Repairs and maintenance

In order to protect our customers, colleagues and contractors during the coronavirus (Covid-19) outbreak, we have made some changes to the way we deliver our repairs service to you.

If you’re uncertain about an upcoming scheduled appointment, or you’re not sure what to do if you’re self-isolating our frequently asked questions should help.



I have a gas or electrical safety inspection booked with you. Will this still go ahead?

Yes. If you have an appointment booked for a boiler service, this will still go ahead.
If you’re self-isolating, or have coronavirus symptoms, please let us know before your appointment. We will either reschedule the appointment or make sure that our engineer who carries out the service wears protective clothing.

Are you carrying out any non-emergency repairs, now the government guidelines have changed?

From 1 July, we’ll be running our full repairs service again – including emergency, external, communal and non-urgent repairs.

You may also notice some changes to the way we carry out repairs in your home.

Following government advice, we’ll maintain the highest standards, including all operatives wearing masks and gloves at all times, keeping the areas we work in clean, and maintaining two metres distance throughout.

We know that you’ll continue to follow these rules with us, so we can continue to keep you and our colleagues safe.

What happens if social distancing is not followed during essential repairs and home visits?

It’s very important for the health and safety of our customers, colleagues and contractors that the social distancing two metre rule is followed.

If the social distancing guidance isn’t followed – by you or anyone else in your home – during an essential visit, our colleagues and contractors will give you a polite reminder and ask you to keep a safe distance.

If this reminder is ignored for a second time, they will advise you that they are stopping work and will leave your property immediately.

I have a home safety gas or electrical inspection booked and I’m self-isolating. What should I do?

If you’re self-isolating, or have coronavirus symptoms, please let us know before your appointment. We will either reschedule the appointment or make sure that our engineer who carries out the service wears protective clothing.

What do I do if I think my smoke or carbon monoxide alarm isn’t working?

We recommend that you test your smoke, heat and carbon monoxide alarms weekly by pressing the “test” button.

If the alarm does not sound, please contact us to let us know so that we can repair or replace it.

Health and safety

I have an appointment booked and I am self-isolating. What should I do?

Please contact us as soon as you can and let us know.
We’ll make a note in our system that you’re self-isolating and either reschedule your appointment or make sure that our engineer who carries out the service wears protective clothing.

Is it safe for your frontline teams to continue to undertake communal estate services?

Our estate services teams and contractors are doing their very best to keep our customers safe and well during this difficult time.

You may from time to time see your caretaker in the communal areas wearing additional personal protective equipment (PPE) such as gloves, masks and disposable aprons. Please do not be alarmed by this. Due to the number of properties we visit these additional measures prevent contamination between buildings, and are an extra measure we’re taking to keep you safe.

If you see one of our team members in your neighbourhood, please remember the social distancing rules and stay two metres (6ft) away from each other. Read the government’s advice on social distancing and our estate services update for more information.

Is it safe to let contractors into my home at this time?

Following government advice, on 18 March we announced that we would be attending emergency repairs only. For your safety and the safety of our colleagues, all our operatives will be wearing protective overalls and taking the necessary precautions.

We ask that where possible, you go into a different room or keep at least 2 metres away from the operative carrying out the repair, as part of the government social distancing rules.

Estate services

What will happen about the cleaning of our communal areas if we go into lockdown?

We’re continuing to provide full communal cleaning services to our blocks. We’ve enhanced this service where needed to ensure that those frequently touched areas such as hand rails, lift buttons and communal door handles are sanitised.

If we go into lockdown, we’ll still have frontline teams who’ll be able to continue to do their jobs. One of these teams are the cleaners who look after communal areas – especially important when maintaining high standards of hygiene are critical.

We may have to change the dates and times our teams carry out their work.

Will communal safety checks continue?

The safety of our customers remains a top priority so we’re making sure that important safety checks within buildings such as emergency lighting and fire alarm tests, continue to be done.

Whilst we undertake these safety checks, we’ll also be inspecting the block for any urgent health and safety repairs that may need completing.

Are you still providing a gardening and maintenance service?

We understand the importance of the gardening and maintenance service we provide – and our offer varies across our communities.  

At the moment, we’re providing an essential gardening and maintenance service only. This means that we’re delivering the basics such as cutting the grass and keeping hedges trimmed but we’ll not be doing any outstanding improvements such as additional planting and laying bark.  

Prior to Coronavirus lockdown, we have managed to get the vast majority of these improvements done – so only a small percentage of customers are affected. We’ll be looking to complete these works when it is safe to do so and a full gardening and maintenance service can resume. 

We’ll be regularly reviewing resource levels to continue this service as fully as we can. 

Why are communal areas such as roof terraces, communal gardens and play grounds closed?

Many of our shared communal areas have been closed until further notice. This is to help keep everyone safe and continuing to respect the government’s two metre social distancing rule.

If you do see groups of people gathered in your neighbourhood and you think they are breaking the social distancing rule, you can contact the police on the non-urgent 101 number. 

What is Catalyst doing about people leaving their unwanted items in communal areas and overloading bin stores?

Fly tipping includes dumped items in communal areas, bin stores or around our communities. It is a criminal offence and you can be fined by your local environmental health service if caught. If you do witness any fly tipping in your local area, please contact your local council

Please contact us if you have any concerns about unwanted items left in communal areas on your block or estate.

What can I do with my unwanted items now all the recycling centres are closed?

Most local recycling centre and charity shops – are currently closed. With many local refuse and recycling collection services also running less frequently getting rid of items can be a challenge.

If you wish to dispose of bulky items, you’ll need to contact your local council to check they are currently delivering their usual bulk item pick up service. 

Repairs and maintenance further information

If you have read all our FAQs and you haven’t found the answer to your question, please contact us or call 0300 500 6262.

For further information on what will be covered under our emergency repairs services please read our repairs and maintenance update.

Last updated: 25 March 2020