Our repairs service
A lot of you might be wondering what we're doing about our repairs.
Working in your home
As a precaution, we're contacting all our customers on the day of appointments and only undertaking works having first assessed the risks and taken adequate measures to ensure safety and protection to our customers, staff and contractors. This includes ensuring that our contractors are also screened to make sure that anyone who is displaying symptoms will not be working in your home.
Please note that all our contractors have been instructed to ensure Public Health Guidelines are adhered to; including wearing the correct level of personal protection equipment (PPE) and maintaining a 2-meter distance from anyone in the home when carrying out a repair to maximise everyone’s safety. We'd ask for your co-operation when our teams are working in your home to allow this to happen.
In these unprecedented times we'll take a pragmatic, common-sense approach to non-emergency repair issues and only attend to where reasonable and safe to do so. Therefore, we'll understand if a customer wants to cancel a non-emergency repair and book at a later date.
Read further information about the Government direction.
Our repairs priorities
Our number one priority as we respond to the current challenge is the safety and wellbeing of our customers. Therefore, to help us continue to run the service during the crisis, we've made changes to our repair’s categorisation.
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.
Non-emergency repairs - All other repairs will now be completed within ‘30 working’ days. Should this change, we'll update our website with further details, so please keep an eye out for any changes.
Where there's an urgent inspection, 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. If a customer requires an emergency inspection and is unable to use a video call, our inspectors will arrange a home visit.
Annual gas and electrical safety inspections
We still have an obligation to carry out all scheduled annual gas and electrical inspections and tests in your home. Therefore, we’ll ask for your co-operation in allowing us access to fulfil these tasks so that we can continue to keep you safe in your home. The Health and Safety Executive (HSE) have stressed the importance of continuing to provide this service; and as a landlord we'll take all the necessary and reasonable steps to comply with the law.
Once you give us access, you'll not need to stay in the same room as our operative whilst they carry out the work.
We will continue to update you if anything changes.