Repairs Service Update – Monday 19 July 2021

19th July 2021

Since March 2020, when the first lockdown came into effect, we have tried to keep our repairs services running as normally as possible.  Although there have been delays and issues caused by Covid restrictions, illness, track and trace requirements and building materials sometimes being in short supply, we have ordered around the same number of repairs as we usually would – until recently.

Since April 2021, repair requests from tenants have increased dramatically – most noticeably for non-urgent repair works.  Tenants have ordered more than 600 jobs over the usual numbers – around 50% more than usual.  This has created a number of issues:

  • Phone lines have been incredibly busy with people having to wait for calls to be answered
  • Contractors are struggling to complete works in the usual timeframes
  • The repairs budget is significantly overspent

To try and get things back on track for everyone we are going to stop booking repairs that are not an emergency or very urgent, until 30 September 2021.

We realise that this will be disappointing for some, but hope that everyone will understand that we’re trying to do our best to provide a reasonable service for all of our tenants.

This short-term measure will help us catch up on the backlog of outstanding repairs. It’s hoped that we will be able to recommence our normal repairs service from the beginning of October 2021.

To help us in this effort, we ask that you don’t report non-urgent repairs until after 30 September 2021.  If you feel your repair is an emergency or urgent, please do speak with our staff and they will be able to provide advice and guidance. We thank you for your understanding and co-operation in this matter.

Contact Us:Housing: 01768 861 400 Repairs: 0800 3581 401 or 01768 861434
All calls are recorded for training and resolution purposes

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    Eden Housing Association
    Blain House, Bridge Lane, Penrith, Cumbria, CA11 8QU
    Telephone: 01768 861 400 Email:
    All calls are recorded for training and resolution purposes

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