An update on our repairs service

Working to get the full repairs service up and running while keeping you safe.

Here at Bolton at Home, we take the safety of you and your family very seriously. We’re continuing to follow government guidelines and best practice across the housing sector to minimise the risks posed by COVID-19.

While it feels like some things in life are getting back to normal, we all know that the virus will be with us for some time. At the moment we’re only carrying out emergency repairs, but we’re working to get the full repairs service up and running soon. We hope to be able to give you a further update on this in a few weeks’ time.

For those of you with outstanding non-emergency repairs, we’d like to assure you that resuming the service is a big priority for us and we thank you for your patience and understanding over the last few months.

Emergency repairs – what you need to know

If we need to visit your home to carry out an emergency repair, we’ll take every precaution to keep you safe. As part of these important safety measures, we’ll:

  • ask you if you’ve had any symptoms of COVID-19 when you report a repair
  • sanitise our hands before entering and leaving your home
  • wear full personal protective equipment if you have symptoms or are self-isolating
  • stay a safe 2-metre distance away from you, and we might ask you to move to a different room while we carry out the repair.

Your repairs questions answered

Some of you have called our contact centre to ask how our operatives will work safely in your home. Here are some of the common questions asked together with our responses.

Why are operatives only wearing masks and not full personal protective equipment (PPE)?

In line with the government’s safe way of working guidance, our operatives aren’t required to wear PPE. However, they’ll wear masks or a visor and will santise their hands before and after every visit. If you’d like an operative to wear gloves, please ask them to do so when they arrive.

If I or someone in my household has COVID-19, what additional PPE is worn?

Depending on the work that needs doing, we may postpone the visit. If the work is an emergency or essential, the operative will wear a mask or visor , disposable gloves and a disposable paper suit.

Can I ask the operative to wear additional PPE?

If you’d like an operative to wear additional PPE, please tell us when you report your emergency repair. Please be aware though that there is still a global PPE shortage, and we’re carefully monitoring our stocks to ensure that staff have appropriate PPE when situations require them to wear it.

Do I need to ventilate my home for the appointment?

Where possible we ask that you ventilate your home by opening windows for the duration of the visit.

What if I refuse access to my home?

We ask that you co-operate with us and allow operatives into your home to carry out any necessary repairs. Government guidelines state that, after 1 August, those who’ve been shielding because they’re clinically vulnerable no longer need to. If you’ve been shielding, we understand that you might feel nervous having people come into your home. But we want to reassure you that our operatives have received all the necessary training to keep you safe in your home.

I’ve been shielding – will you be doing a gas safety check now?

You might have received a letter to say that we’ll be carrying out a gas safety check in your home – even if you were shielding. This is an automated process that we should have stopped so we apologise for any confusion this might have caused. However, we contacted everyone on the shielding list to say that we’d only begin the safety checks after 1 August (in accordance with government guidelines). Now that shielding has ended, it’s a legal requirement for us to carry out these important checks. If your home is due for a gas safety check, we’ll be in touch with you to arrange an appointment.

You can still report an emergency repair 24/7. An emergency repair is one that might result in harm to people or property if it’s not fixed quickly. Please phone us on 01204 328000. If you smell gas, call the National Grid emergency number 0800 111 999.

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