On 1 August we let you know that we were making some changes to how our repairs service across Kent and Sussex is managed, and that we’d need a short period of adjustment while our new team and systems were set up. During this time (31 July to 11 August) we were only able to accept emergency repairs. Thank you for your patience while this work was carried out. 

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 made these changes. 

We’re really pleased to let you know that our new repairs team is now fully up and running. Although there were a few minor hiccups in the early days, most residents will not have been affected. 

As we move into the autumn, our priority will be reducing the number of older jobs that are still outstanding, while making sure we respond on time to new requests. Our aim is always to keep residents informed, fix as many issues as possible on the first visit, and continue improving satisfaction with the service. 

With more than 2,000 repairs carried out every month, it’s a big task – but by managing the service ourselves, we now have more control over bookings, updates and communications. This means a smoother and more reliable service for you. 

👉 Here’s how to report a repair: 

• Non-emergency repairs – email repairs.direct@tch.org.uk or call 01892 501480 

• Emergency repairs (including lifts) – call 01892 501480 and press option 1 

• Hot water and heating – contact Sureserve Compliance South on 0800 011 3139 

We’ll continue to keep you updated as the service develops and work with engaged residents and all the feedback that residents provide us through surveys, complaints and other feedback with the aim of continuously improving the service. Thank you once again for your patience and support – we’re confident that the changes will make it easier and quicker to get repairs done in your home.