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Coronavirus Update: Responding to Non-Urgent Repairs

Published: Monday, 29th June 2020

Update regarding the handling of responsive repairs

Since the start of the Coronavirus pandemic, several members of staff working for Morgan Sindall, our main contractors, have been furloughed and this has meant that from mid-March, we have only been able to respond to emergency and necessary repairs such as a loss of heating for vulnerable people; full power outages; gas leaks; major water leaks or severe disruption to water/heating; or large dumped rubbish items in tower blocks.

Since Morgan Sindall’s staff have started to gradually return to work over recent weeks, we have been able to begin the process of working through the backlog of non-urgent repairs that had been received by our Customer Services team via email during the lockdown period - and this catch up work is ongoing.

As more contracted workers become available, we hope to soon be able to clear this backlog and we expect to start accepting new reports of non-urgent responsive repairs from next week.  As soon as we are able, we will start to reschedule planned upgrade works such as new kitchens, bathrooms and roofs which had previously been due to take place over the past few months.

We are still required by law to carry out annual servicing of gas appliances so please do continue to allow our gas contractors, Aaron Services, access into your home to complete this important schedule of work.

Sarah Lander, Assistant Director for South Essex Homes, said: “Please bear with us while we take a measured approach back towards offering a full repairs service.  This may take some time as we need to continue to prioritise emergency situations and will be at the mercy of fluctuating staffing levels and any potential future changes to the government’s COVID-19 guidelines. 

“We are committed to managing this process in a fair and cautious way and appreciate your patience and understanding.

“And of course, if you have an appointment with us and you are feeling unwell or if you are self-isolating, please be sure to let us know and we will reschedule your appointment as soon as possible.”