Carrying out repairs through COVID-19 – FAQs


What sort of repairs should I be reporting?

All repairs should be reported at this time. It is particularly important to report urgent repairs, for example:

  • Loss of entire supply of water
  • Uncontainable leak
  • Serious roof leaks and other major structural failures (e.g Chimney, dangerous boundary wall etc)
  • Securing of property
  • Blocked WC when sole WC in dwelling
  • Loss of electric due to electrical problem


How do I report a repair during COVID-19?

This is through the usual way, either by phone or through I-Housing via our website:

To report a repair by phone: 01903 737827

To report a repair through I-Housing, visit our website:


Do I report repairs if I or a member of the household is self-isolating?

Yes, you should still report a repair and we will schedule it for when you are no longer self-isolating. When you report a repair you will be asked whether you or a member of your household is self-isolating. If you are, we will log the repair and then call you back after a period of time (likely 2 weeks) and ask the same questions. When you are no longer self-isolating we shall schedule in the repair.


Will you still attend if I or a member of the household is self-isolating?

No, not for non-urgent repairs. For emergency repairs we shall still attend to carry out the emergency part of the repair, however we shall assess the risk on a case by case basis and plan accordingly.


How long will it take to attend my repair?

Your repair will be attended as soon as possible and when convenient for you. We will complete repairs within 28 working days of your reporting it to us. When you report your repair we advise you of the repair appointment date.


Do I need to prepare for the repair appointment?

Usual preparations will be expected for example clearing the area where the repair needs to take place. We would also advise preparing to stay in a separate room whilst the repair is carried out, which may include having some provisions in that room.


Will the operative be wearing Personal Protective Equipment (PPE)?

It is not mandatory for operatives to wear PPE specifically for COVID-19, it is a personal choice for them. Some operatives may choose to wear a face covering and gloves so do not be alarmed if this is the case. PPE is expected to be worn when conducting certain operational tasks, for example wearing safety goggles when undertaking works using chemicals. This will be relative to the works being undertaken. In line with Government guidance, our focus is on regularly washing/sanitising hands and maintaining safe Social Distance whilst we carry out works and thoroughly cleansing surfaces before we leave your property.


What can I expect when an operative attends my home?

Our operative will attend in the appointment slot already agreed with you. All of our operatives will be adhering to social distancing so must stay at least 2 metres away from other people. Before they enter your home they will carry out a COVID-19 risk assessment, which involves asking you the same questions you were asked when you reported your repair – regarding whether anyone in your household is self-isolating. If a member of the household is self-isolating then the operative will not come into your property and we will reschedule the repair with you.

The operative will adhere to social distancing whilst carrying out the repair and will talk to you about how to do this most effectively. The operative will clean the working area before he/she leaves.


Do I need to adhere to social distancing when an operative attends?

Yes. It is your responsibility as well as the operative’s to adhere to social distancing.


What if I don’t feel comfortable?

At any point during the repair if you do not feel comfortable in regards social distancing or safety then please call 01903 737827 where we will be able to talk through the issue with you.