We have conducted an investigation into these failings with the provider and understand the issues to have been a combination of a lack of resources, technology issues that meant the phone lines were cut off and a significant increase in demand across the country following the melting of snow and ice.
This also impacted our Repairs team yesterday (Monday 19 December), where they had an increase in calls as a result of these issues. We made additional staff available to help with this, and normal service has now resumed.
We met with our out-of-hours provider today to seek assurance that the issues will not be repeated, and they have confirmed that they have made several changes to their operations which will mean that this will not be an issue from now on, in particular over the Christmas period. We will continue to monitor the situation closely.
Our out-of-hours service is to report emergency repairs only. For any routine or non-urgent requests, the best way is to report an issue on my.havebury.com or by contacting our teams during office hours on 0300 3300 900. Below, we have added further details about our opening hours during the festive period.
If you have contacted us to report the issues you experienced, we will be in touch to discuss this with you directly.
Thank you for your patience and understanding.
