News

Following the Government’s latest guidance (23 March) requesting people to stay at home to minimise the spread of Covid-19 virus and for the wellbeing of our colleagues and customers, we have made the decision to move to delivering essential only services, including repairs, to protect our customers and colleagues.

Our office at County Gate One is now 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 25 March we will be carrying out emergency and essential repairs only. If you have a repair that falls outside of those listed below but you feel is a priority please contact us, these will be dealt with on a case-by-case basis.

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 safety checks are due to expire we will still need access to your home to carry out these important safety checks.

All Operatives have been given appropriate clothing and equipment eg. masks, aprons, wipes, gloves, etc for protection and have been briefed on the right steps to take when entering resident’s homes to ensure social distancing in line with the NHS guidance.

If anyone in your home has symptoms or has been diagnosed with Covid-19 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

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.