Repairs and Maintenance

In order to protect our customers, colleagues and contractors during the Coronavirus (Covid-19) outbreak, we have reluctantly taken the decision to carry out emergency repairs only.

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, this will still go ahead.
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.

No. We’re not carrying out any non-emergency repairs until further notice but will be carrying out emergency repairs.

Non-emergency repairs postponed until further notice include but not limited to:

  • Kitchen and bathroom upgrades
  • Electrical and heating upgrades
  • Replacement windows and doors
  • Decorating.

Emergency repairs will continue

We will investigating issues which could, or have already, caused significant damage to your home such as roof leaks, flooding, fire or structural damage.
These include:

  • Total loss of electricity, mains water, hot water and/or heating
  • Works to external and communal areas such as emergency ground works, cleaning services and communal lighting
  • Regulatory service checks such as gas boiler servicing, fire warden duties and legionella checks
  • Fire remediation work and reinstatement
  • Any repair required that poses a potential danger to the public.

We’ll publish updates on any changes to which repairs we’re able to carry out on our website.

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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.

If you see one of our team members in your neighbourhood, please remember the social distancing rules and stay two metres (6ft) away from each other. Read the government’s advice on social distancing and our estate services update for more information.

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.

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 2 metres away from the operative carrying out the repair, as part of the government social distancing rules.

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. 

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

For further information on what will be covered under our emergency repairs services please read our repairs and maintenance update.

Last updated: 25 March 2020