New guidelines for emergency home repairs

Tuesday 31 March 2020

Timber BasinIn the current difficult circumstances, our staff and contractors are continuing to provide emergency-only repairs services. Maintenance of common services (such as lifts etc.) and cleaning is also continuing.  However, please be aware that this may alter if our staffing levels are reduced due to the continuing spread of the virus. 

Emergency repairs will be carried out where there is an immediate threat to your health & safety as well as the security of your property.  Examples of an emergency repair would include, but are not limited to: total electrical failure, faulty fire alarms, loss of heating and/or hot water, significant leak into or from your property, blocked drains, loss of water supply and insecure flat entrance doors or windows.

When you request an emergency repair we will ask you some questions about your current situation and whether you are self-isolating so that we can understand how best to proceed.

The questions may include:

  • Have you had contact with anyone who may be infected with the Coronavirus (COVID-19)? 
  • Do you have any of these symptoms – cough, fever or shortness of breath?

Please be patient with us while we ask these questions. These are required to protect the health and wellbeing of your household, our staff and our contractors, which is essential in allowing us to maintain services.

Our staff and contractors are following special guidelines when visiting tenants at home, they will:

  • Ask some further questions at the front door before entering the property
  • Distance themselves by at least two metres from anyone in the property
  • Avoid touching surfaces where possible
  • Wear protective gloves and other additional protection equipment where necessary
  • Ask you if they can wash their hands before and after the visit, if you are happy for them to do so

We kindly ask you to minimise interaction with our tradespeople whilst they are in your home. To keep our colleagues safe, we would ask that you stand at least two metres away from them where you can. All tradespeople will show you identification when they visit your home. Please check this and once you are satisfied, leave our tradespeople to carry out their work.

Upon completion of the job, the tradespeople will advise you they have finished and are leaving, and they will see themselves out. By following these steps, we want to reassure you that there is a low risk of infection from a home visit by a staff member.