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Coronavirus FAQs

We know that we're going through a really difficult time, and there's lots of uncertainty at the moment. We wanted to create a list of questions and answers that might be useful for you about our different services.

We are closely following the advice from the government and any changes we make to our service are a result of government advice. We would of course recommend that you also keep checking on the latest advice which can be found on the government website and also on the NHS website.

Thank you for your patience and understanding.

We have grouped the FAQs by category, click the links below to go to each category.

Repairs 

  • I’m booked in to have a new bathroom or kitchen fitted in the next few weeks. Will you still be doing this?

    Any work we have already started, we will continue with. Any work booked in going forward we will be reviewing case by case and will be in touch with all our tenants booked in to have work like this carried out.

  • Are you still doing non-essential repairs?

    We are now taking requests for all non-essential repairs.

    Our My Home app will have slots available for non-essential repairs so you can log in and book yourself, instantly. This will save time and allow you to get the best slot for you. To register for My Home go to myhome.ongo.co.uk/registration.

    If you are unable to use the app you can still call us, but please be aware we will be operating a call back system, and will aim to get back in contact with you the following day.

    Here is a list of the repairs we are categorising as an essential repair:

    • No Heat or Hot water
    • Uncontrollable leak to inside of property with potential to cause damage to the property
    • Blocked toilet (where no other toilet in the property)
    • Instances where the problem affects the security or safety of your home, such has faulty door locks meaning the you can’t secure it – doors or windows
    • Broken glass
  • I’ve got a non-essential repair but I’m self-isolating due to showing Coronavirus symptoms – will you still do my repair?

    No. We will ask you to call back once your self-isolation period is over to rebook your appointment if you show no symptoms at the end of this period.

  • Is it safe for your repairs staff to come in my home still?

    We’re closely following government advice, but at the moment we are now carrying out essential repairs only. This is following recent government advice.

    We are making sure our staff have the relevant cleaning and safety supplies to be able to do their job and keep you and themselves safe.

  • When will you catch up with the backlog of repairs?

    We will have the backlog of repair completed by the 31st July.

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