Housing - coronavirus updates

Last updated: 1 June 2021


Changes to our service during national lockdown

The main change to our service at the moment is for properties that are currently occupied by a tenant. For these properties, even if no one is home during the appointment, we can only perform urgent and emergency repairs.

Apart from this change, most of our repairs and maintenance work is continuing during the current lockdown restrictions. In terms of housing repairs, work in communal areas of our properties can still take place, as well as work in unoccupied properties, except where we are unable to maintain safe, two metre social distancing. Please see the section below for how we are doing this safely and how you can help.

We know that each case is different so we suggest you report your housing repairs to us as normal. We can then let you know if we are unable to carry out the repair at the moment and make sure it is queued for the future instead. Once Government restrictions have changed and we can carry out the repair, we will contact you with an appointment date.

To request repairs, please report a repair online or if it's an emergency repair please phone us on 023 8083 3006.

If you have coronavirus symptoms and/or tested positive for coronavirus

If you have coronavirus symptoms and/or tested positive for coronavirus, we will only carry out emergency repairs. We can only do this if everyone in your household stays in another room while your repair is being carried out. Any other repairs that we are able to carry out during lockdown (see current restrictions above) will be scheduled for two weeks later.

If someone living in the property is clinically extremely vulnerable

For properties where one or more tenants are clinically extremely vulnerable to coronavirus, we are only doing emergency repairs. In these cases, the person doing the repair will wear a protective face mask as an extra precaution and will keep their visit as short as possible.

Staying safe when we visit your home to carry out repairs

There are actions both you and our staff can take to keep yourselves and each other safe when repairs are taking place in your home.

What you need to do

Please follow these safety measures when our repairs staff visit your home:

  • You should stay at least two metres (approximately three steps) away from the tradesperson. They will not be able to proceed with your repair if you are unable to maintain a two metre distance from them. If this is the case, your repair will be rescheduled until you are able to support this requirement.
  • You may be asked to stay in another room
  • Leave doors and windows open while the work is completed

This will ensure social distancing can be maintained, contact with door handles is minimised and there’s good ventilation in the property.

Our staff are working hard to get to everyone as quickly as possible, but some delays may be unavoidable. We appreciate your patience and kindly ask that you treat our staff respectfully while they are in your home.

What we will do

Everyone working in our repairs and maintenance service is also following safety measures to keep both you and them safe. They are following strict ways of working safely that include:

  • Social distancing of two metres. This means repairs staff will not need to wear a face covering while they undertake your repairs. Please can you support this requirement.
  • Wearing protective gloves
  • Wiping down surfaces they have touched

Community rooms in housing complexes

To protect our residents and staff, community rooms within our supported housing schemes are being brought back into use in a controlled and gradual way. If you wish to access any of these facilities please contact your Housing Support Worker to discuss how this can be safely managed.

Staying up to date

We will continue to provide updates on the support we’re offering and how our services are being impacted by the COVID-19 crisis. Please keep checking this webpage and our social media channels for the latest information.

Tenants can also sign up to receive our weekly coronavirus bulletin and monthly Tenants’ Link newsletter.

If you have any comments or concerns please contact your Local Housing Office.

Fire safety improvement works

A range of fire safety improvements, including fitting sprinkler systems and installing new fire doors, have been completed in the majority of our high-rise residential blocks.

Although work was paused during lockdown, we’ve recently restarted the programme (excluding blocks in Thornhill for the time being).

Please email us if you have any immediate concerns or would like more information.

Support for vulnerable tenants

We are staying in close contact with tenants across the city who have an identified support need.

As the Government advice for over 70s and people with an underlying health condition is to self-isolate, we will be carrying out this support by phone wherever possible.

If you do require a home visit, we will be in touch with details as soon as possible. Please offer to help any elderly or vulnerable neighbour you are concerned about – perhaps by picking up some shopping or just checking they are okay. And, as per the Government guidelines, remember to keep a distance of two metres from other people at all times.

If you're a telecare user, the service will continue as normal and you should press/pull your alarm for advice and assistance in an emergency. Please only use this facility if you are unable to receive help from other sources, such as family members.