We know that it can sometimes be tricky to explain what your repair need is and the impact it’s having on your home. That’s why we’ve set up a video call option for residents who call in about a repair.

You can request a video call during your conversation, or sometimes our team will suggest it as a way to get more information. The video call is only used to help diagnose the repair, so we don’t need to see any other part of your home.

The process is simple – all you need is a smart phone that can make a video call. During the call we’ll send you a text message with a link to the video call. Once you click on that you’ll be able to show us your problem through a video call. Check out the process in this short video:

Showing us your repair issue via a video call really helps us to make sure we can get the right team out first time to fix your problem. It also helps us to better understand the impact that the repair issue is having on you and your home.

Video calls are recorded and stored on our systems, and we may share them with  TCH Repairs so they can better understand the issue. But we’ll never publish or use the recording for anything other than diagnosing what repair you need. You can see more about how we collect and use your personal information here.