Emergency repairs

Our contractors are continuing to provide (emergency) repairs services. However, please be aware that this may alter if their staffing levels are reduced due to the continuing spread of the virus. You can keep up to date about which services are being provided on this website.  Please contact us on 0800 092 1961 if you have an emergency repair in your home.

When you contact us about your emergency repair we will ask you some questions about your current situation and whether you are self-isolating so that we can understand how best to protect you and your family, as well as the member of staff that attends your home. Please be patient with us while we ask these questions. These are required to protect the health and wellbeing of you, our staff and our contractors, which is essential in allowing us to maintain services.

If it is deemed essential that a member of staff does attend your home, they will:

• Ask some further questions at the front door before entering the property

• Distance themselves by at least two metres from anyone in the property

• Avoid touching surfaces where possible

• Wear protective gloves and other additional protection equipment where necessary

• Ask you if they can wash their hands before and after the visit

All of our staff are encouraged to keep up-to-date with the latest government health advice, follow good hygiene practice and to inform their manager if they feel unwell.  Staff will be expected to follow official advice and if anyone is suspected of having the virus, we would expect them to self-isolate.

We kindly ask you to minimise interaction with our tradespeople as they carry out work in your home. To keep our colleagues safe, we would ask that you stand at least two metres away from our colleagues where you can.

All tradespeople will show you identification when they visit your home. Please check this and once you are satisfied, leave our tradespeople to carry out their work. Upon completion of the job, the tradespeople will advise you they have finished and are leaving, and they will see themselves out.

By following these steps, we want to reassure you that there is a low risk of infection from a home visit by a staff member.

We will monitor government advice closely and seek to resume normal service as quickly as possible. Please remember we are trying to support social distancing and protect the health and safety of residents and our staff as much as we can during these unprecedented times. From 23^rd March 2020, any non-emergency repairs in your home that were already scheduled will be postponed, and we will contact you to confirm this if you had an appointment. There is no need to contact us to postpone future non-emergency appointments in your home.