Repairs

Housing

Alert

COVID-19 repair and maintenance update 

We are delivering emergency repairs and maintenance services, keeping safe our residents who live in homes managed by Waltham Forest Council.

For Emergency Repairs (Council Tenants/Leaseholders) please contact us as normal on 020 8496 4197.

When you contact our repairs line you must let us know if you are in a vulnerable group (over 70 years old or with a serious medical condition) or if you have been told to self-isolate.

What is a critical emergency repair?
Critical emergency repairs include total loss of power, total loss of water supply, dangerous structures, very serious leaks, gas leaks, water leaks, lift breakdowns, cold water main booster pump failure, communal and district heating system failure, sewage pumps, power outages in homes and communal areas.  We aim to respond to critical emergency repairs within two to four hours. 

What is an essential emergency repair?
These include heating and hot water breakdowns, electrical repairs, stairlift breakdowns, door entry defects, domestic appliances, TV aerials, Solar panels, blocked toilets and sinks. We aim to respond to an essential emergency repair within 24 hours, or next working day.

What about other resident repair issues?
Routine repairs and routine maintenance will be deferred. This includes repairs to kitchen units, internal doors, dripping taps, leaks that can be contained, tiling, internal decorating after a repair and fence repairs, except for making them safe.

Why is the Council still carrying out Gas Safety checks?                                                                    

By law we must carry out annual gas safety checks on all our Council homes. The latest guidance from the Government is that all councils must continue carrying out gas safety checks, despite the Covid-19 crisis.

Gas safety checks are vital in ensuring people’s homes are safe.

If you receive a letter about a gas safety check appointment, do not ignore it. You need to arrange to let our engineer gain access or contact us on the number given in the letter.

If you are self-isolating, we can arrange a new appointment for two weeks later.

All staff and contractors prioritise health and safety issues, like hand washing and social distancing, and have been issued with sanitisers and personal protective equipment (PPE).

Residents must keep their social distance when staff arrive and stay in separate rooms during the repair.

Will we deal with an emergency repair in the home of someone self-isolating?

Yes, but it is absolutely essential that you tell us you are self-isolating when you report the repairs issue. You also need to tell us if you or anyone in the household are a vulnerable resident, either because of age or a serious medical condition.

What about maintenance and repair work outside people’s homes?

Our planned work helps to ensure that vital services don’t fail and that your home is safe. We will continue with much of our planned maintenance works to protect the services you rely on in your home and that takes place in communal areas or away from residences.

This includes servicing lifts, communal heating systems, communal ventilating systems, sewage pumping stations, cold water boosting pumps, fire safety checks, and other areas that ensure delivery of the services you and your family need in your home.

Planned works update

Following new Government guidelines, we are ready to restart some of our planned works. Limited external and communal planned works have begun on some of our estates.

The work is only being carried out in external areas and in some communal areas.

Our staff will maintain small work teams to limit social interaction, and use physical barriers to ensure social distancing and safe working zones. They have been provided with extensive PPE and will follow detailed protocols on what PPE to wear in external areas, in communal areas, when travelling to and from sites in shared vehicles and in our site offices.

There will be no hand to hand exchange of tools or working face to face. They have strict protocols on safe travelling to work and ensuring health and wellbeing. Those strict protocols extend to any interaction with residents.

We are not planning, at this time, to restart our planned work programme in people’s homes.

All our contractors and Council staff carry ID. Always ask to see ID before allowing anybody into your home.

Residents must keep their social distance when staff arrive and stay in separate rooms during the repair.

All staff and contractors prioritise health and safety issues, like hand washing and social distancing, and have been issued with sanitisers and personal protective equipment (PPE).

Advice for treating asbestos safely. 
Tips for keeping your home free from damp and mould.
Your gas appliances need servicing once a year. 
Understand what you repair as a leaseholder. 
Report a repair here. 
Get permission if you're doing repairs yourself. 
Learn what repairs we do and which are yours.