An update on our winter repair period consultation

Posted on the 24th September 2019

We recently asked you to give us your thoughts about our proposal to adjust our winter repair period to include April rather than October.

The proposed change was based on feedback from customers and Met Office statistics, which show that average temperatures in April tend to be lower than those in October.

Thank you to those of you who gave your feedback; we have carefully reviewed your responses. 80% of customers agreed with or felt neutral about the proposal. We have therefore decided to change our winter priority window. Our winter period will now start on 1 November.

From 1 November until 30 April, if you report a problem with your heating or hot water, we will treat it as high priority and aim to attend within 24 hours.

Between 1 May and 31 October, if you have no heating or hot water, we will attend within an average of 15 days, although we try to book appointments sooner than this.

We will be offering more opportunities for our customers to share their views on future proposals and ideas – keep an eye on our website for more details.

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