Covid-19 and national lockdown: changes to our repairs service from 5 January 2021
The current impact of Covid-19 across the country and the national lockdown in place from 4 January 2021 means that our contractors are operating with variable staffing levels. Should existing contractors be unable to provide services we will arrange alterative contractors to carry out the repair. This means we are not able to guarantee repairs will be completed in their usual time frame at the moment.
Here is what Habinteg tenants can expect:
Emergency repairs are our highest priority and we expect to be able to attend to these within the usual 24 hour turnaround time.
Please report emergency repairs by phone to Habinteg Direct so that we can deal with them as promptly as possible. Call 0300 365 3100 (Monday to Friday, 9am-5pm) or use our out of hours service on 0345 601 3389 at all other times.
We will endeavour to complete urgent repairs within 5 working days however due to reduced contractor resource some may not be completed within this timeframe. The contractor will make an appointment with you for your repair and keep you informed of any changes.
We will endeavour to complete routine repairs within 20 working days however due to reduced contractor resource there will be occasions when they are not able to complete the work within this timeframe. The contractor will make an appointment with you for your repair and keep you informed of any changes.
Routine safety checks
All health and safety and compliance work, such as electrical testing and gas servicing, will continue as normal during the lockdown period.
How to report a repair
Please report routine or urgent repairs using our online form if you are able. This will help us keep the telephone service available for emergencies, and for customers who can’t report online.
If you do need to phone us, you may find it takes longer than usual to get through to our Customer Services Team at the moment. This is because the team are working at home during lockdown and we’re also receiving more calls.
What category is your repair?
If you are unsure what category your repair falls into please refer to our repairs guide below or check with the Customer Services Team.
This guide covers:
- repairs that Habinteg is responsible for
- repairs that tenants are responsible for
- how to report a repair
- out of hours emergency repairs service
- how quickly repairs will be completed
- how contractors should behave in your home
- what happens if a repair is not carried out on time
- how we check repairs are carried out correctly
Repairs guide [PDF] 257KB
Repairs guide [docx] 145KB