Home > Residents > Tenants Handbook > 3 - Repairs & Improvements > What happens when I report a repair?

Hexagon staff will ask you for lots of information about the repair.  This will include
- What needs repairing or replacing?
- What the problem is – is it leaking, broken, lose or stiff?
- Can you describe the item that is broken – what type, shape, colour and size is it?
- What is it made of – wood, metal, plastic?
- What you think is causing the problem?
- Where in your home, block or estate the repair is needed?
- Are any other homes affected?
- When you can be in and the best way for the contractor to contact you?
It is a good idea to think about these things before contacting Hexagon.

We tell you:
- How long the repair should take to complete,
- In the case of Urgent or Routine repairs booked via the Customer Service Centre, we will make an appointment for you.  This will usually be morning, afternoon or ‘avoid school runs’.  If you later need to change this appointment, please call us at least 24 hours before it is due.
- Who the contractor is; and
- Give you a Repair Order Number.
- If a surveyor needs to inspect we will make an appointment for them to visit you when you ring – we will aim for this to be within 5 working days, although this will depend on you being able to be at home.
- Apart from with emergencies, if no appointment is made when you report the repair, the contractor will usually try to give you at least 24 hours notice of coming to do the repair.

For most repair jobs, our contractor will need to get into your home during the day. 
- It is very important that you keep this appointment as we could be completing other tenants’ repairs, you may be recharged if you break appointments without adequate notice.
- If you cannot be at home, ask a friend or neighbour if they can stand in for you.
- If you are out when our contractor visits, they will leave a card asking you to ring to arrange another appointment. If you do not contact us, we will cancel your repair job.

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