Emergency out of hours service for tenants 

We understand some of you faced issues with reporting emergency repairs through our out of hours service over the weekend on 17 December 2022. The reasons for this were staff sickness, call platform failure and, unprecedented weather conditions meaning very high call volumes. This resulted in people experiencing lengthy periods of waiting times to get through or having their call cut off whilst waiting. Unfortunately call backs were unable to be offered for these same reasons. We are sorry that you had this experience.

We have liaised with our out of hours provider who have apologised for service provided over the weekend.  They have confirmed that 10 new staff are currently being trained ready for the festive period. 

Reporting a repair 

If something in your home needs to be repaired or replaced you should report it asap by calling our repair number on 0330 678 0008 (option 1). This line is open 24 hours a day, 7 days a week. If you call us on Monday to Friday, between 9am and 5pm, your call will be answered by us. But outside of these hours, your call will be diverted to a call centre. You can also email us at repairsandmaintenance@papworthtrust.org.uk.  

Christmas opening times 

As a reminder, please click here for further details about our opening hours over the festive period: www.papworthtrust.org.uk/news-and-blogs/christmas-period-closures/ 
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.