COVID-19 - Update on the Association's repair and maintenance service

As part of our on-going efforts to help prevent the spread of COVID-19 (coronavirus) the Association has made some changes to the repair service.

All essential repairs will be completed using procedures to minimise the risk to tenants, employees and contractors. Staff will therefore ask tenants a number of questions to assist with this process and where necessary advice will be sought from the local health protection team.

In line with government advice, to minimise face to face contact, any non-essential repairs to the property will be logged as normal but will be postponed until a later date after restrictions have been lifted.

Tenants should continue to contact us with any repairs via phone or through our website. The Association's' Out of Hours' service is operating as normal for emergency repairs.

When you contact us about your emergency repair we will ask you some questions about your current situation and whether you are self-isolating so that we can understand how best to protect you and your family, as well as the member of staff that attends your home.

Please be patient with us while we ask these questions. These are required to protect the health and wellbeing of you, our staff and our contractors, which is essential in allowing us to maintain services.

If it is deemed essential that a member of staff does attend your home, they will:

• Ask some further questions at the front door before entering the property

• Distance themselves by at least two metres from anyone in the property

• Avoid touching surfaces where possible

• Wear protective gloves and other additional protection equipment where necessary

• Ask you if they can wash their hands before and after the visit, if you are happy for them to do so

All of our staff are encouraged to keep up-to-date with the latest government health advice, follow good hygiene practice and to inform their manager if they feel unwell. Staff will be expected to follow official advice and if anyone is suspected of having the virus, we would expect them to self-isolate.

We kindly ask you to minimise interaction with our tradespeople as they carry out work in your home. To keep our colleagues safe, we would ask that you stand at least two metres away from our colleagues where you can. All tradespeople will show you identification when they visit your home. Please check this and once you are satisfied, leave our tradespeople to carry out their work. Upon completion of the job, the tradespeople will advise you they have finished and are leaving, and they will see themselves out. By following these steps, we want to reassure you that there is a low risk of infection from a home visit by a staff member.