Coronavirus: updates on repairs

Now that the government is starting to ease lockdown, Futures is adapting to the changes ahead.

We’d like to thank all our customers for your patience and understanding since the virus outbreak began. We know changes to our services caused inconvenience, and some of you have had to wait for repairs to your home for many weeks.

Customers have helped us through this time by supporting our request not to report minor issues so that we can focus on the most serious cases and the people who are most vulnerable. Together we’ve managed to keep on top of emergencies and high priorities through this unprecedented crisis. Many of our customers have money or work worries, and our advice teams are here to help you find ways through these challenges.

We’ve recently seen a big increase in the number of people reporting routine repairs. This may mean that people either think our services are back to normal, or are just understandably frustrated by the delays.

We are continuing to adapt and are steadily increasing the amount of home repair work that we are carrying out but we still need to follow social distancing rules and safety guidelines, including the government’s new Track and Trace process. Protective equipment and materials for repairs are also in short supply and we have a backlog of less urgent repair jobs that customers have told us about during lockdown which need completing.

As a result we won’t be able to offer a ‘normal’ repairs service for some time. We are asking everyone to please be patient and continue only to report serious issues that meet the criteria we have set out before (

If you have already reported a repair, you don’t need to contact us again. We are starting to tackle the backlog and will be in touch with you in the coming weeks to arrange an appointment. Everyone who has already logged a repair will also soon be getting a confirmation text message to let you know we haven’t forgotten about you.

Please remember, that when we do make an appointment, you will need to help us make it a safe home visit. We will assess the risks on a case-by-case basis but we will need you to keep a safe distance from our staff and provide hand washing facilities wherever possible.

We’ve published updates on our website about lettings and moves, and we will continue to update our FAQs with any new information about how coronavirus is affecting our work.

We know this has been a difficult time, and we’re looking forward to getting back out into our communities and continuing to support our customers.

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