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Date created: 6/18/2020

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Updated 1 October

Cleaning has pretty much returned to normal. Our staff are all back

  • We are collecting rubbish Monday to Friday.
  • Weekend rubbish collection for those blocks that have it, has resumed.
  • Rubbish collections continue to take longer than normal.
  • Please ensure any cardboard or packaging is collapsed/folded down as much as possible.
  • Please ensure your rubbish bags are secured/tied up, as normal procedure.
  • If you are able, please take your boxes and packaging down to the bins to dispose of yourself, it would be appreciated. If you are not sure where these are, your local Car Park Concierge will direct you.
  • The City of London Fire Safety Advisor asks that you keep your rubbish within your property, until collection – corridors are still a fire escape route.
  • Our staff will continue to focus on the touch points within the blocks. These include the entryphone, door handles and lift buttons.
  • Lifts are being cleaned.
  • Spot cleaning is being carried out. Vacuuming is being carried out.
  • Litter picking and sweeping has begun again on the podium area. Hand rails are also being focused on
  • The Podium cleaning machines are back in use.
  • The cleaning team are not delivering pink slips to notify you of parcels. Please ensure your local box or lobby has your details so they can contact you if you have perishable goods or you don’t collect your parcel.

 

Updated 1 October

All our car parks boxes and lobbies are back to being manned 24/7 wherever possible. There have been occasional shifts over the last month where a box has had to be closed due to staff sickness.

Please note there may be changes to the above at any point if staff become unwell or we receive alterations to guidance from Public Health England.

  • Food deliveries and perishables. Where possible, continue to have this delivered to your door.
  • Please ensure your local box or lobby has your contact details.

Updated 22 October

What we are doing

  • We have reduced service to reduce contact
  • We are triaging all calls
  • Health and Safety is our number one priority
  • We will attend to Priority 0, 1, 2,3,4 repairs 
  • This is subject to change within accordance with government guidance
  • We cannot guarantee we will be able to attend within the normal SLA target
  • We will endeavour to do our best to continue with supporting our residents the best we can
  • All communal repairs and repairs in unoccupied properties are business as usual.
  • Property Services Officers will carry out meter readings on the second Wednesday of the month. This is only for blocks where meters are not accessible by residents. Keeping in line with Government advice we kindly ask all residents to help reduce the activity and social contact in communal areas by requesting meter readings quarterly.

What we are not doing

  • Non urgent repairs within occupied properties that pose a high risk
  • More than one meter reading per quarter

Before we attend, we need to ask you some extra questions

We will ask you

  • Whether you or a member of your household has come into contact with someone who has been affected with COVID-19.
  • Whether you or other people living in the property have been advised or chosen to self-isolate
  • Whether you or a member of you household is exhibiting symptoms like a fever (exceeding 37.80C), dry cough or difficulty breathing
  • If you answer yes to any of the above questions, we will explain that as a precaution, we will delay the appointment until any isolation period is over.
  • If it is an emergency repair and the tenant has answered yes to any of these questions, the enquiry will be escalated to a manager to decide on next steps on a case by case basis.
  • If we do attend, we will ask again if anyone is in voluntary self-isolation either due to being symptomatic or for self-protection.

When we have to enter your property

  • If our contractors or Property Services Officers have to enter your property, we ask that where possible, you clear a space to whatever it is we need to look at or repair before we arrive.
  • Ideally, if you can vacate the property for the duration of the visit and leave a contact number, we can ring you when the repair is complete.
  • We will let you know how long we anticipate the visit will be.
  • We ask that you leave the room we are working in and do not re-enter until told. For example, sit in your bedroom with the door closed or stand on your balcony. This is to protect you, as well as us.
  • Please ensure you take whatever necessities with you such as medication and your phone.

Please remember this is to protect our staff as well as you, the resident.

Thank you for your support at this time.

Please Note: When you contact the Repairs Service Desk your telephone calls will be recorded.

The City of London Corporation is a data controller, and processes personal data and special category data that you provide to the Repairs Service Desk, in accordance with the General Data Protection Regulation and the Data Protection Act 2018. We will only do this when we have a legal reason to do so. We will keep your personal data such as telephone calls for six weeks.

For full details of how and why we process your personal data and for information about your data protection rights, please refer to the full privacy notice, available at www.cityoflondon.gov.uk/privacy, or contact us to request a hard copy. Please direct all data protection queries to the Information Compliance Team at information.officer@cityoflondon.gov.uk

Repair Category

Priority 0 – Threat to life - Four hour response
Exposed electrical wiring in communal area. Broken glass in communal areas. Clearing blockages causing severe flooding. Repairing leaks causing severe flooding. A dangerous structure which could collapse. No electricity is a tenanted property or communal area. No lights in shared areas. No drinking water (mains). Smells of burning electrics. Security risk to building (where anyone can access the building due to locking mechanisms and unsecure doors)

Category 1 - Urgent Repairs - One day response
Necessitated by an imminent threat to the health, safety and security of residents, visitors or staff. This category includes such items as making safe any exposed electrical wiring or broken glass in communal areas, clearing blockages or repairing leaks that are causing flooding.

Category 2 – Intermediate Repairs - Three day response
Requiring attention to maintain the high standards of security, safety and comfort of residents, visitors and staff but which do not pose an imminent threat to health, safety nor security. This would include such items as repair or replacement of defective security equipment, repairs to entrance doors, etc. so long as these defects do not pose an imminent threat to the health, safety and security of residents, visitors or staff requiring attention to maintain the high standards of security, safety and comfort of residents, visitors and staff but which do not pose an imminent threat to health, safety nor security. This would include such items as repair or replacement of defective security equipment, repairs to entrance doors, etc. so long as these defects do not pose an imminent threat to the health, safety and security of residents, visitors or staff.

Category 3 - Non-urgent Repairs - Five working days response
Items or fittings not requiring an urgent response for health, safety or convenience reasons. Such as additional works following urgent repairs requiring components or materials to be ordered such as general carpentry or metal works.

Category 4 - Low priority - Twenty day Response
All other works such as cosmetic repairs to communal areas necessitated by wear and tear or repairs undertaken under other categories or those required to restore communal facilities to the recognised high amenity standards. These would include decorations necessitated by other repairs and routine maintenance tasks.