Your views on safe re-introduction of services

Closed 29 May 2020

Opened 22 May 2020

Feedback updated 1 Jul 2020

We asked

As part of our coronavirus recovery plan, we are planning a phased approach to introduce our repairs service again. We asked you to tell us what you think about us starting to carry out repairs, if you have outstanding repairs and how we can do this safely.

You said

1,048 customers took part in the consultation

  • 84% of you said you are happy for an employee to come to your home
  • 60% said you had an outstanding repair
  • For those it was applicable to 96% said you were happy for us to carry out communal repairs
  • 83% of you agreed with our repairs recovery proposal

We did

We are planning a phased approach to reintroduce repairs services again in a safe way for our customers and colleagues.

We will continue to carry out our emergency repairs as well as gas servicing and any other health and safety related repairs to ensure our customers safety.

For everyone’s safety, until September, we will only carry out external repairs, those that will take less than one hour to complete or are critical, to minimise the amount of time spent in your home and to maintain social distancing.

We aim to begin to tackle the list of repairs that we had to cancel due to lockdown in July, and then turn on our full repairs service in September if government restrictions and safety precautions allow us.

On 11 June, we started to contact anyone who had a repair cancelled when we went into lockdown. This is to check whether customers still need the repair. If it’s still needed, and will take less than one hour to complete or is external, you will be offered an appointment from 1 July onwards either over the phone, or through a text from us when you are able to book an appointment for your repair on our portal.

For any new repairs, you will be able to report these to us online or over the phone from 1 July.

From 1 August, we will allow appointments to be booked for external or communal repairs or those that will take less than one hour to complete inside homes.

From 1 September, we will allow appointments for all other repairs, including those that could not be booked earlier because they will take over an hour to complete.


For the safety of you, your family and our colleagues during the coronavirus outbreak, we have reduced the level of services provided. We also moved some of our face to face engagement online and over the phone.

We continue to follow the advice of the government and Public Health England and are planning to reintroduce more services starting in the coming months. We understand how important it is to you that we resume our normal services as soon as possible.

Why we are consulting

We are planning a phased approach to introduce routine repairs and maintenance again over the coming months. Some of these repairs will require us to enter your home.

To help us shape our plan we would like you to tell us what you think about starting to carry out repairs, whether this is the right time and how we can do this in a safe way.

We would appreciate you taking a few minutes to answer some very simple questions to help us shape how we get our services back to normal.