Our heating and hot water contractors have integrated their repair systems with My Account to make it easy for residents to track the progress of their repair.
When you call Watret, BSW or Sure Serve about a heating or hot water issue in your home and they create a domestic heating and hot water repair, it appears immediately in your My Account portal. This has been on our wish list for a while as we know it will provide vital information and reassurance.
What's changed
When contractors book a repair, you'll see it in My Account within seconds. It starts as ‘awaiting appointment’ then moves to ‘appointment scheduled’ once they've allocated a visit slot (which typically happens straight away). When the work is completed, they'll update the notes section with their findings and actions taken and then close the repair.
You can now see all this on your My Account portal, which should help you understand where your repair is in the the cycle and provide any details you require about the fix without having to contact us, which we know can be frustrating for you.
It’s important to note that you still need to call the contractor that deals with your area directly to arrange your visit from an engineer, so repairs are triaged properly.
- Watret: 0203 757 6228
- BSW: 0800 090 2377
- Sure Serve: 0208 269 4531 (or via WhatsApp on 07816125969)
We wrote to you in September 2024, when we changed our heating and hot water contractors, to let you know which one covers your home. You can also find this on your My Account portal.
If you spot any missing or incorrect information on your repair case or have a dispute, please contact them directly so they can sort things out for you quickly and efficiently.
