Routine repairs 

The easiest way to report a repair is to do it online on My Account

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Routine repairs are repairs that are unlikely to cause serious health and safety problems or serious damage if they are not fixed straight away. For example, repairs to taps, doorswindows etc. 

Emergency repairs  

If your repair is an emergency, please contact us on 020 3815 0000 and select option 1.
Emergency repairs are situations where there is a danger to life and limb, major damage to the property, flooding or major electrical faults.  

Repairs and Covid 19

  • What to expect when we visit your home

    Before we visit, we will:

    • Identify and use alternatives to physically coming into your home, such as video surveys, phone calls and photographs, wherever possible 
    • Do our best to talk to you about how we can minimise risk for you and our staff 

    When we are working inside your home, we will:

    • Keep a safe distance from you and each other wherever possible 
    • Limit the number of contractors to those essential to carry out the work
    • There is no statutory requirement for contractors to wear face coverings when carrying out work in your home as long as social distancing measures are observed so they will now ask you whether you would prefer them to wear a face covering while they are in your home. Some of our staff and contractors might also be more comfortable if you wear a face covering. Please respect their request if they ask you to do so, or ensure that you keep to a safe distance and open windows and doors to increase ventilation if you’d prefer not to wear a covering.
    • Wash our hands, or use hand sanitiser regularly 
    • Remove any waste or rubbish from your property when we have finished
    • In communal areas and outside, the risk from Covid-19 is lower, but we’ll take sensible precautions wherever possible, including limiting the number of contractors to those essential to carry out the work

    You can help us by:

    • Letting us know in advance if anyone in your household is self-isolating or shielding so that we can take additional precautions if our visit is essential or an emergency, or re-arrange it for a later date if it’s not urgent
    • Leaving internal doors open so we don’t have to touch these to open them
    • Maintaining good ventilation by opening windows in the rooms where we are working
    • Staying out of the room where we are working and keeping a safe distance from us whenever possible
    • Keeping surfaces clear so we don’t have to move things to carry out the repair

    You can find more information about the issues we’ve considered to ensure your safety as well as that of our staff in our detailed Covid-19 risk assessments.

The video below illustrates how we practically intend to protect the safety of our residents and our contractors: