Residents' handbook - Moat

REPAIRING YOUR HOME SECTION 3If we have to force entry to a home, we will leave it secure. If we forceentry because of your negligence, for example if you overfill your bathand flood the property below, we will charge the cost to you.AppointmentsWe will give you an appointment when you report an urgent or routinerepair so that you know when our contractor will come. We do notmake appointments for emergency repairs.When you report an emergency repair you must do your best tocontain the situation. For example, you might need to turn off thewater supply. You must also be there to let us in straight away when wevisit.REPAIRS TO YOUR HOMEAppointment times are currently Monday to Friday:• between 8am and 1pm for morning appointments• between 1pm and 5pm for afternoon appointments• 9.30am to 3pm (avoiding school run) or• all day appointment, between 8am and 5pm.We may sometimes have to break an appointment. We will give you£20 in compensation if this happens. It currently applies only toappointments made for our repairs partnering contractor. You will onlyqualify for compensation if the appointment was arranged by Moat andlogged on our system and the contractor did not tell you in advancethat the appointment would be broken.If we cannot contact you, we will leave a card to say we couldn't get inand provide an alternative appointment within one week.We willrecord the date and time of our visit on our database. If you fail tokeep the second appointment, the work will be cancelled and it will beyour responsibility to contact us to order the repair again.When youdo, we will give the repair its original priority, which means thetimescale for the repair will restart from the date you order it again.3-15