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Update on our housing repairs service

Tower Hamlets Homes -
26 May 2020

Posted on Tuesday 26th May 2020

estates view

Updated 4 June 2020

When the Coronavirus lockdown regulations began on 23 March, Tower Hamlets Homes (THH) were only able to provide an emergency repairs only service; following Government advice to social housing providers to help prevent the spread of Covid-19.

THH had high levels of staff absence, both for our own staff and our main Repairs Contractor (Mears) due to issues such as illness, self-isolation and caring responsibilities for dependents including children unable to attend school.

Repairs to communal areas (non-urgent)

This situation is now easing and Government have issued new guidance, so we have begun to slowly lift restrictions and to take repair requests for non-emergency communal repairs.

How to contact us to request a non-emergency repair

We will further increase the service we are able to provide from Wednesday 3 of June. From that date you will be able to request non-emergency repairs online through myTHH - if you haven't already signed up for an account then see the quick and easy instructions on our website.

We are still not able to offer a full telephone service due to resources and a backlog of repairs to deal with so please continue to only telephone us if it concerns an emergency repair.

Repairs to individual homes (non-urgent)

Over the coming days and weeks we will contact those who asked for a repair just before lockdown regarding internal repairs to your home.

Working safely in your home

Repairs operatives working in your home will be required to operate safely and will be following the guidelines recently issued by Government. You can read these here.

Working safely will include communicating with your household prior to arrival to ensure that you understand the social distancing and hygiene measures that must be followed as the work commences.

Please note, there are still some types of repairs that cannot yet be carried out e.g. where it is not possible to observe social distancing to carry out the work safely because a repair requires two repairs operatives. Our officers will advise you if this is the case.

Due to the social distancing measures described below please note that some repairs will take longer to complete than usual, for example if they involve working in more than one room in a property.

Social distancing guide for repairs carried out in your home

Please read our guidance notes here with information about social distancing if we carry out a repair in your home.

THH will ensure that repairs operatives understand their obligations and are safely equipped with Personal Protective Equipment (PPE) including gloves and respiratory equipment such as face masks where appropriate. Full PPE will not be required in all cases.

Working through the backlog of repairs

Initially there may be delays in responding to your request as an anticipated backlog is worked through and we would ask for your understanding and patience.

Emergency repairs

For all emergencies, please continue to contact us by telephone in the normal way on 020 7364 5015.


Posted on Tuesday 26th May 2020

Tower Hamlets Homes -
26 May 2020