Repairs and maintenance
Asking for a repair
Due to the ongoing coronavirus precautions and the additional pressure this has placed on Council resources, we regret to announce that we will only be able to accept urgent repair jobs for the foreseeable future.
To report an urgent or emergency repair you can contact the customer service contact centre on 020 8547 5003.
When you ask for a repair, we will:
Ask you for a telephone number, preferably a mobile number.
Give you a job reference number.
Ask for your email address.
Please note, appointments are not available at this time and for the foreseeable future as we are only able to attend emergency and urgent repairs
Urgent and emergency repairs are for any issues that have caused total loss of heating or hot water, imminent danger to life or similarly urgent problems.
If you have a non-urgent repair request, please do not report this until the Council has announced that services have returned to normal. If you must report a non-urgent repair, via phone or online, this will be recorded but will not be investigated or booked until the public health situation improves.
When you contact us to report any repair you will be asked:
Are you or anyone else, currently living in your property, suffering from ‘Cold/Flu’ like symptoms?
Are you or anyone else, currently living in your property, ‘Self Isolating’?
Are you or anyone else, currently living in your property, suffering from/been diagnosed with ‘coronavirus’?
What will happen when Axis staff attend?
When the Axis operatives attend, they will again ask the above questions. If anyone in the household has coronavirus symptoms, they will not enter. If it is safe, they will ask you and any other member(s) of the household to go to a different room to where the emergency repair is to be carried out. They will enter wearing personal protective equipment.
Axis will carry out a Risk Assessment which will take into consideration the nature of the repair and the impact, then decide if they can safely enter and carry out a safe repair. This will be assessed on a job by job basis in conjunction with their management team who are responsible for the health and safety of their operatives. In such circumstances where a heating system has stopped working, they will not enter but will leave two (2) fan heaters to ensure that you have heat.
Please see our main housing repairs page for more information about the current repairs service.
Essential gas and electrical compliance works
Coronavirus (COVID-19): Gas safety advice for Residents
Landlords have a legal duty to repair and maintain gas pipework, flues and appliances in a safe condition and to keep a record of each safety check. This requires access into our property for Axis engineers to perform their test. More information for Local Authorities has been provided by Gas Safe and can be found on their website
A gas safety check will make sure gas fittings and appliances are safe to use. These checks include;
Checking the flue or chimney to make sure the products of combustion (fumes) are being safely removed to the outside.
Checking there is an adequate supply of fresh air so the gas burns properly.
Checking the appliance is burning the gas properly.
Checking all safety devices are working properly and shutting the appliance off if a fault occurs.
Access to the Gas Meter and Gas Boiler
If a Gas Safe registered engineer visits you to check your appliances, it is in the interests of your safety to let them into the property. Always ask to see their Gas Safe Register ID card before letting them in.
You will receive Axis initial letter informing you that your gas safe check is due and giving you an inspection date. However, if the date scheduled is not convenient then please contact them urgently on 020 3597 2029 or via email to [email protected] to arrange an alternative appointment date.
Axis will take the following precautions to limit Exposure of coronavirus (COVID-19) during their inspections
When operative attends property they should proceed with the following measure:
Clean hands thoroughly.
Wear disposable nitrile gloves.
Before entering the property ask the resident ‘Are you or anyone else in the property self-isolating?
If the answer is ‘Yes’ then the visit is postponed until after the resident is cleared, which should be 14 days from inspection date, and notify RBK the reason for postponement.
If the answer is ‘No’ then visit can proceed taking the precautions as outlined here, steps 1 – 9.
Before entering property they will explain to the resident that due to coronavirus (COVID-19) and to protect each other, they will work at least 6 feet from the resident and that it would be better if the resident moves to a separate room.
During the visit, operatives should try not to touch any surfaces not needed for the work.
Once work is completed, operative signs PDA on behalf of the resident (if applicable).
Operative goes to the vehicle, disposes of gloves and washes hands.
As you can see, we still have a duty to carry out our service and we would appreciate your cooperation in this process. A landlord has to show that they took all reasonable steps to comply with the law and the HSE strongly advises that a record be kept of all correspondence with the tenants.
Due to the ongoing coronavirus precautions and the additional pressure this has placed on Council resources, the regular Estate Services caretaking schedule has temporarily been suspended to enable us to focus on cleaning priorities across all housing schemes and estates.
Please note, all urgent health and safety works, rubbish removal, and basic cleaning tasks will continue.
For any urgent estate service issues please call 020 8547 5003 or email your local Resident Services Officer .
We ask that all communal areas, landings and foyers in blocks of flats are kept free at all times of buggies, personal possessions and discarded items to avoid creating a trip hazard or fire risk.
Recycling and waste collections are still taking place but with a reduced workforce. Collections of general waste and food waste are being prioritised.
Please ensure that all recyclable household rubbish is properly disposed of in the communal recycling bins available.
All items should be folded and flat packed first before disposal by you in order to maximise the space available in these communal bins.
Please check the waste pages for recycling and rubbish service updates