Coronavirus: Repairs service update

image: an Optivo team member making repairsLast updated: 10 December 2021

Over the past few months our teams have been working hard to complete repairs.

We’re still prioritising requests due to the backlog caused by the pandemic.

We’re sorry if you’re still experiencing delays.

We’ve faced a few additional challenges in recent months:

  • The fuel crisis meant our teams weren’t always able to get to appointments
  • A shortage of parts has meant delays to complete some jobs, including lift repairs and door entry systems
  • The national recruitment crisis means it’s taking longer to fill vacant roles. So our teams have been down on numbers. We’re recruiting more staff in order to clear the backlog of work.

Thank you for your patience. We know it’s important to you that we complete your repairs and it’s important to us too. We’re working through all repair jobs and aim to complete them as soon as possible.

Once you report a repair we’ll always respond within 5 working days and usually much sooner. We’ll let you know how long it is likely to take to complete your repair.

The best way to report your repair is on MyAccount. It’s quick and easy to use. Please avoid calling us to report repairs unless it’s an emergency.

If you logged a repair with us that you no longer need, it’s really helpful if you let us know. You can cancel your request through MyAccount, or contact us

Keeping safe

We want to keep you and our teams safe. So if you or anyone in your household is experiencing symptoms of Covid-19 or have tested positive, please let us know before we visit.

The number of Covid-19 cases is rising again in some communities, so we’re continuing to follow safety measures.

Depending on the type of work, our contractors may ask you to stay in a different room or keep a distance of two metres from them while they’re working in your home.

The number of operatives in your home will be kept to a minimum at all times. The operatives may use protective wear if appropriate.

Our surveyors and resident liaison officers will be available to contact at any time if you’ve any concerns.

Covid-19 update – Staying safe

We’re currently seeing high numbers of Covid-19 cases in the UK, particularly in the South-East.
As always, the safety of our residents and staff remains our number one priority. We’re continuing to follow our current safety measures, and of course keeping a close eye on government guidance relating to the new variant.

What are we doing to protect you?

Our colleagues and contractors:

  • Won’t visit your home if they have symptoms, have tested positive for COVID-19 or have been told to self-isolate  

  • Will continue wearing face coverings and keeping a social distance if they’re in your home

  • Will ask if you or anyone in your home has COVID-19 symptoms, has tested positive or is self-isolating

What can you do?

  • If you're self-isolating, have tested positive or are displaying any Covid-19 symptoms and we’re due to visit your home, please let us know beforehand by calling 0800 121 6060

  • Answer questions our colleagues or contractors may have about COVID-19 honestly

  • Open windows slightly and leave internal doors open before, during and after the visit

  • Give us at least 2m space when working, and if possible stay in a different room

  • Wear a face covering if you are able, particularly where distancing may be difficult

We understand postponing a visit may be frustrating, but this is vital for the safety of our staff and others. We’ll rearrange as soon as we are able and it is safe to do so.

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