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Coronavirus repairs customer FAQs

How do I know it’s safe to let your repair operative into my home?

If we do need to visit your home, we have set procedures to ensure that all our repair operatives are working in line with controls adopted by SARH that go beyond the current government guidelines.

We will contact you before our operative visits so that you are aware of the following procedure.

Before we enter your home, you and anyone in your household will be asked:

  • some brief health questions relating to Covid-19.
  • to move to and stay in another room, with the door closed, for the duration of the visit by the operative.

If you are unable to follow these requests, our operatives have been instructed to immediately leave your home to ensure they keep everyone safe.

Operatives wear disposable gloves and have sanitiser and vehicle mounted wash facilities.

Where social distancing of 2m cannot be maintained by operatives working with each other, they wear:

  • Disposable gloves
  • FFP2 or FFP3 Respiratory Protective Equipment and face screen or goggles.

When accessing sheltered / extra care facilities and moving within any communal area, operatives wear Respiratory Protective Equipment.

When the job has been completed, you will be advised to wipe down the immediate area that our operative has worked in.

Are repairs still being completed?

Our emergency repairs service is operating as normal. To report an emergency repair, please call 0800 111 4554. 

Due to the impact of Covid-19, our response time to nonemergency repairs may take longer than usual. You can report non-emergency repairs online here.

What happens if I need an urgent repair and someone in my household is self-isolating or has coronavirus?

We will still need to attend your home to make it safe or to carry out the emergency repair. All of our operatives will follow a set procedure before entering your home.

Please follow their instructions closely for your own safety and that of our operatives.  You and your family will need to stay in another room, with the door closed, whilst our operative undertakes the repair.

What should I do if I want to reschedule an appointment?

Please telephone customer services to rearrange your appointment as quickly as possible.

Do I have to let you in to undertake a repair?

If you report a repair and we confirm that our repair operative is attending, you must let them in to carry out the work. We will work with you to arrange when and how the work can be carried out.

If your repair is an emergency, you must let us in for your own safety.

If it is not an emergency and you cannot make the appointment, please rearrange by contacting customer services.

How can I report non-urgent, routine repairs?

Non-urgent, routine repairs can be reported online 24/7 here.

At present, we are unable to give specific timescales for routine repairs to be completed.

What is classed as an emergency repair and how do I report it?

An emergency repair is a problem that represents an immediate risk to safety, security or health.  You can call our customer services team on 0800 111 4554 to report emergency repairs.