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Repairs service update

Non-emergency repairs service resumes

Update 10/08/20

We are pleased to announce that from Monday, 10th August, customers calling to report a new repair will be offered a mutually agreed appointment date and either an AM or PM appointment slot over the phone at the first point of contact. Wherever possible we will attempt to complete all repairs within our standard timescales however on occasions we may need to operate outside our normal standards of service as we continue to work towards resuming a normal service. You will be offered the earliest appointment date available to the time of your call.

Since our last update, the repairs team have been working with customers to reschedule non-emergency repairs requested during lockdown whilst also undertaking new repair requests. We would like to take this opportunity to thank our customers for their continued co-operation, patience and support during this difficult time.

Repairs service update - 19/06/20

Following the recent Government amendments to guidance for landlords on how to safely carry out essential services (including repairs) within our resident's homes, we have now resumed a non-emergency repairs service. It is, however, important to highlight that at this time, the safety of our colleagues and customers remains our top priority.

We now have a team who are working to ensure any non-emergency repairs that have been reported to us since the 23rd March or any jobs that are outstanding from before this date are scheduled in. We also have a team who will be working on any new repairs reported to us so that we can attend to these requests at the earliest opportunity. The emergency repairs service remains unchanged.

If you have already reported a repair to us there is no need to call again unless the circumstances or severity of the repair has changed. You will receive either a text message or email which will give you peace of mind that your repair is logged in our system and is awaiting an appointment to be booked. We will then be back in touch when we are able to confirm a mutually agreed appointment time. Due to the current situation, this may take longer than usual and we thank you for your continued patience and understanding at this time.

If you have any questions, before contacting us, please check our frequently asked questions below

  • How will I know when you will carry out my repair?

    This is an unprecedented situation that is affected by current staffing levels, availability of materials and the additional safety measures in place. Please be assured that we will call as soon as we are able to. We are continuing to offer a mutually agreed appointment service so that the date and time is convenient for you.

  • Is this safe?

    Our priority is ensuring that customers and colleagues are kept safe. All of our team will be adhering to strict guidelines on social distancing and following safe working practices. They are provided with sanitising spray, are trained in the correct usage of gloves and have handwashing facilities in their vans. These practices are being continually updated in accordance with government guidance and advice.

     

  • I’m self-isolating, what happens if I don’t want you to come?

    Before we arrange for any repairs to be carried out a member of the team will call and advise you of our intended date to carry out the repair. You can discuss any concerns you may have with them directly.  We are fully aware of government guidelines around isolation and sheltered individuals and will be adhering to the guidelines.

  • When will you call me?

    Our team are working 9am-5pm Monday-Friday. They are processing repairs in priority order and using a mutually agreed appointment booking service.

    Customers who have provided us with a mobile number at the time of requesting a repair we receive a text over the next week confirming receipt or the repair request and confirming the next steps in the process.

  • Should I still notify you of a new repair?

    Yes, please call us on 01283 528528 or visit the repairs section of our website here.

    If you have an emergency repair, please call us on 01283 528528. For more information on what’s classed as an emergency please visit the repairs pages here.

    Please note that due to the current situation and staffing levels, repairs scheduling may take a little longer than usual.

  • How do I know if my repair is classed as an emergency?

    For more information on what’s classed as an emergency repair please visit the repairs pages here.

    If you have an emergency repair, please call us on 01283 528528.

     

  • Someone who reported their repair after mine has been seen quicker than me, why is this?

    We cannot comment on individual cases however this may be due to a number of reasons:

    • Emergency repairs - These are repairs that need to be carried out to ensure the continued safety of our customers in their homes and as such will take priority.
    • Mutually agreed appointments – The team will arrange a date and time that is convenient for you and ensures the best use of our operative’s time in order to maximise the number of repairs they are able to undertake per day.
    • Availability of materials - due to the current situation some materials and parts, plaster, for example, are in short supply and hard to get hold of. This, unfortunately, causes a delay on when we can undertake your repair request.
    • Ongoing day-to-day repairs - To enable us to resume to the full repairs service we have two teams in operation: One team is focussing on ensuring any outstanding repairs are completed and another who is dedicated on ensuring emergency repairs and ongoing day-to-day repairs are completed. This means that any requests are worked through in a systematic way whilst prioritising any emergency or urgent repairs to ensure the continued safety of our customers in their homes.

    Please be assured that the teams are working hard to ensure that any outstanding repairs are undertaken in a timely and safe way whilst enabling us to return to a full repairs service moving forwards. 

     

  • Are you undertaking repairs inspections?

    Unfortunately, we are currently unable to book an appointment in for a surveyor to go out to a property for an inspection e.g. to assess if damp and mould works are required.

    This process is being reviewed and as soon as we are in a position to do so we will notify our customers via this website and our Facebook page. Please follow  @trenantndove for the latest updates.

    We apologise for any inconvenience this may cause. The safety of our colleagues and customers remains our priority.

 

 

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