Housing - tenant briefing

Published on Friday 20 March 2020

Changes to repairs delivery due to coronavirus 

On 17 March 2020 the Government advised that people most at risk from the coronavirus were strongly advised to reduce unnecessary contact with others.  To slow the spread of COVID-19 (coronavirus) the general public were asked to stay at home as much as possible and avoid unnecessary social contact.   

So we can achieve this, we have reviewed our housing repairs service. To safeguard the health and safety of tenants, staff and contractors, we will only be carrying out emergency repairs inside tenants’ homes from Monday 23 March 2020.

We will continue to carry out all communal and external works to our properties as normal. In the meantime we are suspending the Right to Repair.

The reduced list of emergency repairs which we will still do is:

  • Loss of heating and/or hot water- Total loss of both heating & hot water with no electric shower
  • Uncontainable leak
  • Sewage backing up and overflowing into the property
  • Serious security problem, such as a front door that cannot be locked
  • Loss of essential services, such as water or electricity

When you contact ACCESS line to report a repair, we will ask you the following questions to help us determine how best to protect against the spread of the virus:

  1. Have you returned from any risk areas as identified by the government within the last 14 days?
  2. Has a member of your household returned from any of the same risk areas within the last 14 days?
  3. Has anyone you work or socialise with closely been subject to exposure for corona virus within the last 14 days?
  4. Are you in a vulnerable group as identified in government guidance?

We will then:

  1. Assess the repair required and if it is classed as emergency, your repair will be processed in the normal way.
  2. If your repair is not classed as Emergency we will not carry out the repair at this time.
  3. Please be advised that contractors will be required to wear specialised personal protective equipment while in your property.

If you are reporting a gas repair to WRB directly you will be asked the same questions to allow them to assess how they will deal with your repair.

Once the risk has reduced and we are in a position to resume other emergency, urgent and routine repairs, we will advise of this as soon as we can. You will need to report any repairs we have been unable to do in the meantime. We are sure that you will appreciate how challenging the current situation is for everyone but, please be assured that our reason for this temporary measure is to keep tenants, staff and contractors safe.

Find out the latest news and service information on our Coronavirus webpage.