A missed appointment should not disappear into the contractor's diary. The repair remains open, and a delay may affect safety, legal deadlines or the tenant's ability to use the home.
Establish the facts
- Check the agreed time, address, contact details and who was expected to provide access.
- Ask both contractor and tenant where their accounts differ.
- Correct an inaccurate missed-access record rather than carrying it forward into a dispute.
Recover the repair
- Review whether the delay creates an urgent risk or requires temporary facilities.
- Offer a firm new appointment or instruct another suitable contractor where necessary.
- Explain what changed and when the next update will arrive.
Prevent recurrence
- Confirm the contractor has the correct scope and parts before rebooking.
- Review repeated missed visits and whether the supplier remains suitable.
- Close the job only when the repair outcome is evidenced.
Recover the appointment without losing the repair history
An appointment status is not the same as a repair status.
- Record who cancelled, when the resident was told and what remains unsafe or unusable. A contractor's 'no access' entry needs the actual visit time and contact attempt, not an assumption that the tenant refused.
- Rebook with a named contact, arrival window and any access adjustment. Escalate if another delay leaves the tenant without an essential service or jeopardises a statutory deadline.
- Update the resident and any managing agent from the same record. Keep the original report date, failed visits and interim measures visible when the new appointment is created.
Example: the engineer attended the wrong flat
A fictional engineer reports no access but went to a neighbouring unit. Correct the address record, acknowledge the error and rebook. Do not treat the tenant as having obstructed the repair.
What to do
- Confirm the missed attendance and reason.
- Reassess urgency and arrange a replacement appointment.
- Update the tenant and track completion.
Evidence to keep
- Original booking, access agreement and attendance information.
- Revised plan, interim measures and completed-work evidence.
Sources and guidance
- Awaab’s Law: scope and requirementsScottish Government · checked 20 October 2026
- Renting out property: making repairsUK Government · checked 20 October 2026
- Fitness of homes for human habitation: landlord guidanceWelsh Government · checked 20 October 2026
- Knowledge and information management: lessons for landlordsHousing Ombudsman: service learning · checked 20 October 2026