What you can expect from our repairs service


Here you can find details of the repairs service that we are providing and the safety checks we're carrying out during the coronavirus outbreak.

Coronavirus repairs update: Please note that we are now logging routine repairs for customers in London as well as dealing with emergency and urgent repairs. For customers in Berkshire, our repairs contractor Housing Solutions will start logging routine repairs once again from Wednesday 1 July.

If we need to visit your home, please make sure you let us know if anyone in your household is unwell or self-isolating so that our engineers are prepared with the necessary protective equipment.

Ensuring safety

Safety remains our top priority and we have an ongoing legal obligation to continue carrying out all critical safety checks of gas and electrics in your homes during the coronavirus outbreak. Hear from Sue Hanlon, our Director of Property Services, as she answers questions from residents who are concerned about allowing access for safety compliance checks during lockdown. 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.

Whether someone needs to come inside your home to carry out a safety check or a repair, we have robust measures in place to keep everyone safe and protected and our engineers will:

  • maintain social distancing of at least 2 metres
  • wear Public Health England approved protective equipment, such as gloves, boot covers and face coverings
  • use sanitiser and wipe surfaces down when they’ve completed a repair or safety check
  • wear high vis jackets which have a message printed on them which reminds residents to maintain the 2m social distancing rule
  • place a sign/barrier close to where they’re working, to protect everyone’s safety.

Please make sure you let us know if anyone in your household is unwell or self-isolating so that our engineers are prepared with the necessary protective equipment.

What urgent repairs are you delivering?

  • failure or breakdown of the gas, electricity or water supply.
  • failure or breakdown of any essential service for hot water, cooking, heating, cooling or laundering.

Fault or damage that makes your home or the building unsafe or insecure - as a guideline:

  • remedial work following a burst water main/pipework
  • blocked or broken toilet system
  • serious roof leak
  • serious flood damage (not leasehold or shared owner flat to flat)
  • any fault or damage that makes the premises unsafe or insecure
  • an appliance, fitting or fixture that is not working properly and causes a substantial amount of water to be wasted
  • a serious fault in a lift or staircase that provides the only entrance or access to the block or accommodation.

What emergency repairs are you delivering?

Emergency repairs are those repairs that have a serious impact on our residents or the potential to cause significant damage to a home, and we aim to carry them out within 24 hours of you reporting them.

We will carry out the following repairs:

  • Major flooding
  • Total loss of or major fault with electricity supply
  • Unsafe electricity fittings
  • Gas leak or loss of heating (up to 1 April 2020)
  • Loss of hot water
  • Failure of lift
  • Failure of warden alarm/call system
  • Roof leaks resulting in serious internal flooding
  • Plumbing leaks that cannot be contained
  • External doors or windows not closing or locking
  • Breaches of security to external doors or windows
  • Failure of fire alarm system
  • Sole or only accessible WC not flushing. Please note: we understand why people might be extra thorough with cleaning to minimise the spread of the virus - however, if you're using wipes, please throw these away and do not flush them down the toilet as this causes serious blockages.

Communal Areas emergency repairs

  • Damaged communal floor covering presenting immediate trip hazard
  • A plumbing leak or roof leak that has the potential to cause damage to the property
  • Fire Door not closing properly
  • Full loss of communal lighting or emergency lighting
  • Lift outage.

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