- Emergency repairs should be reported using the repair line on 01506 639143
- Payments can be made by dialling 03300080432 or using the AllPay website.
- In addition to the information we have on our Website we are putting up regular Facebook Posts with information we hope will be helpful to you and your community.
- Please join our Facebook Page if you have not already.
Further to the UK and Scottish Government announcements, Weslo will be carrying out a limited repairs service where it is “absolutely necessary”.
If you are a Weslo Customer and require an emergency repair to your property, please telephone our Repairs Department on 01506 639143.
Alternatively, you can e-mail us at: email@example.com
For all other enquiries please call 01506 634060 or visit the respective website page.
Please visit our News pages for updates on how the Government is supporting people through the Coronavirus Pandemic.
We have created a list of Frequently Asked Questions that may help you during this period – please click on the question you have.
Frequently Asked Questions – Repairs
Q – What repair work is getting carried out?
We will carry out the following emergency and essential works
- Gas Servicing
- Gas leak
- Significant leaking or flooding from a water or heating pipe, tank or cistern
- Ensuring houses are wind and watertight (temporary repairs to make safe only)
- Unsafe power or lighting sockets or electrical fittings
- A blocked flue to an open fire or boiler
- Loss of space or water heating if no alternative heating is available; (no heat or hot water)
- Toilets which do not flush (if there is no other toilet in the house)
- Blocked foul drains, soil stacks, baths, sinks, basins or toilet pans (if there is no other toilet in the house)
- Loss or part loss of water supply
Q – What repair work is not getting done?
- All other works except emergencies and essential works listed, will cease meantime. The position will be reviewed on an ongoing basis.
- Where required, we are contacting customers to make them aware of cancellations.
- If the repair is of a non-emergency nature, Weslo will take a record of the repair and contact customers later.
Q – Can I get Technical Support over the phone?
If you have a technical issue our colleagues may be available to call you back to help and, in some cases, identify a solution over the telephone.
Please call our Repairs Department on 01506 639143 or 01506 639144 for a gas related repair.
Alternatively, you can e-mail us at: firstname.lastname@example.org
Q – What if I have a Gas Leak?
Phone the National Gas Emergencies number on 0800 111 999.
Only use a mobile phone from outside the property. The number is free and available 24 hours a day.
Q – What about the risk of catching the virus, or if I am symptomatic?
- You must follow sensible precautions to keep yourself safe when operatives, contractors or others are visiting your property, as outlined in public health guidance found here www.gov.uk/coronavirus
- Where an issue is critical to your health and safety (see above), we strongly advise you take additional measures such as remaining in separate rooms during any visits and following Government advice on hygiene and cleanliness before, during and after visits.
- You do not need to have direct contact with anyone visiting your property to carry out repairs.
Q – What Risk Assessment have you put in place?
Our employees will adhere to the Governments guidance and will adhere to strict Health and Safety guidance
- Social Distancing and Hygiene measures must be adhered to at all time
- People to be a minimum distance of 2 meters apart
- A maximum of one person in the room at any time
- Politely ask customers if they are showing symptoms of the virus before arranging the repair
- Politely ask customers to vacate the room you / trades will be working in prior to you arriving
- Politely ask customers to clear areas you / trades need to access in advance of you arriving
Please be advised this is a fluid situation and work may be disrupted due to the availability of resources
Q – What are the Covid 19 Key considerations and checks for me?
- When discussing an appointment with you, we will ask if you or any occupants are self-isolating, displaying any symptoms of COVID-19, and/or have received a positive diagnosis.
- Where householders are not self-isolating, displaying any symptoms, and have not been diagnosed, there is no reason not to undertake the work, while exercising general best practice in line with the latest government guidance for the public:
- If householders are self-isolating, we must consider the nature of the work, and the vulnerability of the householders.
- Government guidance is continually evolving but be especially vigilant of those who are most at risk, such as the over-70s, and those who have underlying health issues.
