Gateway will offer residents an appointment for all works apart from emergency repairs. Appointments are provided during the following times as follows:
- 08:00 to 12:00 hours Monday to Friday (excluding bank holidays)
- 13:00 to 17:00 hours Monday to Friday (excluding bank holidays)
- 10:00 to 12:00 and 13:00 to 15:00 Mondays to Fridays (avoid schools run)
- 09:00 to 13:00 on Saturdays (smaller routine repairs only, excluding bank holiday weekends)
In the event of multiple visits being required, we'll offer an appointment for the first visit and our contractor will discuss future access arrangements directly with the tenant at that first appointment.
A morning, afternoon or avoid "school run" appointment can be booked for a particular date.
Missed appointments cost Gateway in terms of time and money and this cost is ultimately borne by all tenants. If the tenant misses a pre-agreed appointment, the job will be cancelled and a card left at the property by the contractor informing the customer of an alternative appointment.
Tenants have the opportunity to accept the alternative appointment or call to arrange a more suitable appointment. In such situations, where tenants have missed two or more appointments they may be charged for any additional costs incurred.
Equally, if a contractor or sub-contractor, operative or supervisor/surveyor fails to attend when an appointment has been made with the resident, a fixed compensation payment will be made and the cost recharged to the contractor or sub-contractor where appropriate. See our Compensation Policy & Procedure for details.
If the appointment is to deal with an emergency e.g. a serious water leak causing damage to the fabric of the property or it is a health and safety risk, it may be necessary to force access to the property.