If you need to change or cancel a repair appointment, contact the repairs team as soon as possible.
If your appointment is within 24 hours, you must call us
If your appointment is more than 24 hours away, send us a message:
If a contractor comes to your home when you’re out, they’ll leave a calling card to let you know.
If it’s their first visit
The repair will be cancelled and you’ll need to rebook your appointment. To rebook the appointment, request the repair again using your MTVH Online account, or contact the repairs team.
If it’s an ongoing repair
The contractor will leave a calling card, which will tell you how to rebook the appointment.
Your repair request may have been cancelled because it:
If you think your repair appointment has been cancelled by mistake, please contact the repairs team.
Sign in to your MTVH Online account
Get an account
Fill in the repairs enquiry form
Our phone lines are busiest 8am-10am Monday to Friday and the Tuesday after a bank holiday weekend. If you can, it’s best to avoid calling then because you may have a long wait for your call to be answered.
Our service standards are to:
If you feel we have not met these standards and you’d like to tell us about problems you’ve had with the repairs process, or a repair that’s been carried out badly, email:
We aim to respond to emails within 2 working days.
If you’re not satisfied with our response, you can make a formal complaint.