Broken appointments

If a workman or contractor has broken an appointment with you, let us know without delay so that we can deal with it and arrange a new appointment at your convenience.

Please also make sure that you yourself keep any appointments that you make. If you cannot keep an appointment let us know so that we can fix another time. 

Please note: If we have evidence that you have missed three appointments, you may be charged for the call out. If you miss an appointment, the job will be cancelled and you must contact us to re-arrange it.

Target times

If the work has not been done within the target time you should contact the office straightaway. We will issue a second repair order or reminder to the contractor and tell you when it should be done.

Emergency entry into your property

In an emergency, we may have to force entry into your home to carry out repairs to prevent damage to your home or to your neighbour's property. Should this happen, we will make good any damage. This may also apply if there is a health and safety risk.

What happens if Family Mosaic needs to survey my home?

From time to time we may need to gain access to your home to undertake surveys. This could be for a number of reasons including:

• prior to major repairs being undertaken
• to update our records on the condition of the property
• to carry out specialist surveys, for example to identify the presence of asbestos containing materials, energy efficiency e.t.c

If we need to gain access to your property to undertake survey work, the surveyor will carry identification or should have a pre-arranged appointment.

Do not allow any person into your home if they do not carry the relevant identification. If you are in any doubt please contact us immediately. 

If you have any queries you can contact the surveying team -  0207 089 1004