Repairs during Coronavirus FAQs

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

In line with the UK Government roadmap on easing lockdown restrictions, we have resumed routine repairs inside homes as well as non-essential inspections and surveys.

If you wish to request a new routine repair, please book this through our website.

You can report an emergency repair at any time by phoning 0800 917 0092 (landline) or 0300 123 3599 (mobile).

It will take time for us to work through the thousands of routine repairs delayed by the pandemic and we will, of course, provide you with the earliest possible appointment although it is likely that you will experience a longer wait than normal.

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.

Find out how to keep you, your family and our staff safe in your home.

If this is the case, please let us know so that we can make alternative arrangements. 

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.


Repairs Service Update

We are sorry some of our repairs are taking longer than usual. We wanted to let you know why this is and what we’re doing about it.

Read our Repairs Service Update

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

Read our notice