Coronavirus (COVID-19) customer advice

Emergency repairs 

Our emergency repairs service is operating as usual. If you need to report an emergency repair, call 0800 048 8955.

An emergency repair is a problem that represents an immediate risk to safety, security or health, such as:

• No heating or hot water
• Major damage to the structure of your home
• An uncontrollable water leak
• A dangerous electrical fault
• A gas leak – If you smell gas or fumes, you must immediately call the National Gas Emergency Service on 0800 111 999 and ensure you are safe before reporting it to us.
• Unsecure front door or window causing a security issue

Non-urgent repairs  

You can report non-emergency repairs 24/7 online on our Homes Plus website. To allow us to dedicate our resources where they are most needed, please do not call to ask for updates about non-emergency repairs as we will contact you as soon as we have more information.

The safety and wellbeing of our customers and colleagues continues to be our number one priority.

In accordance with Health and Safety Executive rules, along with emergency repairs, we must carry out vital safety checks at your home when they become due.

All operatives are continuing to work to help keep you and your family safe.

Our offices are now open for essential visits by appointment only. To contact our customer services team, please call 0800 048 8955.

Did you know, non-urgent, routine repairs can be reported online 24/7?

Report non-urgent repair to Homes Plus

For all other enquiries please email [email protected] or private message our Care Plus Facebook page.

• Symptoms of coronavirus and how to avoid it on the NHS website
• Use the 111 online coronavirus service if you feel you need medical help
• Guidance on how the UK is affected by coronavirus GOV.UK is updated daily and is the best source of reliable information
• Age UK
• Department of Health and Social Care

If you request a service requiring a visit from our staff, we will ask you some brief questions about your health.

• Do you or anyone in your household currently have OR have signs and symptoms of COVID-19?
• Are you or anyone in your household currently awaiting test results for COVID-19?

Please don’t be offended by these questions, which we will be asking ALL customers before we visit their home. We know that you will understand that we need to work together to reduce the spread of infection.

When we visit your home, we will talk to you about the steps that we take to keep our customers and colleagues safe.

We are working to protect our customers and staff and to maintain essential services.

We continue to monitor the regular updates on COVID-19 from the government and the NHS as well as the advice from Public Health England.

We will continue to regularly update this page with any significant changes in services or policies, so please check back to keep up-to-date.