No Access
You've received a No Access Card - find out what it means for your booked repair and what you need to do.
We understand that sometimes you’ll miss a scheduled appointment with our team. Whether that’s because you weren’t in, or our team weren’t able to gain access to the problem in your home, this will count as a missed appointment which we call a ‘No Access’ and you’ll receive a No Access card through your letterbox.
What the card says, what it means, and what you need to do
Every year, more than 8,000 repairs appointments are missed because we can't access a property. Missed appointments cost us around £52 per appointment. That's £416,000 a year that could be spent improving your homes and neighbourhoods.
Since we’re keen to get your repair fixed as soon as we can, we’ll leave a card with the Repair team member’s name, date and time of their call that day, and the name of the repair you booked.
They will also rebook your appointment for you. You can find the new date and time on the card. Unless you’ve missed three appointments in which case your repair will be cancelled and you’ll need to contact us to rearrange it.
Green, Amber, Red
We use a ‘traffic light’ system to communicate the seriousness of missed appointments. You’ll receive a different card each time you miss an appointment, warning you what happens if you continue to miss your appointment.
If the appointment is missedfor a third time, we' will notify that the booked repair has been cancelled and recommend you get back in touch to schedule it again.
First missed appointment
You missed your repair appointment, so we’ve rebooked it for you. Please make sure someone is home at the new time so we can get your repair sorted.
Second missed appointment
You’ve missed another repair appointment. If you miss your next appointment, we’ll have to cancel the repair until you contact us to rearrange.
Third missed appointment
We weren’t able to gain access to your home today. Please get in touch with us to rearrange your appointment. If this was for a routine repair, it will be cancelled if we don’t hear from you.
If you missed your third appointment, the No Access card you receive will make it clear your repair has been cancelled.
For repairs requiring a red No Access card, we'll also remind you that where repairs relate to safety or legal obligations, we may need to take further action to gain access to your home. Any costs associated with this may be recharged to you. We will always work with you to find a solution and do everything we can to avoid this outcome.