As your landlord we are responsible for the maintenance of your home, and we aim to fix things as quickly as possible.  

When an emergency repair is needed we aim to attend and make things safe within four hours – whatever the time of day.  

We have two different repairs teams – one covering homes in and around Epsom and the other covering those in Kent and Sussex – each with its own phone number.  

If residents call to report an emergency repair when our offices are closed, calls automatically go through to the repair team’s out of hours helpline, who can arrange support.  

You said…  

Through our complaints process we’ve heard that one of our Epsom residents called the Kent and Sussex service and was put through to its out of office helpline.  

Instead of being given the number for the Epsom service, they were told that they would need to speak to the Epsom office when it opened on Monday.  

As a result, they had to pay for their own emergency repair. We of course refunded them this cost and offered compensation because of the error, but clearly they should never have been in this position.  

We’re doing…  

To stop the same thing happening again we’ve updated the voice message that residents hear when they call us, explaining which office they’ve called.  

We’ve also provided each out of hours helpline with details of all TCH properties so they can direct callers to the correct number if needed. The same information has been shared with TCH colleagues who are on call for emergency repair issues.  

We’ve also updated the Contact Us section on our website to make sure all residents see the ‘post code checker’, which will direct them to the correct s