An update to our repairs service
The government has recently changed its guidance on working in people’s homes. This means we are now able to make more repair appointments and action those outstanding repairs that were reported before lockdown.
We are now able to carry out the following repairs:
- Those in communal areas
- Work carried out outside, e.g. roof repairs
- Small repairs inside your home; one repair that requires just one Operative and access to just one room
If you have told us about a repair and it meets the criteria above, we will be in touch to book an appointment. If you need to book a new repair that meets the above, please call us on 0300 777 2600.
For the safety of our customers and colleagues, all our Operatives will be wearing appropriate PPE clothing for the job they are doing. The PPE they wear will vary depending on the job and the risk level. All Operatives have also been briefed on the right steps to take when entering resident’s homes or working in communal areas.
Please note that due to individual customer circumstances, such as shielding, we won’t always be able to complete all repairs that fit the above criteria.
Due to the lockdown restrictions we are currently working through a backlog of repairs, so there could be a longer wait for an appointment than normal. We are also organising appointments by area to minimise travel time. This means that someone who needs the same repair as you but lives somewhere different may get their repair done first. We’re doing this to make sure we can do as many repairs as possible in one day and reduce our wait times.
Please inform us in advance of any appointment if you or anyone in your home is self-isolating or showing symptoms of Covid-19. Our operatives will also check on arrival at your home and follow guidelines to keep you safe.
Our office in Maidstone remains closed and where possible, we continue to deliver all other services online or over the phone. If you need to contact us please do so digitally via our Contact Us page or call 0300 777 2600 (free from most landline and mobile numbers). We have also produced some Frequently Asked Questions which may help answer any questions you have.
If your gas or electrical safety checks are due to expire we will still need access to your home to carry out these important safety checks.
Thank you for your continued support and understanding.