Repairs during Coronavirus FAQs

Below are some of the most frequently asked questions (FAQs) around our repairs service:

To help the Government control the spread of Coronavirus, we have taken the difficult but necessary decision to move to an emergency and urgent repairs service only.

If you have an emergency repair or are unable to complete the form for any reason, please phone 0800 917 0092 from a landline or 0300 123 3599 from a mobile.

If you currently have a non-urgent routine repair appointment due to take place before Friday 12 February, your appointment may be rescheduled to a later date and you will receive a text notification or telephone call with your new appointment details. If the repair was to take place outside of your property, this appointment will remain unchanged.

If you have already logged a new routine repair through our website and haven’t received contact from us yet, please be assured we will be in contact as soon as possible to give you an appointment date.

We are currently working through a very large backlog of works as are our contractors so it may take some time before we are able to offer you an appointment.

Please note our call takers will not be able to provide you with any further update on current repairs or chase any outstanding repairs.

Our staff may need to enter your home to carry out a repair but will only do this if it is safe to do so. Please see our Covid-19 page for more information.

In order to reduce the risk of spreading coronavirus, and to protect the health and safety of you and our staff, in line with Government guidance we politely ask all our residents to observe social distancing with our colleagues, both inside and outside their home, whether they are wearing a mask or not.

Please be assured that we’re continually reviewing government guidance to ensure services are restarted safely and the latest information is available on our website.

If this is the case, please let us know so that we can make alternative arrangements. Similarly, should one of our staff members be unwell, they won’t be at work.

If your repair is an emergency or gas safety check, we would ask that you allow us access to your home so we can carry out the work and ensure that your home is safe. We will, however, listen to your concerns and work with you to find a suitable resolution. We also reserve the right not to enter a property if we do not feel it is safe to do so.

If you are not ready for us to access your home when we text to confirm our attendance, please call us to reschedule your appointment.

The following are classed as emergency repairs:

  • No heating and/or hot water - Total loss of both heating and hot water with either no electric shower, or a vulnerable resident
  • Uncontainable leak
  • Dangerous electrical fault
  • Disturbed asbestos
  • Essential adaptations failures
  • Replacement of gas cylinders (to avoid the loss of heating and hot water)
  • Property insecurity.


COVID-19 (coronavirus)

The health and safety of our residents, their families and our staff is our number one priority.

Information about our services can be found on our Covid-19 page and on our social media.

Read our notice