Latest service update: 7th April 2021 

The cautious and gradual easing of national restrictions that began last month is focused initially on increasing options for social contact. While the government has outlined target dates for the easing of certain restrictions, these are not set in stone and are dependent on continued improvement in infection rates.

As has been the case throughout the pandemic, we remain focused on providing essential services while keeping customers and colleagues safe and reducing the risk of spreading the virus. During the most recent lockdown we temporarily scaled back our repairs and maintenance service to an ‘emergency-plus’ service to keep contacts to a minimum.

Over recent weeks, there has been positive news of the reduction in infections and an ever-increasing number of people in our communities have been vaccinated. We know how important our repairs service is to you and we believe the risk of transmission has now reduced to a point where we can safely and confidently resume our normal full repairs service again from this week.

All new repair requests will be processed through our normal channels via our contact centre and delivered by our in-house team.

We are also working to clear the backlog of routine repairs held while we have been operating the 'emergency-plus' service and through the last lockdown. Due to the volume, we will be using contractors to support our in-house team in completing some of these repairs over the next few months. The contractors we’ll be using have worked for us for several years and we are confident of their quality and attention to customer service.

We appreciate your patience while we work hard to get things back to normal. If you have any questions you can send us a message using your online Customer Account or an email to or call our Customer Services team on 0300 111 7000.

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