- As well as protecting ourselves, and householders, we must also consider the welfare of any colleagues, especially if they fall into one of the vulnerable categories.
Q – What if my boiler breaks, or something else happens which is an urgent risk to my health?
Landlords’ repair obligations have not changed.
- Where reasonable, safe for you and in line with other Government guidance, we recommend that you allow local authorities, landlords or contractors access to your property in order to inspect or remedy urgent health and safety issues.
- Urgent health and safety issues are those which will affect customers’ ability to live safely and maintain your mental and physical health in your home.
This could include (but is not limited to): −
- If there is a problem with the fabric of your building, for example the roof is leaking
- If your boiler is broken, leaving you without heating or hot water
- If there is a plumbing issue, meaning you don’t have washing or toilet facilities
- If your white goods such as fridge or washing machine have broken, meaning you are unable to wash clothes or store food safely (WPM properties only)
- If there is a security-critical problem, such as a broken window or external door
- If equipment a disabled person relies on requires installation or repair
Q – What happens if I do have an emergency and the operative needs access to my property?
These are the practical steps we take when working in properties
- On the day of the work, we will call ahead to ask if there are any occupants with signs of the virus, have been diagnosed, or are self-isolating, and to check that you are comfortable with the visit to take place.
- We will explain what we will be doing, and why, and that we will need to maintain a safe distance (2m or 6 steps away is current government advice), including when we’re waiting for the customer to open the door.
- Do not shake hands.
- Ask you to stay in another room, away from the work area(s) while the work proceeds. With permission ventilate the work area where appropriate, eg, by opening a window.
- We will assess the risk to help select the correct P.P.E., frequent hand washing or the use of hand sanitising gel.
- Operatives will wash their hands thoroughly for at least 20 seconds at the start of the job and afterwards (also during the work). It is recommended they carry a own paper-towel with their equipment. Dispose of their paper-towel at end of each job, day or shift.
- We will use hand sanitiser if soap and water are not available.
- We will avoid touching your eyes, nose, and mouth.
- We will – Cover their mouth and nose with a tissue or sleeve (not hands) when they cough or sneeze
- Put used tissues in the bin immediately and wash their hands.
- We will wear suitable work gloves
- If operatives feel unsafe or at risk at any point, undertake a personal risk assessment and leave the premises if necessary and inform their line manager. We can re-plan for a future date if appropriate, after ensuring that everything has been made safe.
- Customer/operative signature – To be avoided, do not share pens, tablets or mobile phones this may pose a risk of contamination/infection. We will not let the customers sign on any documents or your PDA, operatives will simply mark their section with their name and COVID 19 RISK this will suffice during this period.
Q – What happens when the job is finished
Our operatives will adhere to the following
- Wipe down any operational rubber gloves, tools and instruments used within the premises.
- Remove and place into a plastic bag any wipes, disposable gloves and overalls used, while trying not to cross-contaminate on to existing clothes or people.
- Ensure they clean/wash your hands, and where possible/appropriate any reusable PPE (such as safety glasses), using soap and water, or use suitable hand sanitiser on hands before moving to your next job
- At the end of each day, dispose of any bagged waste in line with any existing business process and/or government guidance.
- Not touch your face, eyes, nose or mouth if your hands are not clean.
- Wash your hands as soon as they get home
Q -What does this mean for non-urgent repairs in my home?
- Landlords’ repair obligations have not changed. Tenants have a right to a decent, warm and safe place to live – and it is in the best interests of both tenants and landlords to ensure that properties are kept in good repair and free from hazards.
- Good management requires regular review and maintenance of a property, but we understand that planned inspections may be more difficult at this time. However, that is no reason to allow dangerous conditions to persist.
- In these unprecedented times we encourage tenants and landlords to take a pragmatic, common-sense approach to non-urgent issues which are affected by COVID-19 related restrictions.
Covid 19 – Official Regulatory Websites – Handy quick links for customers
The Scottish Government
Guidance For Tenants and landlords