Update on Arcon's Repair Service | News

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Update on Arcon's Repair Service

 

Arcon Housing Association – Re-Start of Non Emergency Repairs
 
Following the government statement in March 2020, we suspended all non-emergency repairs. We have continued to carry out all emergency repairs and repairs relating to Health & Safety.
From Monday 22 June 2020, we will begin to reintroduce our responsive repairs services to all our customers.
 
I have a new repair - can I report it? 
 
Yes you can, but due to the backlog of repairs it may take up to 4 – 5 weeks before we can carry out your non-emergency repairs.
 
Existing repairs that have already been reported to Arcon
 
Arcon will now start the process of arranging appointments with our customers who have outstanding repairs that were put on hold due to COVID-19.  We understand that you have been waiting longer than expected for your repair to be carried out.  Liberty, our Partner contractor, will be contacting residents over the coming weeks to arrange a convenient day for your repair to be undertaken.
 
If I report a repair now, when will it be completed?
 
We usually aim to carry out a non-emergency repair within 10 working days. However, due to the backlog of repairs that we currently have, this will be longer. We will carry out your repair as soon as possible. If it gets worse while you are waiting for work to be carried out, please contact us immediately.
 
How can I report a repair?
 
You can report your repair through the following channels:
 
• Telephone – 0161 214 4120
 
 
We expect our phonelines to be busier than usual during this period.
 
How will you keep people in my household safe while you carry out my repair?
 
Your safety and the safety of our staff is our number one priority. When we carry out your repair, you may see our staff wearing protective clothing, such as face masks and gloves. They will also be following guidance on social distancing. This is to protect them and you as they go about their work. To maintain social distancing measures while they are in your home, they may ask you to stay in an different room while work is carried out. We will call you before we attend your home to check that no one in the property is self-isolating. If anyone is self-isolating, we'll arrange another appointment to carry out your repair.
 
Are you carrying out all repairs from 22 June 2020?
 
That is our intention but is dependent on us being able to source the materials we need. We are aiming to carry out all non-emergency repairs and will be taking new repair bookings from 22 June 2020. However, there may be delays while we wait for materials. We will keep you updated on the progress of your repair.
 
I need a repair but I am shielding – will you carry out my repair?
 
No, we will not carry out non-emergency repairs to any household that is shielding. This is because current government guidelines state that anyone who is not an essential carer, doctor or nurse cannot enter your home. If you have an emergency repair, please call us on 0161 214 4120 to discuss your options.
The government is currently advising those extremely vulnerable groups to shield until the end of June and is regularly monitoring this position. We will continue to follow government guidelines and will only start routine repairs for households in the extremely vulnerable group when it is safe to do so.
 
I need a repair but I don’t want anyone in my house – can I wait to report it?
 
We understand that you may not want others in your home right now and that’s ok. However, we do ask that if there is something that is causing damage to your home, you report it to us as soon as possible, so we can resolve the issue before it becomes any worse.
 
Will emergency repairs still be prioritised?
 
Yes, we will continue to prioritise emergency repairs and aim to respond within eight hours as usual.
 
Are you still carrying out gas servicing checks?
 
Yes, we’re continuing to undertake all our annual gas servicing requirements. We know this is a worrying time, but your gas service is important to keep you, your family and your neighbours safe. If there is a service due in your property, we will call you beforehand to make sure you’re OK and to check if you or any members of your household are self-isolating. If circumstances change and you or a member of your household need to self-isolate while you are waiting for your service to be carried out, we'll arrange another appointment for when you are well. When we carry out your service, you may see our staff wearing protective clothing, such as face masks and gloves, as well as following guidelines on social distancing. This is to protect them and you as they go about their work. To maintain social distancing measures while in your home, we may ask you to stay in a different room while we carry out the service.
 
Planned and major works
 
Planned and major works are still suspended for the time being. We will continue to review this situation