Coronavirus update and FAQs
- How we’re supporting our customers and employees
Prior to the stricter control measures now in place we had been taking our client’s lead to reduce non-essential repairs and services. Currently and in response to the ‘stay-at-home instruction, we are only attending emergency repairs, FRA safety work and statutory inspections*. Our team is working hard to prioritise emergencies and put the needs of our most vulnerable customers first.
*Where the repair/work presents a risk to people’s safety and where full PPE is available and the 2m social distancing and risk assessment advice can be followed.
- Contacting us during the outbreak
Please only call Axis or your landlord if you are facing an essential or emergency situation inside your home. This can be reported in the normal way.
- I have an appointment booked – will it still go ahead?
In line with current strict Government control measures, we’re taking steps to minimise non-essential contact – to protect residents and our people.
That means almost all routine appointments will be postponed in order to limit the potential risk or infection or spread of Coronavirus. We will continue to deal with essential and emergencies on a priority basis, looking after the needs of our most vulnerable customers first.
So that everyone knows where they stand, Axis or your landlord will confirm all cancellations either by text, telephone or email.
- What if I have an emergency?
Our operatives can still help you if you have an emergency. But please let us know if you or anyone in the property are self-isolating or confirmed as having Covid-19 – so we can take proper safety precautions to protect both you and our engineers. Our ability to attend emergency repairs also depends on the availability of personal protective equipment.
- What if I think I might have Covid-19 but have an emergency repair?
We’re working really hard to help vulnerable customers and those with emergencies – whatever their health situation – but our operatives must be able to follow strict risk assessment advice that includes asking the resident to move into another room, not being within two metres of anyone and having the prescribed personal protective equipment.
- My appointment has been cancelled. When can I rebook?
We really can’t say for sure right now, we are following the UK Government and World Health Organisation instructions and control measures are likely to get stricter before they are relaxed. We continue to monitor the Coronavirus situation changes on a daily basis and will update the answer to this question when we know more – so keep checking these FAQs. Believe us, we want to get back to business as normal as much as you do.
- I have an appointment booked – can I cancel it?
By now you will likely have heard from your landlord or Axis team cancelling all non-urgent appointments, so that we can focus on essential and emergencies and helping our most vulnerable customers. If you are concerned about an appointment and operative attending at your property please contact your landlord.
- How is Axis keeping customers safe during operative visits?
Before we visit your property we’ll ask you if:
You or anyone in your home has been diagnosed with Covid-19
You or anyone in your home has been advised to self-isolate
Anyone in your home is at higher risk – i.e. over 70, diabetic etc
If you answer ‘yes’ to any of these questions, we’ll work with you and your landlord to assess the need for an operative visit before deciding what to do next.
Our operative will also check the above before entering your property, in case anything has changed since you booked.
When an engineer does visit a customer’s home, they’ll take additional precautions – including hand-washing – before, during and after the appointment. They’ll protect you and your family members by keeping a safe distance at all times – and we ask you to do the same. They may also wear additional personal protective equipment including mask, overall, goggles and gloves.
- What are you doing to help vulnerable customers?
We know things are particularly tough for vulnerable customers who need to self-isolate and we’re putting in place processes to prioritise their needs.
We’re also following official health advice and working with industry bodies to look after all our customers during this difficult time. If we all look out for each other, we’ll get through this together.
We have a dedicated area on our website for client updates. If you are a landlord or direct client please email firstname.lastname@example.org to request access