This short video explains how we can make sure that repairs and essential compliance checks can be completed as safely as possible during coronavirus (COVID-19)

Repairing and maintaining your property

The coronavirus outbreak continues to impact on us all, and we wanted to let you know what we're doing to support you, our customers.

Over the next few weeks, we'll be working hard to prioritise emergencies and health and safety repairs; that means putting the needs of our most vulnerable customers first.

Like all businesses, we are having to change the way we work in order to protect the health and wellbeing of our customers and colleagues, which includes cancelling all non-essential repair appointments.

We are now asking that you do not call us unless your repair is an emergency. We need to focus on our most vulnerable customers and prioritise emergency and health and safety repairs, and we need your help and co-operation to achieve this.

Compliance (Health & Safety)

We will continue to carry out all compliance-related safety checks and remedial works including gas servicing and electrical testing in your home. This is to ensure your health and safety and to meet the requirements of our regulator, so please continue to allow us access to your homes.

We have put extra measures and safeguards to make sure you are protected, this includes Personal Protective Equipment for our operatives, which they may wear on their visit to your home.

To help you, we have compiled a list of emergency repairs below and we have created somel 'DIY Repair' videos to help you carry out minor repairs in your own homes.

What to do in a gas emergency

How to switch off the electrics in an emergency

How to turn off your water supply

How to unblock a toilet

What to do if your radiators aren't heating up

What to do if your pipe or sink is blocked

Since the lockdown we have been delivering an emergency and essential repairs only service.  This has now changed and from 1st June 2020, we have started to remobilise our repairs service. This means we will be carrying out non-emergency repairs, so long as we can maintain social distancing and can continue to follow government guidance. 

We are in the process of contacting all customers whose repair was cancelled or postponed when we went into lockdown and arranging a convenient time to complete your repair.  We will only carry out those repairs where we can maintain social distancing and we will be contacting all customers prior to attending to check if you are well enough and happy for us to visit your home.  If you are not happy and your repair is not essential, we will put your repair on hold until you are ready for us to visit you.

Please check out our video to show you what you can expect when we do attend your property.  In line with government guidance and to ensure the safety of our customers and colleagues, we would ask that you watch the video and follow the advice given.

Our operatives will be adhering to the social distancing guidelines and we would ask that customers also adhere to this so we can complete your repair safely. If you do not adhere to social distancing, then we may refuse to complete the job.

Currently, all non-essential repairs have been cancelled/postponed. This will be reviewed frequently.

All external work was put on hold when we went into lockdown at the end of March.  We can now carry out these repairs and from the 1 June, we will be attending to repairs to fencing, roofing etc., so long as we can continue to maintain social distancing. You may see more of our operatives out and about in your neighbourhoods, please do not approach them as they must remain two metres from you and each other at all times.


Yes, in addition to carrying out emergency and essential repairs, we are now carrying out non-essential repairs.  We will continue to follow government guidelines and will be maintaining social distancing (two metres) at all times. 

We will also be wearing PPE if and when required.

Whilst we are now delivering non-emergency repairs, we would ask for your patience and understanding as we work through the backlog of repairs. 

We will get to you as soon as we can and if you haven’t already had a call, someone will be contacting you shortly to discuss your situation and whether or not you are happy for us to visit your home.

We are continuing to operate our emergency repairs service and will attend to any emergency repair within 24 hours.

Please note, emergency repairs are those repairs which if not completed, carry the risk of immediate injury to people or major damage to property. These include:

Gas leak

These should be reported immediately to the National Gas Emergency Service on 0800 111 999.


Total failure of heating system and no alternative source of heat or hot water (ie. no fire in the property or no electric shower).


Total loss of electricity or a dangerous electrical fault with electric sockets or lights.

Live or bare wires or electricity in contact with water.

Breakdown of white goods within our independent\supported living schemes.


Total failure of heating system and no alternative source of heat or hot water (i.e. no fire in the property or no electric shower).

Major incident involving emergency services or safe systems

Structural damage caused by fire, flood or high winds.

Any repair that poses a risk to the customer, the public or to the structure and security of the building.


Total loss of water supply or a major leak.

If you only have one toilet and you cannot use it, and you have tried to unblock it.


External (outside) doors and windows (ground floor) not secure.


Damage to staircases or bannisters that post a risk to you or anyone in your home

As we are now delivering non-essential repairs again, we would ask that you only report emergency repairs if they are listed above.  Please do not ask us to attend within emergency timescales if your repair can wait.  Emergency repairs should not be reported out of hours, unless there is the danger of immediate injury to people or major damage to property.

