09 Nov 2023

Choice recently appointed a new heating maintenance contractor, CTS Projects who will now complete all servicing and heating repairs reported from 1 November 2023. Other work such as solar panel maintenance and mechanical ventilation and heat recovery systems (where fitted) will also be completed by CTS Projects or their sub-contractor.

Choice and CTS Projects are committed to improving service delivery, customer communications and overall customer service experience in relation to heating maintenance.

However, we acknowledge that this change in Contractor may lead to some delays in repairs and servicing being completed within designated timescales and we apologise in advance for any disruption to service provision. Nevertheless, please be assured that we are fully committed to ensuring that this transition is as seamless as possible.

In addition, please note that Fusion Heating will continue to undertake response repairs and servicing for any Work Orders issued on, or before, 31 October 2023. However if, after 1 November 2023 you are aware of any overdue work orders issued to Fusion Heating, that relate to heating repairs in your home, we would be grateful if you could email our Service Centre on servicescentre@choice-housing.org to advise. 

Our Services Centre Team will be happy to ensure that Fusion Heating will complete the repair, or they will reallocate the order to CTS Projects. Alternatively, if you are resident in a Sheltered Housing Scheme, please contact your Scheme Co-ordinator who can pass on the necessary information on your behalf. 

We would like to apologise again for any delays that may occur during this transition period and thank you in advance for your understanding and patience.

Should you have any urgent concerns please do not hesitate to contact our Customer Service Team on 0300 111 2211.