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Housing Service delivery under COVID-19

Housing Service delivery under COVID-19

In order to ensure the safety of our tenants, leaseholders, and staff during the COVID-19 pandemic, the council's Civic Centre and satellite offices remain closed. In line with government advice on the management of the coronavirus outbreak, it has become necessary to make changes in the way we deliver our services.

Reporting home repairs under COVID-19

As part of the council's COVID-19 response it is vital that we continue to work together with our tenants and leaseholders to keep rented properties safe. Tenants sit at the heart of everything we do and as such we are committed to ensuring that you have a safe place in which to live.

As always, we want to ensure that properties are kept in good repair and free from hazards. During lockdown we ask that you continue to let us know if there is a problem as early as possible and we will take the appropriate action to sort the issue while following COVID-19 guidelines.

Our council officers and contractors are following central government COVID-19 guidance on working safely in people's homes so we can safely visit properties to carry out inspections and repairs. Please continue to allow us access to your property so we can carry out the necessary maintenance.

Please let us know if you or someone in your household falls within a clinically extremely vulnerable group - our council officers and contractors will pay specific attention to ensure the safety of those who have declared themselves as particularly vulnerable.

Contact details for reporting repairs

To report repairs please use the usual contact points outlined on the repairs reporting page.

Guidance for a visit from our officers or contractors

We have outlined some guidance below which applies to when any council staff member or contractor visits you at your property.

When an appointment is booked with Mears, tenants and leaseholders are informed of the safety measures being taken. A text message is also sent containing a link to a video which can be viewed for further information.

When our officers or contractors attend, please adhere to the following where possible:

  • If you are displaying symptoms of COVID-19, or have been in contact with anyone displaying symptoms, please cancel or rearrange your appointment
  • Maintain minimum two metre social distancing from any contractor or staff member visiting your home
  • Wear a mask or mouth and nose covering such as a scarf
  • Clean contact points such as door handles before and after the visit
  • Wedge open doors to any room we need access to
  • Ventilate any room we need access to by opening windows
  • Keep all family members and pets out of rooms where our officers and contractors need to work
  • If requested, please allow our contractors and staff to wash their hands
  • Please advise our contractor or staff member if you prefer them to wear a mask.

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