We’re making some behind-the-scenes changes to how TCH Repairs operates to improve the service you receive. 

To make this happen we will be accepting emergency repairs only (situations where your health and safety, or the security of your home, could be at risk if the issue is not dealt with quickly) between 5pm on Thursday 31 July and 8.30am on Monday 11 August.

This earlier article explains more about the changes, but in summary while the repairs service residents in Kent and Sussex receive will look the same, the systems and processes in the background will be changing from Friday 1 August 2025.

These changes will give us greater control over how repair jobs are booked and managed. This will help us to fix more issues on the first visit and provide clear updates and communications to our residents.

With more than 2,000 fixes a month our repairs service is a complex set up. To give staff time to make the necessary system changes, we will be accepting emergency repairs only from 5pm on Thursday 31 July till 8.30am on Monday 11 August.

Any pre-booked non-emergency repairs will still take place during that time, and we’ll be adding extra staff in from 11 August to catch up on new non-emergency repairs.

Sureserve Compliance South will continue to book non-emergency repairs during this period for hot water and heating issues. You can contact them direct on 0800 011 3139. Our lift repair contractors will also be taking non-emergency bookings – email us at contractscompliance@tch.org.uk or call 01892 501480 option 1 for any lift issues.

We know how important the repairs service is to residents, and we listen to what you tell us through feedback like satisfaction surveys and complaints. That’s why we’re making these changes.

We are doing this in August as it’s the quietest month for repair requests, but we know that the changes will still impact temporarily on our residents.

We’re sorry if these plans cause you any inconvenience, but we’d like to reassure you that the changes will help us to provide an even better repairs service going forward.

We’ve set out a list of frequently asked questions below, but if you have any extra questions about this, please get in touch via info@tch.org.uk
 

Frequently asked questions

• When are these changes happening?
  • We will booking in emergency repairs only from 5.00pm on Thursday 31 July to 8.30am on Monday 11 August
• What counts as an emergency repair?
  • Emergency repairs are classed as situations where your health and safety, or the security of your home, could be at risk if the issue is not dealt with quickly 
• How can I book an emergency repair?
  • You can book emergency repairs in the same way – call us on 01892 501480 and press option 1
• I’ve got an existing booking for a non-emergency repair within this timeframe. What will happen to that?
  • Pre-booked non-emergency repair jobs will carry on as normal between 1 August and 11 August. It’s just new jobs that won’t be booked during this period
• When and how can I request a non-emergency repair?
  • We’ll be booking in new non-emergency repairs from 8.30am on Monday 11 August. You can book your job by emailing  repairs.direct@tch.org.uk or by calling us on 01892 501480.
  • Please don’t call the repairs team between 1 and 11 August unless you have an emergency, this will give us time to set up the new systems – thank you for your help with this. Our customer services team will be operating as usual during this time for queries other than repairs.
• Does this cover all types of repairs?
  • Not all – Sureserve Compliance South will continue to book non-emergency repairs during this period for hot water and heating issues. You can contact them direct on 0800 011 3139. Our lift repair contractors will also be taking non-emergency bookings – email us at contractscompliance@tch.org.uk or call 01892 501480 option 1 for any lift issues.
• How can I track the progress of my repair?
  • The repair tracking service will be paused from Friday 1 August while we swap over our IT systems. We’ll let you know when the tracking system on MyHomeOnline is back up and running, and we’ll also let you know about the increased information you’ll be able to access about your repairs. 
• I live in Epsom, will these changes affect me?
  • If you’re a former Rosebery Housing resident then these changes will not affect you as we have a separate repairs team covering Epsom and surrounding areas.
• How do I know if TCH Repairs carries out my repairs
  • You can check if you’re affected by this by putting your post code into this page. You will see, at the top of the page that then opens up, if you can book non-emergency repairs or not.