New local contractor to deliver heating servicing and repairs  

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From 1 June 2026, we will be working with Sureserve to deliver all heating servicing, repairs and installation works in our residents’ homes.  

Sureserve are already working with us and are currently carrying out oil and air source heat pump servicing and repairs in some homes. From 1 April, they will also manage communal heating system repairs and servicing if you have a communal boiler. Then, from 1 June 2026, they will take over the remaining gas servicing, repairs and heating replacements. 

Our current contractor, Liberty, has been delivering these services on our behalf since 2024. We would like to thank them for their work in supporting you to remain safe in your homes. 

As with all of our contractors, we regularly monitor how contracts are delivered through performance reviews and resident feedback. While the vast majority of work was completed successfully, we know from your feedback that some residents didn’t always receive the high level of customer service we expect. We worked closely with Liberty to ensure our homes remained safe and that any issues raised were addressed promptly.  

Moving forwards, we’ve made the decision to appoint Sureserve to deliver these services. They have a strong local presence and share our focus on providing a reliable, high-quality service for you and your home. 

Scott Bridge, our assistant director of asset management, says,

“Performance reviews combined with listening to resident feedback help us shape the way we deliver services.  This change is part of our ongoing work to make sure you receive the standard of service you expect, whether that’s from our own teams or from the contractors we work with.” 

What this means for you 

  • At the moment, there are no changes. 
  • Sureserve are already working with us to carry out oil and air source heat pump servicing and repairs in some of our homes. 
  • From 1 April 2026, they will take over the servicing and repairs of our communal boilers.  
  • From 1 June 2026, they will carry out all servicing, repairs and heating replacements on our behalf.  

In the meantime, if you need to report a repair or book an appointment, you can continue to contact us in the usual way. You can call 0300 3300 900 and select: 

  • Options 2 and 0 – for Liberty Group – for gas 
  • Options 2, 0 and 2 – for Sureserve – Now for oil and ASHP and from 1 April, communal heating 

We will share more information closer to the changeover date, so you know what to expect. 

Our priority is to make sure the transition is smooth and straightforward, with no disruption to the services you rely on in your home.  

If you have any questions about this, please get in touch with us by calling 0300 3300 900, extension 7318 or emailing heating@havebury.com.  

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