COVID-19: An update on our repairs service

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As a result of the COVID-19 pandemic and government lockdown, we moved to an emergency-only repairs service in March, minimising the spread of the virus by only entering homes where an emergency repair was required.

This was necessary to protect the health of our residents and our colleagues, and to comply with government guidelines. Unfortunately, this meant we inevitably had to postpone thousands of routine repairs jobs that were booked to take place over the last couple of months.

From 1 June, with lockdown restrictions now easing, and after a thorough review of our safety guidelines and our stocks of personal protective equipment (PPE), we will begin to contact these customers to rebook their appointments.

We have a significant backlog of routine repairs to work through. And because of current challenges with accessing materials and adopting enhanced working methods to ensure your and our staff’s safety, we are still asking residents to only report new emergency repairs for the time being. We hope to be able to resume bookings for new routine repairs in due course and will update you as soon as we can.

We’d like to thank residents for their ongoing patience, and we understand it is frustrating to wait for a repair to be fixed. However, we think it is right to prioritise those people who have had their repair appointment postponed from earlier this year.

The safety of our residents and colleagues remains our priority so we want to ensure we have the right guidance, training and PPE levels in place before we resume our normal service levels. There are also still problems with the supply of materials, with some merchants only partially open and operating limited services, which will hamper our ability to complete repairs. And, we anticipate that increased health and safety guidance may mean individual repairs take longer to complete than normal.

We know that many people may be very wary of letting someone into their home at this time, and so we have created some guidelines to let you know the steps we are taking to keep you and your family safe.

These guidelines also rely on you and your family to take a number of measures for your own safety, and for the safety of our colleagues. The most important of which is to always keep a two-metre distance, even if our colleague is wearing PPE. If you aren’t able to follow these guidelines then our colleagues may feel it is unsafe to continue working on your repair.

We’d like to also take this opportunity to remind you that our offices are closed to the public and will remain so for the foreseeable future.

We will be regularly reviewing our approach to routine repairs and all of our services in line with the latest government guidelines.