Repairs during Coronavirus FAQs

Below are some of the most frequently asked questions (FAQs) around our repairs service:

Routine repairs can be booked through our online form. If you have an emergency repair or are unable to complete the form for any reason, please phone 0800 131 3348.

We will be in touch to schedule your repair on a date we’ll have both the staff and materials needed. Please note that it may take us some time to visit you and complete your repair due to the backlog of repairs.

Our staff will only enter your home to carry out a repair if it is safe to do so. To protect the health and safety of our staff, yourself and anyone in your household, we politely ask everyone to observe social distancing with our staff, both inside and outside your home, whether you wear a mask or not. Please see our latest health and safety guidance for more information.

We would ask that you remain in another room as far as is possible to ensure social distancing is maintained. Please keep all internal doors open and walkways and corridors clear. Please also keep to the two-metre rule if work is taking place outside.

If this is the case, please let us know so that we can make alternative arrangements.

If your repair is an emergency or gas safety check, we would ask that you allow us access to your home so we can carry out the work and ensure that your home is safe. We will, however, listen to your concerns and work with you to find a suitable resolution. We also reserve the right not to enter a property if we do not feel it is safe to do so.

If you are not ready for us to access your home when we text to confirm our attendance, please call us to reschedule your appointment.

The following are classed as emergency repairs:

  • No heating and/or hot water - Total loss of both heating and hot water with either no electric shower, or a vulnerable resident
  • Uncontainable leak
  • Dangerous electrical fault
  • Disturbed asbestos
  • Essential adaptations failures
  • Replacement of gas cylinders (to avoid the loss of heating and hot water)
  • An unsecured property