News

The safety of our customers and colleagues remains our top priority so we have made the decision to move to delivering essential only services, including repairs during the current period of lockdown. 

Our office at County Gate One remains closed; 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. 

Wherever possible we are delivering our services online or over the phone but would ask all customers to bear with us during this time. 

From 14 January we will be carrying out emergency and essential repairs only. If you have a repair that falls outside of those listed below please still contact us to report your repair.  We will then contact you once restrictions are eased to arrange a convenient appointment date and time. During this period, we will also be completing low risk external and communal works. 

Emergency repairs that will be attended within 24 hours include: 

• Any structural issues that are a health & safety concern – these include walls, porches, chimneys, balconies, stairs, and roofs 
• Unsecured doors and windows – we will secure and make safe, this includes broken glass 
• Electrical issues that are a health and safety concern – this includes no power to sockets and/or lights, exposed wiring, unsafe electrics and light fittings/bulbs for over 70’s and at-risk residents 
• Water leaks that cannot be easily contained 
• Showers that aren’t working, if there is no bath 
• Toilets that aren’t working if it’s the only one in the home 
• Hard-wired (not battery operated) smoke detectors that aren’t working 
• No hot water or heating in homes where there are over 70’s or at-risk people living  
• Lift breakdowns 
• Communal lighting and smoke/fire/carbon monoxide detectors 
• Lost or stolen door keys – we will change locks free of charge during this period 

If you need to report an emergency repair, please call our team on 0300 777 2600. 

Essential repairs that will be attended in 3 working days: 

• Fences and walls that border public areas 
• Rainwater leaks through roofs, windows, and doors 
• Water leaks that can be contained 
• Individual radiators that aren’t working 
• Communal aerials 
• Communal doors, door entry systems, and gates 
• Blocked waste drains 
• Pest infestations in communal areas 

If your gas or electrical checks are due to expire we will still need access to your home to carry out these important safety checks. This is a Government requirement to keep you safe. 

Our cleaners and caretakers will deliver a reduced service, with the aim of continuing to keep your communal areas clean and focus on key touchpoint areas such as doors, lifts and bannisters. 

All Operatives have been given appropriate PPE and have been briefed on the right steps to take when entering customer’s homes or working in communal areas to ensure social distancing in line with the NHS guidance. 

If anyone in your home has symptoms or is isolating or shielding you must notify us before we come to your home. 

We will not book appointments for any non-essential repairs until further notice unless there is a health and safety need. This is to allow us to minimise contact and focus on delivering essential services to customers. 

Examples of non-essential works: 

• Fences and walls between gardens 
• Garage repairs 
• Painting and making good of external and internal areas 
• Light bulbs if you can change these yourself 
• Plastering 
• Bath panels and tiling 
• Kitchen units & worktops 
• Damp and mould washes 
• Extractor fans           
• Pest infestations in individual homes 

Our development partners have moved to delivering low risk work only during this period. Any customers in new homes, should contact us in the usual way.

We would like to thank you for your ongoing support and understanding during these times. If you have any questions please visit our Frequently Asked Questions page.