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How the sector’s repairs teams are responding to the lockdown

Inside Housing’s news team asked England’s 30 largest associations how their repairs offering is working under the latest lockdown. Here is how they responded

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Picture: Getty
Picture: Getty
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How is the sector approaching repairs in Lockdown 3.0. The @insidehousing news team finds out #UKhousing

When the coronavirus crisis hit last March, repairs and how to ensure that tenants could access fixes for their homes was one of the key problems social landlords faced.

With strict rules around social distancing and government guidance putting a ban on tradespeople entering properties, landlords had to work out how to ensure that the most urgent repairs were done safely and how to overcome the severe backlog that had built up once restrictions were eased.


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While the majority of social landlords repairs services returned to normal over the summer, a steep rise in cases in the autumn once again led to restrictions and an increased focus on social distancing to try and stop the spread.

However, the government advice on repairs people was less restrictive even at a time when the Kent variant was spreading across the population. This left landlords to decide for themselves what approach they would take when it came to their own repairs service.

Was it emergency only or business as usual for England’s biggest landlords? Inside Housing asked the country’s 30 biggest associations and here is a rundown of some of their responses.

The majority are running a normal repairs service



Of the 17 associations that responded to Inside Housing’s survey, the majority said they were adopting a largely business-as-usual approach and still booking in and carrying out routine repairs. Those adopting business as usual were operating with the caveat that there was a lot more diligence around social distancing, risk assessments and personal protective equipment (PPE).

Increase in PPE

Nearly all associations said they had heavily invested in personal protective equipment for its operatives. Others have said that they are warning tenants of social distancing and ventilation rules. Abri, which operates in the South of England, now provides tenants with face masks when operatives are on site.

External works can continue

The majority of associations, even those that had restricted internal repairs to emergency and essential only, have continued external works. This also includes maintenance in most cases, with Sovereign continuing communal grounds maintenance and cleaning services.

Risk assessments

A number of associations have given operatives training to carry out doorstep risk assessments. Catalyst operatives can now carry out assessments when arriving, while other associations have produced a ‘safe operating procedures’ guide for all frontline workers.

Stopping new repairs appointments

For some, the latest lockdown has seen a change in approach. One association, which preferred to remain anonymous, said that while it is honouring routine repairs made before 11 January, it would not be taking any new appointments.

For Together Housing, emergency repairs booked after 1 February are being prioritised. Riverside has said it will honour all repairs but has asked tenants to report issues only when they are essential.

Longer wait times

A number of associations have introduced longer wait times for repairs. A2Dominion has said that due to staff self-isolating or carrying out care responsibilities, there will likely be longer waits. LiveWest has increased its repairs wait time from 28 days to six weeks.

Flexible appointment systems

To deal with the changing risks around COVID-19, several housing associations have brought in more

flexible booking processes. Network Homes is operating a normal repairs service but has also implemented a flexible booking system if a member of a household is in a high-risk category, shielding or self-isolating.

Some landlords are providing only emergency repairs in areas where the South African variant has been found (picture: Alamy)
Some landlords are providing only emergency repairs in areas where the South African variant has been found (picture: Alamy)

Gas safety and fire works

Some associations with fire safety issues have said they are continuing this work. Vivid said it is continuing with annual safety checks and fire works despite currently not carrying out internal repairs work.

Combating the South African variant

Some associations said they were taking extra steps to combat the South African variant. WHG and Midland Heart said they had stopped all but emergency repairs in postcodes where cases have been found.

Remote repairs

In a bid to cut down on home visits, LiveWest has implemented a video service where operatives can

guide tenants through potential fixes remotely.

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