Changes to our repairs services
Important Changes to the Repairs Service (Covid-19)
Bringing our services back
You will be aware that there have been some easing of the initial restrictions following the Covid-19 outbreak and we have been reviewing our repairs service in line with the latest Government guidance.
We are committed to resuming our services, however we need to make sure that we can do this safely given that the virus is still present and the country is still officially in Lockdown and the latest guidance released from the Government is:
- stay at home as much as possible
- work from home if you can
- limit contact with other people
- keep your distance if you go out (2 metres apart where possible)wash your hands regularly
- Do not leave home if you or anyone in your household has symptoms.
We will gradually be restarting services and from week commencing June 22 onwards we will be undertaking routine external repairs in addition to the emergency repair service. The contractor will follow all current guidance when undertaking repairs at your home.
In order to continue to protect customers and staff, we will not carry out routine internal repairs or inspections to tenanted property unless there is an urgent need to do so but we will inspect external repairs.
The gas & oil boiler and appliance safety checks and electrical safety checks will continue routinely and in line with current guidance. We would highlight that we are experiencing a number of missed appointments at this time, particularly for gas servicing and we would ask that if you cannot make your appointment, please let us or the contractor know. Renuvo have added a QR code to their letter which enables you to confirm your appointment quickly and easily using a smartphone.
We know that there will be a backlog of repairs and this will inevitably create pressure on our Customer Services Team and on our contractors. The need to maintain social distancing and safe working practices, together with a national shortage of some building materials means jobs will take longer complete than they used to do. Whilst your repair will be logged with a routine 28 day target date, it is to be expected that we will not be able to achieve this and we would ask for your patience and understanding whilst we work to tackle the backlog.
We will continue to review our service and provide updates as restrictions ease further.
Latest Government guidance can be found here:
Emergency repairs are classed as those where there is a risk to health and safety or where we need to take quick action to prevent damage to your home or neighbouring property. Some examples are:
- Loss of toilet facility where there are no other facilities at the property.
- Personal security – front door locks, access control systems, ground floor window handles only where these present a risk to security.
- Lift repairs (passenger & stair lift)
- Fire alarm faults
- Immediate structural issues, risk of collapse etc.
- Burst water or heating pipe, where this cannot be contained in any way or the heating pipe leak is stopping the boiler from working
- Gas leaks/escapes
- No heating or hot water or washing facilities
- No electricity or unsafe electrical fitting
- Carbon monoxide or mains smoke alarm sounding
- Blocked external drains where it is affecting the whole property, blocked kitchen sinks, bath or WC – Not blocked wash hand basins.
All of these measures have been put in place for the health & safety of both our customers and staff. Our contractors have put in place measures to reduce the risk to their staff and customers through hygiene regimes and the use of personal protective equipment. Social distancing rules should be observed whilst operatives are on site, for example, relocating yourself and family to another room/area whilst works are progressed and practice good hygiene measures through handwashing and cleaning and disinfecting work areas.
Further guidance can be found on the following websites:
We will keep tenants fully informed when we have more information about when we can return to a normal level of service.
Non urgent repairs can be emailed to firstname.lastname@example.org. Please ensure you include full details of your repair and include your full name and address in your email. If you have previously reported a non urgent repair and the situation has got worse, please let us know and we can review it.
By working together we can reduce the risk of transfer of coronavirus. Thank you for your understanding and co-operation.
If you need additional support please visit our Community Support Hub (Covid-19)
This page was last updated on 22.06.20