As the government has increased the urgency of its advice to protect each other and the NHS by minimising contact of any sort, in response to the Coronavirus pandemic, we are posting this to update you about changes to our approach to  home visits.

Currently we are only able to attend EMERGENCY REPAIRS and ESSENTIAL SAFETY INSPECTIONS.  All other contact will be by phone, email, text or direct messaging.

Where we attend to an emergency repair, you will understand that we are taking preventative measures such as additional hand-washing before and after a visit and protective clothing for our technicians. Please do not be alarmed or offended by this. We will need your co-operation in keeping a physical distance between our technician and anyone in your household of at least 2 metres. We have to do this to maintain the availability of our maintenance team to attend repairs.

The Coronavirus outbreak is causing a great deal of anxiety and concern for many reasons including health of loved ones and financial pressure. Our aim is to keep supporting you and our employees but the increasingly stringent measures being adopted nationwide are making this more challenging and so we ask you to please be patient with us as we adapt to offering our services more remotely and as we will also have staff affected. Please contact us if you have any concerns that we may be able to support you with. We will always try to help you as best we can.

We do the vast majority of repairs to your home however as a tenant there are things that you are expected to do.

Tenant responsibilities include although not limited to:

  • Keep your home clean and well-decorated and your garden tidy. We maintain communal gardens – not individual gardens.
  • Repair anything you have fitted yourself and change light bulbs etc.
  • Clear minor blockages to drains and sinks and carry out minor refixing such as tightening loose handles, hinges,etc.
  • Take all reasonable precautions to prevent water pipes being damaged by frost during severe weather.
  • Repair any damage created by you or your household.
  • Keys – please note that we do not generally replace locks when keys have been lost – you must make your own arrangements to do this. To prevent unnecessary costs to yourself, it may be advisable to keep a spare key with friends or family.

Download our tenant responsibiities checklist.

Report a Repair

Step 1: Use our online contact form or call us to report your repair on 0300 5000 600.

Step 2: We will ask you a few questions to find out what’s wrong.

Step 3: A Repairs Technician will visit you if we can’t help out over the phone.

Step 4: We will ask you when you would like to be visited and find out if a Repairs Technician is free.

Step 5: Make sure you’re in for your appointment! We may have to cancel your order if we miss you or at worst recharge you. You will need to rebook a repair appointment with us if we are unable to carry out your repair when we first visit.

We may find out that you are responsible for carrying out the repair you need. If this is the case, we will provide advice tailored to your household.

We may advise you to:

– Ask a family member, neighbour of friend if they can assist you.
– Contact a charitable repairs provider, such as Care & Repair or Mears Home Improvements.

Recharges
The tenancy agreement sets out the respective responsibilities for landlord and tenant in relation to the maintenance of the property. Connect may recharge you for any repairs that it has to carry out, which fall within the scope of the tenant’s responsibilities. Download our Tenant Recharge Policy.