The way you can report repairs during the the coronavirus outbreak hasn't changed - please see below - however the repairs that we're currently able to deal with has. You can find out more below and also find the latest updates on our coronavirus page.
As of Monday 23 March, the reception at Atelier House is closed due to the on-going situation with Coronavirus. We haven’t taken this decision lightly, but I am sure you’ll understand that the well-being of customers and employees must come first. We will still be taking deliveries at this time. If you do need to speak to us, please call 0300 123 9966 or email email@example.com. We thank you for your patience during this time.
Castalia Square and Millwall (Quarterdeck) offices will be closed until further notice due to the on-going situation with Coronavirus. If you require assistance with repairs or housing matters during this time please contact our customer service centre on 0300 123 9966 or email firstname.lastname@example.org. IIf you require visitors scratch card books for CPM sites please call CPM directly on 0345 463 5050. They will take payment and send the book in the post to you directly.
In response to the Covid-19 crisis, and to protect our residents and staff, we have taken the reluctant decision to only carry out emergency repairs for at least three months. We will be reviewing our maintenance resources and will be updating this page if things change.
We aim to make your home safe within 24 hours of you reporting the emergency repair.
We want to ensure your home environment remains as safe as possible, so we still plan on conducting critical safety checks of gas and electrics in your homes. We will also, where possible, continue with the weekly testing of fire alarms in communal areas as well as our programme of safety inspections on mechanical installations and fire remediation works. We ask for your continued assistance in helping us achieve this.
Our primary focus is to provide a safe and clean environment, so we are:
We are working closely with local authority partners to maintain the rubbish collection service; however, some local authorities are already struggling to provide their normal refuse service. With less caretakers available, we are relying on residents to help us. Please ensure you disposed of rubbish properly and help us keep the estates clear which will help us prevent vermin.
First of all you should check our Looking after your home guide to see if the repair is our responsibility or yours.
Homeowners can report repairs or defects in communal areas to us but remember that you are responsible for keeping your own home in good repair. For more information please see our 'after you’ve bought' section.
If you are a One Housing resident you can report a repair in several ways:
It is now easier to report a repair online! No hassle, just give us your details and information about the issue, and we'll take it from there.
Call our Customer Service Centre on 0300 123 9966 (8am-6pm, Monday to Friday, with out of hours service for emergency repairs only).
For residents in Berkshire, please call Housing Solutions on 0800 587 9941 (8:45am-4:45pm Monday, Tuesday, Thursday and Friday, 10am-5:15pm Wednesday).
For residents in London, email email@example.com.
For residents in Berkshire, email firstname.lastname@example.org. If you're a leaseholder or market rent tenant living in Berkshire, please do not report communal issues to Housing Solutions.
We will deal with emergency repairs within 24 hours. Here are examples of repairs that fall into each of these categories.
All of our repairs operatives carry ID and wear branded uniforms and they'll get in touch, if we have your phone number, to let you know their estimated time of arrival. If they aren't wearing ID badges or branded uniforms, please don't let them in. You can always call us and check if you're in any doubt - 0300 123 9966.