Slough Borough Council

Repairs

Who are Interserve?

Interserve works in partnership with Slough Borough Council to provide your housing repairs service. Our service includes all response repairs, some planned maintenance services and your annual gas inspection.

Interserve combinine their knowledge of your needs and their experience of delivering best in class services with other customers in the public and private sector. This combination ensures they continue to work hard to look after your home.

Reporting your repairs

Interserve staff are available to take your calls between 9am and 5pm Monday to Friday (excluding bank holidays). An emergency call-out service operates outside of these hours 365 days a year. Please use the freephone number 0800 915 1215.

You can email Interserve at: repairs@interservefm.com

There are also free telephones in the Customer Service Centre and Town Hall reception areas where you can call us direct on 5474.

How long do repairs take?

When you ask for a repair, we give the work a target date – depending on how urgent it is needed. The first appointment you are offered will be before that target date.

Emergencies

We will be there within 1 hour (examples might include total loss of electric, gas leak)

Priority 1 High Risk

We will be there within 24 hours (examples might include no flush to toilet or uncontrolled water leak)

Priority 2 Medium risk

We will be there within 2-3 working days (examples might include blocked sink, loose or detached banister)

Priority 3 Low Risk

We will be there within 5 working days (examples might include time clocks, secondary locks)

Priority 5 (Routine non urgent repairs)

We will arrange a convenient time with you to come and carry out the repair within 5 weeks (examples might include fencing, guttering repairs)

We will let you know what priority your repair has been given when you call.

A working day is Monday to Friday. So if you contact us on Tuesday morning, we will come to a priority 2 job by Friday of the same week at the latest. However, if you contact us on Thursday, we will come by Monday (excluding bank holidays) the next week at the latest, because Saturday and Sunday do not count as working days.

Making an appointment

To make life easier for you Interserve operates an appointment system.

You can choose appointments for Monday to Friday where access is required inside your property. There is morning (between 8am and 12pm) or afternoon (after 12pm) slots. Call us on 0800 915 1215 to book an appointment.

When you ask for a repair we will give you a job number for reference and a target completion date.

Please make sure that someone is at home at the time of the appointment. Always make sure that Interserve employees show you their identity cards with their photos on.

Emergencies and urgent repairs

We do not make appointments for emergency call-outs because they are done very quickly – you will need to stay at home and wait for one of our operatives to call.

Help us to help you

When reporting a fault, it would help us to deal with your request quickly and accurately if you have the following information available:

• Your name
• Your address
• Your contact telephone number
• The type of property (e.g. house, flat, etc)
• Whether there is access to your property to carry out the works
• Details of the problem (if known)

For non-urgent internal repairs we will, wherever possible give you a morning (between 8am and 12pm) or an afternoon (after 12pm) appointment.

Please try and keep your appointment – If you are unable to keep your appointment please contact us on 0800 915 1215 to re-arrange. This will allow us to give your appointment to somebody else who needs it.