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Watch our video to find out what to expect from a Housing Repairs visit with one of our operatives, and what we require from you before, during and after:

COVID-19: Council housing repairs and maintenance FAQs:

In order to keep both you and others safe, and in line with government advice, we're reducing the types and amount of repairs we're carrying out. As a minimum, we'll continue to provide emergency repairs, which include anything that reduces an immediate risk to life or health, or damage to the property. Examples of this include:

  • No heating
  • No hot water
  • Loss of power
  • Insecure property (i.e. broken doors or windows)
  • Unsafe electrical fittings
  • Gas Leak
  • Damaged and dangerous stairs
  • Some blocked drains
  • Leaking roof or dangerous tiles

In some circumstances, we'll be carrying out additional repairs, in accordance with your ‘Right to Repair’. For more information about these repairs, please see page 13 of your Repairs Handbook.

We're likely to continue with some essential safety checks, such as gas safety checks, as well as some external safety works, and disabled adaptations that enable tenants to stay out of hospitals.

No, our team will have limited resources during this period and we'll be prioritising the most urgent repairs to keep you and our operatives safe. If necessary, our Housing Repairs Team will also be supporting other council departments to ensure all of our customers receive the best service possible.

As and when we expect sanctions to be lifted, we'll be contacting tenants to reschedule previously booked jobs, but cancelled due to the sanctions. As soon as the sanctions are lifted, our tenants can continue reporting repairs as normal. Please keep a list of any repairs to report when things return to normal.

We'll continue to follow all guidelines from Government, including our Regulator.

We may still need access to your home to complete this service, and if we do, we'll be putting in additional safeguarding to protect you and our employees. We'll contact you ahead of the visit and complete a detailed triage over the phone.

We'll ask that you disinfect surfaces before our visit, and to remain in another room with the door closed whilst we work. If you're concerned about any aspect of this, please contact us and we can discuss individual measures to reassure you.

It's really important that you let us know about anyone in the home with suspected Coronavirus, or if you think you've been exposed to the virus within the past 14 days.

Our Technically trained officers will go through various options with you to ensure the best route for repair. In some circumstances, we can talk you through a temporary repair in order to avoid an unnecessary visit during the quarantine visit. If the repair cannot be resolved temporarily by phone, we'll attend and talk you through the precautionary measure we'll take, as well as what we require you to do.

In order to keep you safe, we'll be avoiding all unnecessary physical contact with you. We also need to consider the health and safety risks associated with not carrying out repairs. We'll go through the balance of these risks with you and only carry out what we agree is necessary. In most cases, this will be a mutual decision.

In most cases, these works will be postponed until the sanctions are lifted, but don’t worry, they'll resume afterwards. If you did have modernisation works planned, and you are able to leave the property and stay elsewhere, please contact us to let us know and we can consider this.

We'll be continuing with a small number of heating upgrades, where the reason for the upgrade was failure or imminent failure of the existing heating system.

We'll be continuing to provide most ‘Right to Repair’ maintenance tasks, and will ensure that all essential works are carried out. Other less essential works will continue through to the end of the financial year, ensuring that your home continues to meet the Decent Homes Standard.

It may be the case that we'll need to find additional resource once the sanctions are lifted to ensure that you receive the service that you have paid for, so there'll be no need for a rent reduction.

Your annual gas safety check is a legal and regulatory requirement. Both MDDC and you, the tenant, have an obligation to make sure it goes ahead. Our regulatory bodies have made it clear that these visits should go ahead, even during this Coronavirus outbreak. This is to keep you safe.

We will always contact you in advance to let you know when we plan to carry out a gas safety check. This will be done by our gas contractor, Liberty Gas. If you are self-isolating, please let them know on the number provided, or by calling 01884 255255. We will let you know what precautions we can take.

  • If you have symptoms of Coronavirus and live alone:

    We will arrange the gas safety check for some time after the recommended 7 day isolation period, or until your symptoms end, whichever is later. The engineer will use gloves and clean surfaces before leaving.

 

  • If you or anyone in your household has symptoms, and you do not live alone:

    We will arrange the gas safety check for some time after the recommended 14 day isolation period, or until the symptoms end, whichever is later. The engineer will use gloves and clean surfaces before leaving.

 

  • You, or someone you live with has come into contact with someone with confirmed Coronavirus:

    We will arrange the gas safety check for some time after the recommended 14 day isolation period, or until the symptoms end, whichever is later. The engineer will use gloves and clean surfaces before leaving.

 

  • You have not received a letter from the NHS but you are voluntarily self-isolating because of your age or health condition:

    We will continue with the gas safety check, using full personal protective clothing and clean surfaces before leaving.

  

  • You have received a letter from the NHS stating that you should self-isolate for at least 12 weeks because you have a disease or condition that puts you at high risk:

    We may ask for evidence of the letter. If you can’t send it to us, an engineer may visit to take a photograph through a window. We will continue to attempt to book our gas safety check, and use full personal protective clothing and clean surfaces before leaving. Your advice letter does allow for “essential carers or visitors” which “can continue to visit”. Our engineers will be going above and beyond the recommended infection control measures to keep you safe. We do appreciate that anyone in this extremely vulnerable group may find this contact distressing, however, we do have an obligation to follow guidance set by our regulators in order to the reduce the risk of injury or death due to un-serviced gas appliances.

If you remain concerned, please call Liberty Gas or call and ask to speak to the Housing Repairs team to discuss your concerns further.

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