Coronavirus and our Repairs Service


Published: 09/04/2020

The way we provide repairs services is having to change to adapt to the guidance being issued around Coronavirus – but our responsibility to repair and maintain your home is still the same.  You can continue to report all repairs using your My Home account or by telephoning 03000 999 247, but you can only book appointments for urgent or emergency repairs at the moment.  All other repairs will be booked, but we will only make appointments to do them once the current restrictions have been lifted.

As a business, we are following the guidelines and advice given by the Government and acting accordingly.  We would never pressurise any of our staff to work, or allow them to attend a job, if they had any of the Coronavirus symptoms. 

The current guidance relating to repairs and maintenance, issued by the UK Government (which is why it refers to Public Health England, but does apply in Scotland), is as follows:

Work carried out in people’s homes, for example by tradespeople carrying out repairs and maintenance, can continue, provided that the tradesperson is well and has no symptoms. Again, it will be important to ensure that Public Health England guidelines, including maintaining a 2 metre distance from any household occupants, are followed to ensure everyone’s safety.

No work should be carried out in any household which is isolating or where an individual is being shielded, unless it is to remedy a direct risk to the safety of the household, such as emergency plumbing or repairs, and where the tradesperson is willing to do so. In such cases, Public Health England can provide advice to tradespeople and households.

No work should be carried out by a tradesperson who has coronavirus symptoms, however mild.

Read the Guidance

Our staff are considered “Category 1 Key Workers” under current guidance when doing urgent repairs, and so are allowed to travel to and from work.  In addition to this, all R3 staff are supplied with disposable gloves which are only used once and thrown away after each job, as well as hand sanitizer, which is used before and after each job.

Although the current guidance does allow us to do other, less urgent, jobs, we hope you will agree with our approach to only undertake essential works at this time.  However, if you have a particular reason why you need a routine job doing now, please call 03000 999 247 to discuss this, we would consider making exceptions if there is a good reason, as long as we can still comply with the Government guidance.

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