Repairs and maintenance

In order to protect our customers, colleagues and contractors during the coronavirus (Covid-19) outbreak, we have made some changes to the way we deliver our repairs service to you.

If you’re uncertain about an upcoming scheduled appointment, or you’re not sure what to do if you’re self-isolating our frequently asked questions should help.


Yes. If you have an appointment booked for a boiler service or electrical safety inspection, this will still go ahead.

If your annual gas and electrical inspection is due, our contractors will contact you directly to arrange for this to be undertaken in the usual way.

From 1 July, we’ll be running our full repairs service again – including emergency, external, communal and non-urgent repairs.

You may also notice some changes to the way we carry out repairs in your home.

Following government advice, we’ll maintain the highest standards, including all operatives wearing masks and gloves at all times, keeping the areas we work in clean, and maintaining two metres distance throughout.

We know that you’ll continue to follow these rules with us, so we can continue to keep you and our colleagues safe.

It’s very important for the health and safety of our customers, colleagues and contractors that the social distancing two metre rule is followed.

If the social distancing guidance isn’t followed – by you or anyone else in your home – during an essential visit, our colleagues and contractors will give you a polite reminder and ask you to keep a safe distance.

If this reminder is ignored for a second time, they will advise you that they are stopping work and will leave your property immediately.

If you’re self-isolating, or have coronavirus symptoms, please let us know before your appointment. We will either reschedule the appointment or make sure that our engineer who carries out the service wears protective clothing.

We recommend that you test your smoke, heat and carbon monoxide alarms weekly by pressing the “test” button.

If the alarm does not sound, please contact us to let us know so that we can repair or replace it.

Health and Safety

Please contact us as soon as you can and let us know.
We’ll make a note in our system that you’re self-isolating and either reschedule your appointment or make sure that our engineer who carries out the service wears protective clothing.

Our estate services teams and contractors are doing their very best to keep our customers safe and well during this difficult time.

You may from time to time see your caretaker in the communal areas wearing additional personal protective equipment (PPE) such as gloves, masks and disposable aprons. Please do not be alarmed by this. Due to the number of properties we visit these additional measures prevent contamination between buildings, and are an extra measure we’re taking to keep you safe.

Following government advice, on 18 March we announced that we would be attending emergency repairs only. For your safety and the safety of our colleagues, all our operatives will be wearing protective overalls and taking the necessary precautions.

We ask that where possible, you go into a different room or keep at least two metres away from the operative carrying out the repair, as part of the government social distancing rules.

Estate services

We’re continuing to provide full communal cleaning services to our blocks. We’ve enhanced this service where needed to ensure that those frequently touched areas such as hand rails, lift buttons and communal door handles are sanitised.

If we go into lockdown, we’ll still have frontline teams who’ll be able to continue to do their jobs. One of these teams are the cleaners who look after communal areas – especially important when maintaining high standards of hygiene are critical.

We may have to change the dates and times our teams carry out their work.

The safety of our customers remains a top priority so we’re making sure that important safety checks within buildings such as emergency lighting and fire alarm tests, continue to be done.

Whilst we undertake these safety checks, we’ll also be inspecting the block for any urgent health and safety repairs that may need completing.

We understand the importance of the gardening and maintenance service we provide – and our offer varies across our communities.  

At the moment, we’re providing an essential gardening and maintenance service only. This means that we’re delivering the basics such as cutting the grass and keeping hedges trimmed but we’ll not be doing any outstanding improvements such as additional planting and laying bark.  

Prior to coronavirus lockdown, we have managed to get the vast majority of these improvements done – so only a small percentage of customers are affected. We’ll be looking to complete these works when it is safe to do so and a full gardening and maintenance service can resume. 

We’ll be regularly reviewing resource levels to continue this service as fully as we can. 

Fly tipping includes dumped items in communal areas, bin stores or around our communities. It is a criminal offence and you can be fined by your local environmental health service if caught. If you do witness any fly tipping in your local area, please contact your local council

Please contact us via our online enquiry form if you have any concerns about unwanted items left in communal areas on your block or estate.

Most local recycling centre and charity shops – are currently closed. With many local refuse and recycling collection services also running less frequently getting rid of items can be a challenge.

If you wish to dispose of bulky items, you’ll need to contact your local council to check they are currently delivering their usual bulk item pick up service. 

If you have read all our FAQs and you haven’t found the answer to your question, please send us an email or call 0300 456 2099.