Resuming our services

Published: 30/03/2021

Our full essential and emergency repairs service is up and running again. You can book a repair by calling 0800 032 2433 or chatting to us in real-time on webchat. At the moment we aim to offer an appointment within 20 days for any routine repairs that are not an emergency or priority. This is longer than our usual turnaround time to take into account increased volumes – we appreciate your patience and understanding during this period. We’ll reintroduce our online repairs appointment booking system as soon as we can and let you know when it’s available again. Planned works have also now restarted.

Gas safety & electrical testing
We've continued critical health and safety activities throughout the pandemic, including gas safety checks and electrical testing. If we contact you about either of these things, it’s important you allow us access to your home so we can complete them for your own safety. If you or anyone in your household has symptoms of Coronavirus or you’re self-isolating or shielding, please let us know when you book a repair or before any other type of appointment, such as gas servicing.

Our full Caretaking service has now restarted, which includes cleaning and mopping within common areas. Lettings In line with Government advice, we’ve been able to continue letting homes throughout the period.

Maintaining social distancing
Our repairs operatives and caretakers will continue to maintain the advised level of social distancing whilst carrying out their work. To help protect both you and them, we ask that you also keep a two-metre distance from any employee you come into contact with.

Customer services
Our Customer Services Team are here to help - you can contact them via web chat here. You can also call Freephone on 0800 032 2433 or 0203 166 2200 from a mobile. For more general queries, try the help and advice section of our website.

Our office
Our office in Teddington remains closed to all customers and visitors until further notice. We’ll continue to monitor Government advice carefully and let you know if anything changes.

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