Frequently Asked Questions

Got a question about our repairs service or need some help and advice.
Why not take a look at some of our frequently asked questions below:

What is an emergency repair?

An emergency repair is a repair that requires making safe/repairing where there is immediate risk to life and/or a danger/risk to property.

Examples of emergency repairs are:

  • Severe leaks which can’t be contained
  • Major electrical failure (not a power cut)
  • Exposed live electrical wires

To contact us about an Emergency repair, click here.

How can I change my appointment if needed?

If you need to change your appointment for whatever reason, you can do this by contacting us as soon as possible so that we can re arrange your appointment for you.

You can also change your appointment online, by visiting Your Account.
Remember failure to tell us about your missed appointment could mean you may be charged.

What will happen if I miss my repair appointment/gas safety check

If you are not at home for your Gas Safety check appointment, we will leave a card each time you fail to allow us access.

This informs you we have tried to carry out your Gas safety check and that you need to contact us as soon as possible to re-arrange your appointment. If you do not ring to re-arrange, you will receive another letter advising you of your new appointment. If this appointment is not convenient, you need to contact us as soon as possible to re arrange.

If you continually fail to allow us access to carry out your Gas Safety check, we will take steps after the third failed appointment, to access your home to make your gas supply safe. This will be in the form of a letter hand delivered 48hrs before the service date expires, informing you of the time we will attend. Also any costs incurred resulting from taking this action will be recharged to you.

If you are not at home for your Gas Repair or Repair & Maintenance repair, we will leave a card to inform you that we have called and your Gas Repair or Repair & Maintenance repair request will be cancelled until you contact us again.

Repairs to gas and electric fires

If you report a repair with your electric/gas fire we will attempt to repair them.
If a repair is unable to be made, we will either disconnect the fire and leave it insitu until you want us to remove them or we will disconnect and arrange for removal of the fire and make good the wall/skirting boards, ensuring that the current heating system is efficient.

If the gas fire is removed, an electric socket will be provided so that you can install your own electric fire if required. THG will not approve the installation of a gas fire/log burner/multi stove heater.

Repairs and Maintenance will offer a £50 decorating vouchers for making good to any damage to decorations caused if a fire/surround is removed.
Please note we will not carry out any decorations.

You will be advised by the Customer Service Centre that when a fire is beyond repair, the fire will not be replaced. You will be made aware of this at the time of your initial appointment.

If however, your property is heated by all electric, your electric fire will remain and will be serviced and maintained by us.

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Tenants Repairs Frequently Asked Questions