We know that having something go wrong in your home can be frustrating – and booking a repairs appointment might feel like yet another thing to worry about. But don’t worry – we’re here to make the process as smooth and straightforward as possible.

Here’s what you can expect when you book a repair with us 👇

Flexible appointments to suit your day

Repairs appointments are available Monday to Friday, between 8am and 5pm. We offer morning slots (8am–1pm) and afternoon slots (1pm–5pm), including school run-friendly times (10am–2pm on weekdays). While evening and Saturday appointments are not available in Surrey, we’ll always do our best to find a time that works for you. When you contact us, we’ll agree on a convenient time and book it directly with the repairs team.

Helpful text messages to keep you in the loop

Once your appointment is booked, you can choose to receive text updates, which will:
✔ Remind you 24 hours before the visit
✔ Let you know when the TCH Repairs team is on the way

It’s a simple way to stay updated without needing to call or check in.

How we prepare for your appointment

We’ll always give you reasonable notice before we need access to your home – typically around a week.
Our repairs teams are expected to:

• Be polite and respectful of you and your home
• Leave the area clean, tidy, safe and secure after the work is done
  In the rare case of an emergency, we may need to enter your home to carry out urgent repairs. If this happens, we’ll make your home secure straight away and arrange to repair any damage caused.

How you can help

To make sure the repair goes smoothly, we kindly ask you to:

• Allow access to your home at the agreed time
• Move any personal belongings or furniture that might get in the way
  If you have a disability or need help with moving things, just let us know in advance – we’ll do our best to support you.

We value your feedback

After your repair, you might receive a quick call from Wordnerds, our feedback partner. They’ll ask about your experience so we can keep improving. If you’re not happy with the repair, we’ll follow up and put things right.

💡 Want to know more about what’s covered in your repairs service?

You can read our full repairs policy here: Responsive repairs policy

As your landlord, we’re responsible for maintaining your home and aim to fix any issues as quickly as possible. If you experience an emergency repair, please contact us.

If you’re a Leaseholder or Shared Owner, please visit the Love Living Homes website for information tailored to your property.

For full details about our repairs service – including what’s covered and how to report an issue – visit our page: Repairs and maintenance.

If you’re based in Kent, East or West Sussex, our repairs service could vary, please refer to our article here.