Where possible we will continue to deliver our repairs and maintenance services, prioritising emergency and safety appointments.
We are completing around 2,000 repair jobs a week however, some non-emergency repairs are currently taking longer than usual to complete. There are a number of different reasons for this:
We understand waiting for a repair may be frustrating, and we want you to know we are working hard to resolve the situation. Thank you for your patience and understanding.
Emergency repairs are not affected and will be responded to within 24 hours.
Any of our employees or contractors who need to visit your home will adhere to covid-safe practices including wearing a face mask and social distancing. We ask that all customers notify us before a visit should you or any member of your household display any coronavirus symptoms, are self-isolating or shielding, so we can make suitable arrangements.
We ask our front-line employees and contractors to take regular lateral flow tests, to protect themselves and those who they may come into contact with.
Our contractors will call you before they visit and ask you several questions about the repair and your personal situation. Upon arrival, they will be wearing a face covering. They will use gloves or hand sanitiser gel and thoroughly wipe down any surfaces they have touched. In order to maintain social distancing, they will also ask you to move to a different room while they complete the repair.
Our cleaning services have returned to normal schedules across all regions for our general rented homes. We will still continue to prioritise the sanitising of hard surfaces and touch points as necessary.
The increased frequency of cleaning at our Independent Living schemes will remain in place and we will be prioritising sanitising of hard surfaces and touch points as well.
Yes, even if you are self-isolating we still need to carry out your gas safety check and will do so safely. If you have an appointment already booked, or you receive communication to book an appointment and you have a confirmed or suspected case of coronavirus in your household, please tell us as soon as possible. This is so that we can make arrangements with you for the safety check to be completed as soon as the isolation period ends.
The engineer carrying out the check will call you before they visit and ask you several questions about the check and your personal situation. Upon arrival, they will be wearing a face covering and may ask you whether or not you feel comfortable for them to continue wearing this whilst working in your home or not.
They will use gloves or hand sanitiser gel and thoroughly wipe down any surfaces they have touched. In order to maintain social distancing, they will also ask you to move to a different room while they complete the repair.
Yes, your safety is our main concern and we want to help. Please contact us soon as possible on 0800 678 1221 and we will arrange for someone to attend quickly. Our contractors are following the latest government guidance and can complete the repair safely in your home.
We must meet our legal obligations in continuing these essential safety checks (for example gas safety, legionella, asbestos, electrical and fire safety). If you have an appointment already booked or you receive communication to book an appointment and are self-isolating and/or have a confirmed or suspected coronavirus case please tell us as soon as possible. This is so that we can make special arrangements with you to allow the safety check to be completed when it is safe to do so.
These areas need to remain open to your neighbours and essential visitors, such as engineers completing safety checks. Treat these spaces as you would any public space, so ensure that you follow the latest Government guidance.
Communal lounges are open, but please follow the latest government guidance and consider all the other people who you may be sharing the communal space with. We will wherever possible try and keep these spaces well ventilated in line with the latest government advice on ventilating rooms.