From 1 and 15 June, we'll be starting routine repairs and compliance checks. We have quite a backlog, so we're expecting things to take a while until they're back to our normal timescales.
We've put together a few frequently asked questions to explain how we're working through our backlog and prioritising repairs.
What is the backlog?
We have around 3,000 repairs in our backlog. These are:
- routine repairs that have been logged since 16 March, but were not given an appointment due to a restricted repairs service
- repairs that were scheduled to take place during March, April and May but had to be suspended because of the restricted repairs service.
When will you start doing the backlog repairs?
We will start carrying out the repairs in the backlog from 15 June.
Our priority is to get the backlog cleared as far as possible before starting to carry out new routine repairs.
How will you prioritise the backlog repairs?
We will be prioritising the repairs by job type, carrying out those that pose the greatest risk to health and safety or the property first and then moving onto minor repairs.
We will also be prioritising outstanding repairs that have resulted from complaints logged before the lockdown.
How will you schedule all these appointments?
We will start scheduling all the appointments from Monday 1 June.
We aim to get all backlog repairs an appointment, even if that appointment is some time away.
How will we let me know about my appointment?
We will send texts and emails to tenants about their appointments from Monday 8 June and will follow-up with a letter.
What happens if I cannot make the appointment?
If you cannot make the appointment given, you can rebook the appointment online using My West Kent, or you can contact us via LiveChat, email or phone.
We have set-up a dedicated direct dial phoneline (01732 749 991) for rescheduling appointments, so we can deal with them quickly. There will be limited space in the diary for rescheduled appointments, so please keep the appointment given if you can, there will be a longer wait if you need to reschedule.
What if I’m a key worker or have returned to work?
We will try to be flexible if you cannot make your repair appointment because you’re are a key worker or have a genuine need to not be at home at that time.
When will you start doing new routine repairs?
We will start logging and making appointments for new routine repairs from 15 June.
Due to the need to prioritise emergency and urgent repairs, and clear the backlog, new routine repairs will not be completed within our normal 21-day timescale.
We will be working about six weeks behind. As we work our way through the backlog, this time delay will decrease until we are back at normal timescales.
What about compliance checks?
We have continued to complete gas safety checks during the lockdown period. Other safety checks such as asbestos, electrical checks, stock condition surveys will all start again from 1 June.
You’ll receive letters with their appointments for these if you are due a check.
What about planned major works like new kitchens and doors?
We have stopped all work on our planned kitchen, bathroom and roof replacements so we can concentrate on reducing the backlog of repairs.
We will be looking at this over the next month and will be contacting tenants affected.
What if I have symptoms of Covid-19, is self-isolating or social distancing?
We will be following Government guidance and will not enter a property if anyone living there has tested positive for Covid-19, has symptoms of Covid-19 or is self-isolating.
We will book in appointments for when the period of self-isolation has ended. If you’re socially distancing, we can carry out repairs if they are in a separate room, if you are happy for us to do that. The only exception to this is where there is an extreme health and safety issue or risk to life.
How are we managing the risk to operatives and tenants?
Our INHomes operatives and our contractors have all been issued with PPE, including gloves and masks, to protect both themselves and you, and reduce the potential risk of infection. This will be worn at every appointment.
We will continue to ask you when you report a repair and when we arrive at a property, whether anyone in the household has Covid-19, has symptoms of Covid-19 or is self-isolating. We will not carry out the repair under these circumstances and will rebook the repair for three weeks’ time or when the period of self-isolation is over.
Does this apply to all contractors?
Yes, all contractors will be working through their backlog and then working back towards a normal service. Some contractors will have fewer backlog jobs and will be able to return to normal timescales for routine repairs quicker than others.
What about missed appointments?
We will not be charging £20 if you are not in for their appointment, or paying £20 compensation if we fail to attend their appointment. We do not believe it is fair to operate our normal charging and payments system when we are not offering our normal levels of service.