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Our Voice

Posted on October 21, 2020

Non-emergency repairs: An update

We wanted to give a quick update on our repairs backlog. When lockdown began back in March, we began delivering a reduced repair service to ensure we were following Government guidance and keeping customers and staff safe.

During this time, we carried out emergency repairs and continued to deliver our gas servicing programme. Unfortunately, these restrictions led to a backlog of around 5,000 repair requests.

Since August, our repairs team have been working through this backlog of routine repairs and have now reduced this number by half. We are working hard to clear the remaining cases and are hopeful we will be fully up to date in most areas by Christmas.

Our Contact Centre staff are telephoning all customers who have an outstanding repair, to check that the details remain correct and to arrange a convenient appointment.

If you have a new repair to report, please get in touch and we will book this in for you as soon as we can. Please be aware that some newly reported routine repairs will take longer than our standard 20 days to complete as we continue to catch up.

Our team will continue to prioritise the most urgent repairs to keep you safe in your home.

We know the situation around the country is changing daily and it is important to note that our approach may be affected by any further local COVID-19 outbreaks, as well as any re-instated lockdown measures. We will continue to monitor the situation locally and adjust our services as necessary.

If you have any questions, please get in touch with us. We hope all of our customers continue to remain safe and well.