald.com
• By email - [email protected]
• By phone – 01403 226000

 

For gas heating and boiler repairs:

If you live in a retirement or extra care scheme, please report any gas problems to Saxon Weald via the methods above.

 

For all other repairs to gas heating and hot water systems you can phone the number above or e-mail our Gas contractors, TSG: [email protected]

 

Following your repair, you may be contacted by our auditors. They carry out random quality checks to ensure we maintain high standards of gas safety.

 

Leaseholders Repairs

Responsibility for repairs and maintenance in leasehold properties are determined by the terms within your lease. Generally, you will be responsible for all repairs inside your home, and Saxon Weald are responsible for the external and communal parts.

Please report any repairs through your mywealdliving account, or, if your live in retirement or extra care housing, speak to your Scheme Manager.

 

Damp, mould and condensation

Please report damp, mould or condensation in the same way as other repairs. We have a special team who will visit you and carry out an initial inspection of your home. For more information and advice please click here.

 

Some important things to remember

• Before you ask us to do a repair, please check that it is our responsibility. There are some repairs that we expect you to carry out yourself. You can find a list of repairs which are your responsibility here.
• For safety, please ensure children and pets are kept away from work areas. There must be someone over the age of 18 at home and we would kindly request that you do not smoke.
• We will not tolerate abuse either physical or verbal towards our staff. Please treat our staff and contractors with respect.
• In exceptional circumstances we may not be able to carry out a repair to your home if there is a risk to the well-being or safety of our staff. If this happens we will let you know the reasons why.

 

Standard repairs 

We aim to complete all repairs within a target of 28 days. How quickly we can attend will depend on levels of demand at the time, however most repairs are completed well within 28 days.

 

This 28-day target covers repairs inside and outside of your property and communal areas.

 

Appointment times

We offer appointments from Monday to Friday during the following time slots:

 

• 8.00am – 1.00pm
• 8.00am – 4.30pm
• 10.00am – 2.30pm
• 12 noon – 4.30pm
  
  

You can choose an appointment slot that suits you on My Saxon Weald or alternatively rearrange an appointment if the time you have selected is no longer convenient.

We will keep you updated and remind you in advance, by text message, when your appointment is due and when our operative is on their way.

 

If we do need to cancel your appointment for any reason, we will call you as soon as possible to advise you and rebook. If we cannot reach you on the phone, we will text or email. 

 

Please note!

• Where possible we will repair something that is broken rather than replace. It will be replaced if it is not able to be repaired to good working order
• When replacing fixtures and fittings (including ones you may have fitted yourself), we will try to match the existing style or colour, but this may not always be possible. We appreciate your understanding that availability and stock limitations may affect the final choice.
• We will only replace or repair fencing that forms a boundary to your garden.
• If a HomeFix operative attends to carry out a repair and is unable to complete the job, we will contact you to explain what will happen next.
• We work closely with our contractors to make sure that repairs are carried out to the highest standards and with the same commitment we have to our customers.