If that happens, rather than keeping you guessing, we’ll update you in line with the following service levels (or pay you compensation if we don’t):
a. We will contact you within 3 working days of you reporting a maintenance issue to us. If we fail to do that, we will pay you £10 per day for each and every day (including weekends and bank holidays) that we fail to contact you after the 3rd working day.
b. If, after contacting you, we do not contact you again at least every three working days to update you on the progress of your issue, we will pay you £10 per day for each and every day (including weekends and bank holidays) that we do not contact you within 3 days following the last contact.
c. If the reported issue remains unresolved after 20 working days, we will assess the situation and if there has not been satisfactory progress on our part, we will pay you £10 per day thereafter until it is resolved.
Of course, you’d rather get the issue sorted than receive compensation – and quite frankly, paying out compensation is the last thing that we want to do.
But if we fail to treat you with the respect that you deserve, then we only have ourselves to blame.
At Letability, we don’t just ‘talk the talk’, we also ‘walk the walk’.