Coronavirus (COVID-19) - Repairs service

Updated 6 January 2021

What can you expect from our repairs service?

Our regular repairs service is operating as normal so you can report non-emergency repairs as usual. 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 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 we will reschedule the visit for after the period of self-isolation has ended.

If you have received a letter advising that you should shield following the implementation of tier 5 restrictions we will still require access to complete the gas safety check. Our contractors will follow the necessary Government guidance for working safely in your home throughout the course of their visit.

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. 

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