COVID – 19

Coronavirus Contingency Plan 

Keeping you safe

In order to keep you and our staff safe we will ask you to notify us of any COVID – 19 symptoms or quarantine restrictions.

  1. NHS guideline symptoms in accordance to the below NHS website https://www.nhs.uk/conditions/coronavirus-covid-19/
  2. Government Guidelines for quarantining https://www.gov.uk/government/publications/covid-19-stay-at-home-guidance/stay-at-home-guidance-for-households-with-possible-coronavirus-covid-19-infection

When carrying the works listed below will ask you to either stay in an alternative room or leave the accommodation. Our staff has the right to leave the works uncompleted if they feel the social distance guidelines are not being met.

If a member of staff is not wearing the appropriate PPE or maintaining social distance guidelines, you must contact the office immediately.

Restricting our service.

House to Home has gone into a restricted service due to the Coronavirus increase of cases.

The office is now closed for any face to face appointments, although the office is still operational we are working in bubbles to try to prevent the office and the maintenance service closing.

Due to this, we are restricting our service to safeguard our occupants and staff, please see below the restricted maintenance service.

Emergency Works

CAT A – 4 Hours

• Gas leak

• Non-contained leak

• Fire safety alarms

• Window restrictors

• Secure premises

• Lost keys/ unable to gain access

• Communal HMO lights

• Pre-turnaround

• HMO turnarounds

• Washing facilities

CAT B – 24 Hours

• Large contained leaks

• Blocked toilets – only 1 toilet

• Replacing door (HMO room doors or main doors)

• Complete loss of power

• Heating (1st November – 1st May)

• Trip hazards

• Hot water

• 1st rodent visit

• Occupancy checks

• Any hazard to occupant/property

In case of a fire please call 999, if you smell gas please turn your gas meter off, open all your windows and call 0800 111999

Fixing the issue with your help

Complete loss of power – video call will be conducted at first to try to help to fix the issue. If we need to attend and it is not working due to no funds on your meter then you will be charged for this call out.

Complete loss of heating – video call will be conducted at first to try to help fix the issue. If we need to attend and it is not working due to no funds on your meter then you will be charged for this call out.

If we cannot help to fix the fault via a video call, we will drop heaters to the property until such time a Gas Engineer can be arranged. 

Unable to gain entry – We will attend if the lock is broken but if you have lost your key there will be a call out fee and the cost of getting a new key cut, payment will be needed in advance. 

Blocked drains – video call will be conducted first to try to help to fix the issue.

Non-Emergency Maintenance Works:

During the restricted service period not all non-emergency maintenance repair works will be placed carried out. Please see below the list of works we will attend for.

CAT C – 3 Days

• Broken furniture & white goods

• Turnaround to be completed

• Small contained leaks

• Fencing/securing gardens

• Roofing (roof tiles)

CAT D – 7 Days

• Light in one room (if just a bulb SU will be charged)

• 2nd toilet blockage

• Mould

• 2nd rodent visit

• HMO inspections

CAT E / Furniture removal – After Restrictions

• Rubbish clearance

• Furniture Removal

• Any other works that deem to be non-urgent

We will still ask you to report any other works as we will make arrangements as soon as possible. To report a maintenance repair, please do so via our website or smart device application.

Website – www.h2hlettings.com

Application – H2Hlettings

We will make contact and make arrangements in due course. 

Move in and Move outs

All empty properties and rooms will be allocated its own individual lock safe outside of the property with its own unique pin code.  

Move In

We will call you and give you the description to the location of the lock box and the unique pin code and the rules will be explained to you.

Move Out  

HMO Rooms – If you are being asked to leave the property, please can you secure the room and leave all bedding and furniture in room along with the keys in the top drawer of the chest of drawers along with your signing sheet and service charge.

Self-contained Property – If you are being asked to leave the property, please can you leave all furnishings, bedding, signing sheet and keys in the kitchen of the property.

If this contingency plan comes into place, the 01322 337070 number will be our emergency contact number. 

For any further update please download our app h2hlettings or visit our website www.h2hlettings.com

We will take this opportunity to ask you for your patience in this difficult times and as keeping you and our staff safe is our highest priority. We thank you in advance and please keep safe.