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Routine repairs

Our repairs and maintenance service is continuing to operate as normal in a COVID-secure way.

We’re doing our best to respond to all repairs and deliver a great customer service, but the circumstances we’re operating in are still far from normal. We’re currently experiencing a high demand for our repairs services and we’re struggling to meet this demand due to some repairs staff having to either self-isolate or having a confirmed case of coronavirus.

We’re very sorry for any inconvenience this may cause to our customers waiting for a repair. We’re doing all we can to complete the repairs that are already booked in, and we’re only rearranging appointments where it is necessary.

You may experience a delay in the time it will take us to complete your repair. Or we may have to rearrange a repair appointment if we must respond to a change in staff resources at short notice. Our sub-contractors are also experiencing similar issues.

We know it is not ideal to wait for a repair to your home and we’re asking for your patience and understanding whilst we work our way through the continuing impact of COVID-19.

The following video features our Plumbing Technician, Ron Privett and our Planner, Alexandra Whitehead to provide you with a little more information

Emergency repairs

Our response to emergency repairs remains unchanged. We’re prioritising emergency repairs and will respond to them within 24 hours.

An emergency repair is usually where there is an immediate risk to life and/or a danger to property that requires making safe urgently, such as:

  • a burst water pipe
  • serious electrical fault
  • no heating or hot water (October to March only)

Our team are working hard to overcome the challenges we’re facing but currently over 37% of all our customer reported repairs are being raised as emergencies. When reporting repairs to your home, please consider whether it is a genuine emergency. Reacting quickly to emergencies places additional pressure on our service, increases the cost and extends waiting times for non-emergency repairs. It is important we classify your repair correctly to help maintain services for all customers.

Gas/electrical safety checks and fire safety improvements

Our essential gas/electrical safety checks as well as fire safety improvements will continue, unchanged. This work is vital to keep you and your neighbours safe.

It is important for us to access your home or any communal areas to carry out these essential works. While working, we will follow safe working practices to keep both you and our staff safe.

Please let us into your home to help us keep you safe and to ensure that your home meets the current safety regulations.

Safe working practices

Despite the changes in the Government guidance from Monday 19 July, our staff will continue to follow safe working practices to prevent the spread of COVID-19.

To keep you safe we will:

  • Ask before we enter your home to check if anyone has had Covid-19 or has Covid-19 symptoms
  • Show you our official ID and check again to make sure it’s safe to enter your home
  • Follow guidelines to support social distancing, good hygiene and minimise touchpoints to limit the spread of germs
  • Have cleaned our hands with anti-bacterial wash and will wear a face covering
  • Try to limit the amount of time we spend in your home

Contacting us

You can contact Together Housing in the following ways:

  • Online– This can be done 24 hours a day by the online form

Telephone– 0300 555 5560 – lines are open between 9am and 5pm Monday to Friday.  From 5pm and at weekends an emergency service is available on the same number.

Coronavirus Repairs Service Update – 20 July 2021