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What happens if I report a repair?

To report a repair call 0300 343 7272. Alternatively, you can use our online reporting tool, it is quick and easy to use and sends us an email containing all your details instantly. The online facility is monitored during normal working hours from Monday to Friday.

Please note - An adult must be present to allow our operatives access to your property.

Our staff will take details of the nature of the problem and check that we have an up-to-date number on which to contact you. Please make our Customer Service Advisors aware of any times you are not available so we can inform the operative carrying out your repair.

Our operatives may call without an appointment if they are in the area but will only carry out the repair if it is convenient for you.

Depending on the repair, it will be completed within the following timescales:

  • Emergency Repairs within 24hrs
  • Out-of-hours repairs contact made within 2 hours
  • Urgent Repairs within 5 working days
  • Routine Repairs within 28 calendar days

PenAlyn promise to complete repairs in the times set out above and where possible, we will try to complete the repair even sooner. Homes with vulnerable customers like the elderly and parents with young babies will be our priority. You can email to check the progress of a repair. Your repair request will be dealt with by on of our Customer Service Advisors. Remember some repairs are your responsibility.

During periods of bad weather

We receive a huge increase in repairs being reported for gas central heating during periods of bad weather. However, due to the sheer volume of repairs it is difficult to keep up with the demand. Where possible we will attend within 1 day but adverse weather has an effect on these response times. Please be assured that we are dealing with all your requests as urgent and we will endeavour to reach you as soon as possible. We will do our best where possible to keep you informed at every stage.

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