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Repairs update Tuesday 24th March


The changes in people movement and a move to a Lockdown environment  will impact on the repairs residents will be able to receive.

With this in mind it is our decision to do what is right for our residents and contractors safety and wellbeing. This will mean we will focus on emergency repairs only. This will limit the contact between people but also mean we are there to help in a serious situation. Travel for operatives can then be limited and we can help them have a safer working environment. During this time, unfortunately, there may be some difficult questions asked from our teams on the phone and from operatives that are attending about any current health issues of those people within the property.

As always, we want to assure you that your safety is, and always will be, our number one priority. We continue to keep in line with advice from government and Public Health England. And, as their latest guidance impacts on our services even further this means the following level of service from Co-op Homes is now in place:

  • Repairs contractors will be attending emergency repairs only. This includes:
    • Complete loss of water or burst pipes
    • Complete loss of electricity (not related to no credit)
    • Unsafe electrical outlets, e.g. sockets
    • Breaches of security to outside doors or windows
    • Complete loss of gas supply or gas leak (if you suspect a gas leak, turn off the gas at the meter immediately and call NATIONAL GRID on 0800 111999
    • Blocked main drains, blocked soil pipe or blocked (sole) WC
    • Loss of heating or loss of hot water for elderly/vulnerable tenants between 31st Oct – 1st May
    • Offensive or racist graffiti
    • Major structural defect
  • If you’re a tenant and have already logged a repair on Fixflo and your repair is not classified as an emergency, you’ll receive a call to let you know that your appointment has been cancelled. We apologise for any inconvenience caused by this and we hope that you understand why. As soon as our normal service resumes, we will let you know and ask you to schedule a new appointment.
  • Where your repair does qualify as an emergency, we will aim to attend your property within 24 hours to either make the situation safe or undertake the repairs required. In some circumstances we may call you beforehand to find out if the repair is still essential and thereby following the government guidance. Our priority will remain to ensure you and your homes are safe.

Our phone lines are still open and you can you contact us by phone (0203 166 2608) or email (customer.services@coophomes.coop)

We appreciate the community support that you’ve already shown one another and your understanding of the situation and would further ask for you to help us keep you safe by:

Not leaving rubbish out or anything else that could pose a fire risk in communal areas.

If you have any concerns about paying your rent please try not to worry but let us know as soon as possible if you’re going to have difficulty paying because of reduced income. Call us or email customer.services@coophomes.coop.

Thank you for your support.

Neil Tryner

Managing Director