• Contents
• Our repairs service
• Types of repairs
• Handy hints
• Useful information
• A-Z index

Contacting us

You can contact us in the following ways.

• Phone the repairs hotline:
  • Monday to Thursday 8.45am to 5.15pm, Friday 8.45am to 4.45pm - 01249 466100
  • Evenings and weekends (emergencies only) - 0800 854 205
• E-mail us at repairs@westlea.co.uk (routine repairs only).
• Write to us at Repairs and Maintenance, Westlea Housing, Methuen Park, Chippenham, Wiltshire, SN14 0GU.

Typetalk

We welcome calls from textphones using Royal National Institute for the Deaf (RNID) Typetalk. If you have a textphone, please dial 18001 before the Westlea phone number you want to call.

Warning. Before you let anyone into your house to carry out a repair, inspection or gas service, you should check their identity card carefully, or you can ask to see their Westlea work order and check that it tells them to do the repair or service that you are expecting. If you are in any doubt, ask the caller to wait outside while you phone us. If they are genuine they won't mind.

When dealing with a repair request, we will:

• give you as much information as possible about what work we will do and how long it is likely to take;
• agree when we will do the work;
• respond to emergencies 24 hours a day (outside normal office hours, we may only make the situation safe and will complete the repair as soon as possible); and
• keep to our standards of service. These are set out in your tenancy book.

Please be aware

• Our repair workers' normal working hours are 8am to 5pm Monday to Friday, but they will carry out emergency work at any time.
• Whenever someone calls at your home on our behalf, they should wear an identification card. Always ask to see it to check that they are genuine.
• We may need to inspect your repair problem to decide exactly what needs to be done.
• Outside normal service hours, we will only respond to emergency repairs.
• If you have exaggerated the urgency of the problem to get an emergency response, we may charge you for the extra costs involved.
• We will charge you for the cost of repairing any damage you cause, or for any repairs that cannot be considered as fair wear and tear or are your responsibility.
• We strongly suggest that you take out household contents insurance. We have identified a suitable basic scheme which you can pay for with your rent. Contact us for a leaflet and application form.