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.
Latest guidance for Independent Living
The pandemic remains a major concern for many residents and staff in our Independent Living schemes.
Our staff are at their schemes as much as possible, but there will be times they need to work from home. At all times they’ll be following Government guidelines and our own safe operating procedures.
Any visitors to our schemes should call through to the resident’s flat using the intercom system and not wait in communal areas.
We’re reminding residents, staff and all visitors:
- not to linger in communal areas
- to wear a face-covering in communal areas
- keep social distancing where they can
- ensure no more than one person or household uses a lift or the laundry
- gatherings in the lounge or other spaces must be booked with the scheme manager and follow precautions
Residents who’ve tested positive and/or are self-isolating must not use communal areas such as laundries and siting rooms. If this is the case, it's important you minimise any contact with other residents and staff.
We thank everyone for their cooperation and understanding.
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