Impact Housing

Improvement Through Action

Call us on: 03448 736 290
24 hour local rate number

Repairs, Services & Stock Investment Programme

Stock Investment Programme 

Covid-19 Update - 6th July 2020 

We recognise you are keen to know how and when the Investment Programme will resume. We have been listening to your feedback and working hard to ensure that when restarting our programmes that it is in a safe manner as the health and safety of you and your household, our staff and contractors is paramount.

The Stock Investment team is undertaking a phased approach to restarting the planned programme and are following our Steps to Recovery Plan which sets out the services that can be restarted in alignment with the Government’s COVID Alert Level system. We are following Public Health England (PHE) guidelines with regards to social distancing and Personal Protective Equipment (PPE).

Before any works restart we will contact you directly to discuss the works and we will ask you some Covid-19 related health questions to assist us in safety planning the works.

Following tenant consultation we have restarted our external programmes, such as Cyclical Painting (external painting only), roofing and works to external walls such as rendering. These works have been back on site for 2 weeks now. We are in the process of planning some internal work to properties that can be completed in a single day such as boiler replacements and we will keep you updated as to when these works will begin.

In the meantime if you have any questions you can contact the Stock Investment team in the usual way as follows;

Stock Investment Tel: 01228 633 678


Or telephone our Customer Service Team on 03448 736 290

Update to change of services from 1st June 2020 

Grounds Maintenance

We are pleased to be able to re-start our grounds maintenance service. Some of you may have already seen your grass being cut, and others will start to see if very soon, but please be patient as our aim is to “catch up” as quickly as possible with our annual programme.

Our service might be slightly slower due to social distancing and working individually in some cases. We are following Public Health England (PHE) guidelines with regards to social distancing and Personal Protective Equipment (PPE).  Please ensure you have regard to social distancing measures should you see the grounds maintenance team on site.

Empty Property Works

You may have noticed we temporarily halted work on empty properties, which was in line with the Government instructions at the time.

However we are now pleased to be able to re start this work, but with certain safety procedures in place. This may mean the process will take longer than usual as we have to leave a property for 72 hours before any repair work can commence.

Routine Repairs

Over the next few weeks and months we will begin to gradually resume some of our routine repairs service. We will do this in phases, based on careful risk assessments with our contractors to ensure our customers and contractors remain safe at all times.

We will start with existing repairs that were placed on hold at the start of lockdown that CAN be completed safely and our contractors have materials available to complete the works required.

We will begin to contact customers with existing repairs that fall into this first phase. If you do not want the repair completed at this time, we will update our system to reflect this and we will contact you again to complete the repair at a future date.

We will contact customers individually to update them on the status of their repair and to provide details of when it will be safe to complete it. This means that not all of our customers whose repairs were placed on hold will be completed in this first phase.  We understand that this may be frustrating but we ask that you bear with us so that we can work through this phased approach to a full repairs service as quickly and safely as possible. 

When completing the repair we may:

  • Ask some further questions at the front door before entering the property
  • Distance ourselves by at least two meters from anyone in your property and ask you to move into a different room where possible
  • Avoid touching surfaces if possible
  • Ask you to disinfect door handles and the work area prior to the contractor attending
  • Wear protective gloves and other additional Personal Protective Equipment where necessary


Please ensure you inform us if you or anyone in your household is shielding or showing symptoms of Covid-19.

It is advisable that you follow sensible precautions to keep yourself safe when our staff or contractors are visiting your property, as outlined in Public Health England (PHE) guidance which can be found here and you can be assured that we are taking the necessary precautions.

You can continue to report repairs in the usual way as follows:

  • The customer app – which can be downloaded from the App Store (Apple) and the Play Store (Android)
  • Email our Customer Services Team on –
  • Telephone our Customer Service Team on 03448 736290


Please note that we may not be able to give you a date or time as to when the repair will be completed for the first few weeks as we work through this phased approach to the re-establishment of the repairs service. 

Please watch this short video on what to expect when we visit your property to carry out a repair click the link here:

Gas Safety Checks

Please take a look at this short video as to what you can expect when our contractors visit your home to carry out gas safety checks  

Halting Stock Investment

From 24.3.20 in line with Government guidelines the Stock Investment Programme has been suspended until further notice. This includes external programmes for example painting, roofing etc. as well as internal programmes for example kitchens, bathrooms etc. We worked to  complete works to a level whereby working facilities are available or the exterior is weather tight.  We will keep you updated as to when the Investment Programme will be restarted.

The team will continue to work remotely and if you have any queries for the Investment Team please contact us on 01228 633 678.