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Repairs during Coronavirus FAQs

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

As of Monday 6 July 2020, we have resumed bookings for new routine repairs through our online form. If you have an emergency repair or are unable to complete the form for any reason, you can call 0800 131 3348 or 0300 123 3511.

We are still working through the backlog of repairs and we understand how frustrating it can be to wait for a repair to be completed.  Thank you to all our residents for your ongoing patience.

We are continuing to regularly review our approach to repairs in line with the latest government guidelines, including around local lockdowns, and we will highlight any specific service changes for each area should they arise.

Yes. As of Monday 6 July 2020, we have resumed bookings for new routine repairs through our online form. If you have an emergency repair or are unable to complete the form for any reason, you can call 0800 131 3348 or 0300 123 3511.

We are continuing to regularly review our approach to repairs in line with the latest Government guidelines, including around local lockdowns, and we will highlight any specific service changes for each area should they arise. This also includes the availability of, and access to, materials.

Repairs will take longer than normal due to the need to comply with Government guidelines and to protect the health and safety of both yourself and our staff.

We will therefore call you 48 hours before your scheduled visit to check that you’ll be in and that you are happy for us to access your home.

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. To protect the health and safety of our staff, yourself and anyone in your household, we are politely asking everyone to observe social distancing with our staff, both inside and outside your home, whether they are wearing a mask or not. Please see our repairs checklist for more information.

Government guidance states that in order to reduce the risk of coronavirus spreading, people from different households must keep at least two metres apart at all times. So that this is possible within your home, we would ask that you remain in another room as far as is possible to ensure this distance is maintained. Please keep all internal doors open and walkways and corridors clear. Please also keep to the two-metre rule if work is taking place outside.

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 call to confirm our attendance, your repair will be held for one further month after which we will call you again. If at that point you would still prefer us not to access your home, the repair will be cancelled and you will have to contact us again to report it.

The health and safety of our residents, their families and our staff is our number one priority. To reduce the spread of coronavirus, we would kindly ask for you to allow our member of staff to wash their hands upon entering and leaving your home. Our staff will not routinely wear a mask as, in line with Government guidance, maintaining social distancing and handwashing are sufficient precautions. If you wish for them to wear a mask inside your home, please let us know. Respectfully, please do not offer them any refreshments.

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.

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Advice on COVID-19 (coronavirus)

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

In response to Government guidelines following the COVID-19 outbreak, we have made some changes to how we provide services to our customers. More information about our response can be found on our dedicated webpage and via our social media channels.

We are monitoring Government advice around local lockdowns and will highlight any specific service changes for each area should they arise.

Read our notice