You can raise a repair using your online account or by contacting your officer. Please note that we'll be able to provide emergency repairs only if you or anyone in your household is self-isolating or shielding.   

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 2 metres apart both from you and each other wherever possible 
  • Limit the number of contractors to those essential to carry out the work
  • Wear the personal protective equipment normally required for the task, as well as a face covering to prevent the spread of Covid-19 if you would prefer us to do so
  • Wash our hands, or use hand sanitiser regularly
  • Not ask you to sign any documentation 
  • 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 2-metre distance from us whenever possible
  • Keeping surfaces clear so we don’t have to move things to carry out the repair
  • Not offering drinks to people working in your home

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.

What repairs are we responsible for? 

For repairs in your home this could be:

  • A heavy leak in your property, where it's not possible to contain the water or it is leaking between floors or properties
  • An electrical fault which endangers health or life
  • A fault which means that your only toilet is not functioning
  • A serious failure of heating or hot water
  • Serious sewage and drainage problems
  • Securing your home – for example, if your entry door lock is broken – where you cannot do this yourself

For your communal areas this could be:

  • Securing communal door entry systems
  • Fixing health and safety issues, such as emergency lighting
  • Fixing communal heating and hot water
  • A heavy leak through the roof or other structural element, where it's not possible to contain the water or it is leaking between floors or properties

Please note that these are examples, rather than an exhaustive list.

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