Please wear a mask when we visit your home

Your home

We’re working hard to deliver our services with as little disruption as possible, including repairs and mutual exchanges (home swaps). Please help us continue to do this by wearing a mask whenever we visit your home.

Wear your mask at home

To keep you and our staff safe, we’re making sure we monitor and follow the latest government guidance about Covid-19. Here you’ll find useful reminders about what you need to do before, during and after our visit to your home. The big change? We need you to wear a mask.

Before we visit your home

Any repairs carried out around your home are subject to a ‘risk assessment’, where we identify who could be at risk in the area of the work and how we can remove any unnecessary risks and hazards.

Our contractors are not allowed to work if they show any coronavirus (Covid-19) symptoms and are sent home if they start to show symptoms while at work. If you are self-isolating, shielding, or have tested positive for coronavirus with a repair scheduled, you should:

We’ve also made some important changes to the way we carry out mutual exchanges (home swaps) to keep you and our staff safe. It’s essential that you follow these guidelines so your mutual exchange can go head.

When we visit your home

When we carry out repairs, mutual exchange inspections and other services in your home, our staff will always stay 2 metres away from you. To help us keep everyone safe:

  • Please always wear a mask when our staff are visiting your home
    This is a new approach that we need your help with, especially considering the newer, more contagious strains of Covid-19. Our staff will not enter your home unless you are wearing a mask. If you are exempt from wearing a mask you will need to ventilate your home for a minimum of 2 hours before the visit and our contractors will ask to see evidence of your exemption.
  • Please do not approach our contractors while they are working
    Aside from the importance of following social distancing guidelines, our staff need space to concentrate and use tools and equipment safely.
  • If you approach our contractors, they may ask you to keep your distance
    Please understand that they do not mean to be rude. We only want to keep everyone safe.
  • If you don’t keep your distance and wear a mask, our staff will leave your home
    Again, this is only to keep you, your household and our staff safe.

If you do not follow these social distancing and personal protective equipment (PPE) guidelines, important repairs and other services around your home may be delayed, even if you aren’t showing any coronavirus symptoms.

After we visit your home

After our staff and contractors have left your home, we recommend you ventilate your home by opening all windows, wipe down surfaces they may have touched with disinfectant, and dispose of or wash the mask you wore during their visit. Our staff have also been instructed to be extra careful when cleaning their work areas after they’ve finished the job.

Personal Protective Equipment (PPE)

If our contractors work inside your property, they will always wear a face mask or shield. They may or may not wear gloves depending on the type of job they are doing.

Please make sure you and anyone else in your home wear a mask at all times while our staff or contractors are visiting your home. If you are exempt from wearing a mask, our staff may ask you to move to another room to allow for social distancing.

If working outside, including in your garden, our contractors may not wear masks as it is easier for them to maintain social distance (2 metres) from others. Please stay indoors when work is taking place in your garden.

Comments? Queries? Concerns?

If you’re concerned a contractor isn’t following social distancing guidelines or wearing appropriate PPE while they carry out repairs, you can let us know.

If you have a home visit scheduled and you’re self-isolating, shielding, or have tested positive for coronavirus you should also let us know.

How to contact us

Coronavirus and our services. Everything you need to know.