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Find out how we are supporting customers through the pandemic

Q: Will my appointment be cancelled due to restrictions?

A: If you have an appointment scheduled recently then it will go ahead, however we will carry out site questions before entering the property to ensure we can continue. This will then allow us to adjust our PPE or rebook if not emergency works.

Q: What if I think I might have Covid-19 but need a repair?

A: If you are currently self-isolating or showing signs of Covid-19 we will only carry out a repair in the case if it is not fixed, it will pose a direct threat to the safety of your household. For a guide of what type of repairs we can we can help with in these circumstances, please read the ‘What is classified as an emergency? ’ FAQ. We will also take into consideration other factors when determining if a repair is essential, for example if a resident is elderly or vulnerable, this could change the urgency of the repairs so if you are unsure please call us and we’ll do everything we can to help.

Q: I have booked a repair but what happens if I’m self-isolating?

A: We will only carry out the below works if you are self-isolating:

 

– No heating
– No hot water
– No electricity
– Blocked drains / sewage overflowing
– No working toilet
– No bath or shower facilities
– No access to fresh water
– Fridge or freezer breakdown – only if we maintain
– Cooker or hob breakdown – only if we maintain
– Washing machine breakdown – only if we maintain
– Landlord Safety Check (CP12) checks/open flue servicing – Gas servicing

 

We will also take into consideration other factors such as if you are elderly and have a broken light fitting which is not an essential repair as such but may pose a greater risk to the safety of an elderly person. If you are at all unsure, please give us a ring and we’ll be happy to help.

Q: Will you still carry out gas repairs if I am currently isolating?

A: In all cases where a resident or a member of the family is self-isolating or shielding, we will only carry out a repair if it is essential or in the case if it is not fixed, it will pose a direct threat to the safety of your household. Where a gas service is concerned, we will rearrange the appointment once the isolation period has ended or the resident can confirm that a Covid-19 test has been done and the results were negative for the virus.

Q: I think I may have Covid-19, should I still go ahead with my gas safety appointment?

A: If your circumstances change for any reason, you must get in touch with your housing provider and make them aware so that the necessary arrangements can be made. This may mean that we need to rearrange your appointment until you have been tested or if it is an emergency gas repair then we will need to ensure our gas engineers are aware so they can wear the appropriate PPE.

Q: I am currently isolating, should I cancel my gas safety check?

A: If you suspect you may have Covid-19 or someone in your household is currently shielding, please call your housing provider or use the contact information on your gas safety appointment letter to inform them and make alternative arrangements.

Q: I have received a letter to start my planned improvement works but am currently isolating, what do I need to do?

A: It is important that we are aware if you are currently isolating or suspect you may have Covid-19 so we can keep you and our operatives safe. Please use the contact information on the letter to get in touch with us and we will work with you to make alternative arrangements.

Q: I am clinically vulnerable; will I be safe?

A: We will only carry out works for you if it is an emergency or your gas service is due. MSPS employees will ensure the correct PPE is used, this includes gloves, safety eyewear, over boots, paper suits and respiratory equipment. Also, we require a minimum of 2m distancing at all times and where ever possible they are located in a different room whilst works are in progress. This is to include other members or the household, including pets.

Q: What happens if I’m clinically extremely vulnerable?

A: Please read the Government Guidance on shielding and protecting people who are clinically extremely vulnerable from Covid-19.

Q: How are you making sure your employees are protected and don't spread the virus to customers?

A: All our employees that can work from home are doing so and we have ensured our systems are robust to support remote working. For our operatives that continue to work on our frontline, we have ensured sufficient supply of Personal Protective Equipment and all our workers follow an enhanced safe system of work.

 

We’re also contacting customers before appointments to ask if anyone in their household has symptoms of Covid-19 or has been exposed to the virus and is self-isolating. That way, our operatives can ensure they can adequately protect themselves and our customers.

Q: Will the operative request to wash their hands in my property?

A: The operative will arrive at your property in full PPE but may ask to use your facilities to wash their hands before and after their work.

Q: My bathroom upgrade was cancelled during lockdown, when will you be able to start the work?

A: We are sorry that we had to cancel your improvement works. This was so we could keep you and our operatives safe. We are now starting to phase in our planned improvement programmes and we will notify you via a letter or phone call from one of our retrospectives when we are ready to start your planned improvement works. Please bear with us while we work through the outstanding works through this Covid period, but we will be in touch as soon as we can.

More about how we work

Covid-19 Risk Assessment and Company Standards

Here you can find our Covid-19 Risk Assessment and Company Standards.

Covid-19 Statement

Read our Covid-19 Statement here.