Information for Homeowners
With effect from 1 July 2022, Gilmartins will be partnering with us to provide our responsive repairs service.
So, from 1 July 2022 onwards, if you need to report a repair to a communal area, please call Gilmartins on Freephone number: 0808 178 6785 or email: hexagonrepairs@gilmartins.co.uk.
Our current contractors will complete all outstanding repairs in the communal area, which were reported before 1 July 2022.
Over the last few months, we have been working with Gilmartins to ensure the start of the repairs service they provide you is as smooth as possible.
Frequently asked questions
Q = Question; A = Answer
| Q | If I need to report a repair in my block or the communal garden area from 1 July 2022, who do I contact? |
| A | Please contact Gilmartins on 0808 178 6785 or via email: hexagonrepairs@gilmartins.co.uk |
| Q | If I need a repair to be carried out to a communal lift, communal controlled entry door or communal fire alarm, who do I call? |
| A | You should continue to call Hexagon on Freephone number: 0800 393 338 or
Landline number: 0208 778 6699. |
| Q | If I need to report an emergency repair in the communal area outside of working hours, who should I call? |
| A | You can contact Gilmartins on 0808 178 6785 twenty-four hours every day of the year |
| Q | I reported repairs in the communal area before 1 July 2022, what will happen to these repairs? |
| A | If you reported a repair prior to 1 July 2022, these repairs will be completed by the current contractor. |
| Q | If Hexagon’s current contractor has attended but the repair in the communal area has not yet been completed, what do I do? |
| A | Please contact Hexagon’s Customer Service Centre on Freephone number: 0800 393 338 or
Landline number: 0208 778 6699 |
| Q | Can I still email Hexagon with my repair requests for the communal area from 1 July 2022 onwards? |
| A | You can email Gilmartins directly via email: hexagonrepairs@gilmartins.co.uk |
| Q | What should I expect from the operative when they arrive? |
| A | If you are present, the operative will show you their photo ID badge, and they will be wearing a uniform with the Gilmartins logo. The operative will let you know the work they will be carrying out and they will take before and after photos. These photos will be used as a way of inspecting their work. If they need to come back to finish off any repair, they will provide you with the date and time of their return, whilst they are still at the property. |
| Q | If I am not happy with the quality of the work or the behaviour of the operative who should I complain to? |
| A | Please complain directly to Hexagon as we are your landlord as would want to know if you are not happy with the repair service you receive. You can contact Hexagon by email: complaints@hexagon.org.uk or call Freephone number: 0800 393 338 or Landline number: 0208 778 6699 or fill out a complaint form available on Hexagon’s website. |
| Q | Will any of the completed repairs be inspected? |
| A | Hexagon’s surveyors will inspect a random sample of completed repairs to check the quality of the work carried out. |
