Winter timeframe proposal – your views

Posted on the 23rd August 2019

If you have no heating or hot water, we will treat it as a high priority and aim to attend within 24 hours within our winter repair period.

In our summer period, we will attend within an average of 15 days.

We are reviewing our winter and summer timeframes. As part of this review we believe we can offer a better service to our customers by adjusting our winter period to include April rather than October. This reflects average temperature trends for April and October.

Feedback from our Customer Services team also shows that in April customers are often disappointed to learn that they are expected to wait an average of 15 days to get their heating working despite the low temperatures.

We are therefore proposing to change our timeframe. You can see the current and proposed approach and the Met Office statistics below:

The consultation is now closed and we are collating your views, which will help us decide whether to go ahead and implement the changes.

We will be offering lots 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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