The government has recently changed guidance and has now stated that we can carry out non-emergency repairs from 1 June. 

The government is clear that we must continue to follow Public Health England guidelines about social distancing and that no work should be carried out in any household which is isolating or where an individual is being shielded, unless it is to remedy a direct risk to the safety of the household, such as emergency repairs. No work should be carried out by a tradesperson who has coronavirus (COVID-19) symptoms, however mild.


All planned work was put on hold at the end of March, but following the change in government guidance, we have now remobilised our planned improvement programme and from the 1st June, we have started work on those improvements where we can maintain social distancing, such as external works (roofing, fencing and door replacements). As restrictions are lifted, we will review our other improvement programmes such as kitchens and bathrooms.  For all improvement work we are planning, we will contact you to discuss whether you are happy for us to carry out the work and to check whether your household is shielding or isolating before we attend.

We are currently in the process of contacting all of our customers who reported a repair prior to lockdown.  We are prioritising all of our repairs and checking with customers to see if it is safe for us to attend.  If you are not happy for us to visit you in your home just yet, please let us know and we will put your repair on hold (unless it is an emergency repair or essential compliance work). As we have a backlog of repairs to work through, we would ask for your patience and understanding at this time, we will get to you just as soon as we can. 
If we have rescheduled your repair, please take a look at our video here so you know what to expect when we visit your home.

We are following Public Health England advice, and the vast majority of Progress Housing Group staff are now working from home. Only our essential workers, such as emergency plumbers, electricians and gas engineers, will be working, carrying out essential checks and emergency repairs to make sure you are safe in your home.

Other front line essential services continue to be delivered, including our Progress Lifeline services, cleaning, and health and safety checks.

Yes, we are following Public Health England guidance and are making sure all our operatives have all the necessary safety equipment they need. This includes gloves and masks to protect you and them. If an operative visits your home to carry out repairs, we are also asking that you leave the room while they do the work, closing all doors. Operatives are also washing their hands before and after every repair. Any staff who are affected by coronavirus (COVID-19) and need to self-isolate will not visit your property. Additionally, we ask that you tell us if anyone in your household is self-isolating.

No, we have a legal obligation to carry out all compliance safety checks in your home. We class these checks as essential repairs, and we are asking that you allow us access to your home to complete these. We may wear gloves and masks for your protection and will be washing our hands before and after we carry out the checks. We ask that you please leave the room the operative is working in and close the doors; this will help reduce any risk.

From the 1 June, we have started carrying out non-essential repairs again.  We are currently working through a backlog of repairs and will be contacting you very shortly if you reported a repair that was then cancelled.  Please bear with us over the coming weeks, we have a lot of work to get through but we will do our very best to be with you shortly.  We are continuing to follow government guidance and we will not be attending to carry out non-essential repairs if anyone if your household is shielding or isolating.


If you have a gas or electrical safety check due, please notify us if you have underlying health issues. We will ensure we only attend if it is safe for us to do so. If you have an emergency repair, please let us know that you are very high risk when you report the repair, so we can take additional precautions to keep you safe.

Please also contact us if you need any support while self-isolating.

Yes, please let us know if you are self-isolating. We may ask for more details from you, such as when you started self-isolating. This is to make sure we take additional precautions for the safety of all our colleagues and customers.



We are carrying out daily checks with all our repairs team, and any of our operatives who may have been in contact with someone with coronavirus (COVID-19) are being asked to self-isolate and not come to work. If anyone shows any symptoms (such as a cough or high temperature), they are being advised to stay at home and not come into work.

This is to ensure we reduce any risks to you, our customers, and our colleagues. All our operatives have been provided with personal protective equipment, including wipes, gloves, coveralls, and masks. Please don’t worry if you see them wearing any of these; they are precautionary measures.

You can help us by following government advice and maintaining social distancing when we attend your property.  We have put together a video which shows you what you can expect if we visit your home to carry out a repair.

Please help us to help you by keeping your distance from our operatives, do not stay in the same room while the operative is carrying out the work and allow the use of your washing facilities to ensure they can follow strict handwashing procedures.

Yes – works are continuing in line with government guidelines, the grounds maintenance service provided in the majority of our operational areas for general needs and independent living properties has been limited but is now fully operational.  . This could be subject to change dependent on any further guidance received from the government.                       

If you have any concerns relating to grounds maintenance, please contact us on 03333 204555 by web chat on our website, or email