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Repairs, maintenance and essential servicing

Maintenance and repairs

In the start of June, following Government guidance, we reopened a number of services including our repairs service.

We'll now be contacting customers who have a repair job which has already been raised, to book an appointment and to check you’re not experiencing any coronavirus symptoms.

If you need to rearrange your new appointment, particularly if you have a change in circumstances relating to COVID-19, please let us know and we’ll be able to rearrange your appointment when it’s safe to do so.

When visiting your home, we'll wear the appropriate PPE and stick to social distancing guidelines.

Emergency repairs are identified as anything which puts the health and safety or security of a customer or third party at immediate risk, or which affects the structure of the building.

Compliance checks

We’ve continued with our programme of gas safety checks during this time and are continuing to do so. It’s important that we carry out these checks to ensure that you and your home are safe.

We’ve paused electrical safety checks as these are more disruptive and are reviewing how we can begin these tests again in a safe way.

If you or someone in your household has experienced coronavirus like symptoms and are due an essential safety check, contact us and we can rearrange for your appointment to take place after your isolation has ended.

If you’re shielding and are due an essential safety check, we’ll look at each appointment on a case-by-case basis to decide whether it should go ahead. If this is the case with your appointment, we’ll make sure this is done in the safest way possible by making prior arrangements to avoid any face to face contact.

Home renovations

We’re writing to a small number of customers who were scheduled to have a new bathroom or kitchen fitted as part of our home renovations programme.

Unfortunately, we have had to postpone these replacements, as they're disruptive and take days to complete.

If you are one of these customers, we’ll let you know when we may be able to re-book this work.