Please see our latest update in relation to the Government's advice on work being carried out in people's homes.
Will you still be carrying out repairs?
Following Government advice, we've changed our policy for repairs categorisation. If you need to report a repair, we ask that you provide accurate information when answering the health screening questions, which will ensure we keep all members of your household, our staff and contractors safe.
Emergency repairs - something which could cause danger to someone’s health and safety, or cause serious damage and destruction to property home or building - will now be carried out within 24 working hours.
All other repairs will now be classed as a ‘30 working days priority repair’, this is likely to be subject to change as the lock down restrictions become more apparent. Should this be the case, we'll update our website with further details, so please keep an eye out for any changes.
Should I still report non-emergency repairs?
Yes, however, we would ask you report them online where possible. We'll record the information, and when we're able to restart our routine repairs, we'll be in touch to book the work in. We appreciate this may be frustrating, but would like to thank you for your patience during this period.
Will you carry out any inspections?
Where there's an urgent inspection, we may still visit, but mostly, we won’t be visiting you to carry out any inspections. We've started to carry out virtual inspections, where one of our Repairs Specialists will contact you through a video call and ask you to show them through the camera the area that requires inspection. This means we can capture all the information we need without disturbing you in your home.
I'm self-isolating but have an emergency repair/you need to carry out the annual gas check – what will happen?
If the repair is to fix anything that's a safety issue, or to carry out a safety check such as the annual gas check, we'll still ask for you to give us access. All our contractors have been briefed on how to manage visits to our customers homes, and this includes social distancing, and /wiping down any items that they touch. Once you give us access, you'll not need to stay in the same room as our operative whilst they carry out the work.
I have a suspected/confirmed case of coronavirus and have an emergency repair – will you still carry it out?
Please let us know as soon as possible if you have a suspected or confirmed case of coronavirus. We'll then assess each case individually and decide on the best way to proceed. We may still be able to carry out the repair but may need you to carry out some activity to ensure our team member is safe, and we'll also ensure that our team member takes all the necessary precautions.
I'm self-isolating and don’t want a member of your team in my home in case they have coronavirus.
We know that everyone is being very cautious in line with the government advice - and we want to reassure you that we are also being cautious and taking this very seriously, which is why we're only going into tenants homes where it is absolutely necessary. All our staff and contractors are following the guidance of the government, and any staff that are presenting symptoms, or have been advised to self-isolate will not be visiting homes.