We've moved to a new Wembley Park head office - Although our reception is still closed to visitors, our new address is The Hive, 22 Wembley Park Boulevard, Wembley, HA9 0HP. Please update your records and use the new details if you need to get in touch or send any documents to us in the post. 

 

Coronavirus (COVID-19) - Repairs service

Updated 3 July

We are pleased to announce that we've restarted our regular repairs service and you can now raise non-emergency repairs with us again.

since the end of June we’ve be working through the backlog of non-emergency repairs that were raised before lockdown measures were introduced on 24 March. So, if you raised a non-emergency repair before 24 March, one of our contractors will call you and offer an appointment within 10 days of the call. Due to the number of repairs we’ve had to postpone because of lockdown, it could take up to 8 weeks for the contractor to complete the repair, depending on the nature of the issue.

We’re grouping some work like fencing, guttering and minor roofing repairs into batches to make it easier for our contractors to carry out the job in one go. This may mean it will take longer for the work to be completed but we will be in contact with residents closer to the time when programming these works. 

What can you expect from our repairs service?

Our regular repairs service is now back up and running so you can report non-emergency repairs again. Visit our repairs and maintenance section to find out more about our repairs service.

Your health and safety are extremely important to us. We'll continue to monitor and follow Government guidance so we can provide you with a service.

Please contact us to let us know if you’re self-isolating, showing symptoms of coronavirus (Covid-19) or have been confirmed to have coronavirus. This is to protect you, our staff and contractors. We will put measures in place to complete your emergency repair. If we’re not able to do this, we’ll speak with you about how we can safely gain access to your home to complete the repair.

You can contact us by phone on 0300 373 3000, email at customerservice@networkhomes.org.uk or by using our online contact us form.

Emergency repairs are situations where there is a risk to someone’s health or safety, a home is not secure, or there is damage that will compromise the structure of your home. Emergency repairs, during this time, include:

  • No heating – no hot water
  • No electricity or water due to internal faults
  • Serious water leaks that cannot be contained or those effecting electrics or could cause a ceiling to collapse
  • Ceiling collapse due to other reasons
  • Blocked or non-flushing toilet when only one in the property
  • Blocked drains
  • Any leaks involving sewerage
  • Smashed glazing
  • Insecure damaged front door

As they are a legal requirement we are continuing with gas safety checks. Please let our contractors in to do these checks, unless you're self-isolating or extremely vulnerable, and wait in a different room – at least 2m away, for the duration of the visit.

We are not carrying out gas servicing visits to homes where someone is:

  • Self-isolating or has a confirmed case of coronavirus (COVID-19) – but will reschedule the visit for four weeks later.
  • Extremely vulnerable in accordance with the Government definition and shielding themselves – we would still carry out emergency servicing and look to resume routine maintenance as soon as possible. 

When an engineer does visit your home, they will follow these guidelines:

  • Confirm prior to entering your home, whether anyone is self-isolating, or has been in contact with anyone who has been diagnosed with coronavirus or has recently gone into self-isolation. 
  • Keep a minimum of 2m apart from other people
  • Wash their hands frequently
  • Wipe down all surfaces.

Building and fire safety

Our waking watch (fire wardens) will continue to carry out their patrols in our buildings which require them, as this is essential safety work which needs to be done.

Please ensure you do not leave any items in the communal areas, fire exits or fire escape routes as this will create a fire risk in your building.

Other repairs or health and safety work

We're still completing repairs on our empty properties to get them ready for new residents, and carrying out essential health and safety work.

In both situations, our contractors are following the Government's safety precautions during this time.

I’m self-isolating or unwell but have an emergency repair scheduled. What do I do?
What is an emergency repair?
What's happening with my annual gas safety check?
Will you still carry out fire safety and health and safety repairs?

Read the latest update about our health and safety programme and what we're doing to keep you safe in your home.