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Llandudno, LL30 1NN

Telephone: 0800 183 5757

Coronavirus Updates

We'll be updating this section of our website regarding information to residents and our services affected by Coronavirus.

A message from the Maintenance Team


Thank you for your patience over the past months, as you can imagine, the impact of COVID-19 on our services has meant we have had to postpone a large amount of repairs.  Please be assured, we are working through all the repairs, starting from the oldest to the newest reported. All emergency and urgent repairs are being completed as normal.

If you have reported a repair and anything has changed (worsened or needs to be attended to sooner), please contact us to allow us to reprioritise and ensure your home is safe.

All new repairs can be reported on our new residents portal, where you can manage your tenancy online. Find out more here

Despite the governments COVID-19 restrictions lifting, we will continue to put the safety of everyone first and follow our ‘Safety First Pledge’.

Please ensure you continue to let us know if you or anyone in your household had COVID-19  or COVID-19  symptoms so we can rearrange your appointment when it is safe for us to do so.  


Q. Why is there still a long wait for some repairs?

There’s a variety of things affecting waiting times for repairs, including:

  • During Covid we had to reduce the number of appointments we carried out each day to make sure we kept everyone safe. We are still trying to get through the number of jobs which built up during that time, while also balancing new jobs that come through daily.
  • Despite some restrictions lifting since Covid, we are still experiencing daily challenges and delays due to staff and residents self-isolating.
  • Unfortunately, we are also experiencing an increase in ‘no access’ from residents, which means every time an appointment is made and we are unable to gain access to complete the job, that appointment is wasted. You can help us by keeping to your appointment, or letting us know in advance if you need to reschedule it.
  • There is a shortage of some materials, and we are finding it harder to get hold of the materials we need.
  • There’s an increase in the number of properties becoming empty following changes to people’s circumstances. We are prioritising void properties to reduce the length of time they are empty, so new and existing residents can move into their much-needed homes as quickly as possible, reducing the risk of homelessness.
  • There is also a lack of local subcontractors available to support our recovery process.
  • We are trying to balance these external factors by creating new jobs, but we are also experiencing challenges in recruiting new staff as the job market is so competitive after Brexit and Covid.

       Q. What are you doing to get back on track?

We recognise that getting back on track will be a long recovery process, following the many disruptions caused by the Covid pandemic and the effects of Brexit. Here’s a few things we are doing:

  • We are working proactively to adapt our services to these challenges. We have a three-year recovery plan which we review quarterly, and we meet with the Residents Committee regularly to provide updates and get their feedback.
  • We have made the difficult decision to defer our planned works program for kitchens and bathrooms by 6 months, to allow us to reposition our resources and focus on getting back on track with general day-to-day repairs. We will be contacting any residents affected by these changes. We apologise for any disappointment or inconvenience caused, but we hope you understand the need to temporarily reallocate our team to help us reduce the backlog of works.
  • Staff from other parts of the organisation have volunteered to help support the repairs and maintenance team by labouring and assisting on jobs that require more than one person.
  • We have created several new jobs and apprenticeships.


We’d like to thank you for supporting us through this challenging time, we are working hard to recover from the affects of Covid and we thank you for your patience.

Safety First – We will only access homes to undertake repairs where it is safe for our residents and staff. We will ask all residents to complete a COVID-19 Questionnaire before any work takes place and residents will be asked to help provide a safe environment for all.

IMPORTANT – there are some essential compliance repairs and maintenance checks that we are required to do by law. This includes an annual gas safety check and electrical testing every five years. If you are self-isolating we will try to rearrange your appointment after your isolation period. If you are unsure then please contact our team on 0800 1835757 to discuss the best option.

Please keep us updated if your situation changes.

We all have a responsibility to keep each other safe and that includes updating each other if our situation changes. We will not send anyone into your home who has symptoms of COVID-19 or has been asked to self-isolate, and we ask that you rearrange any appointments or work in your home if you or any of your household have symptoms of COVID-19; are waiting for a test; have received a positive test or have been asked to self-isolate.  

We understand that this might mean you need to rearrange the installation of your new kitchen or bathroom, or you may have to wait a little longer for a repair, but the safety of our staff and residents needs to be our number one priority.

If you do need to rearrange work on your property then we will make sure we allocate you the next available appointment and will do our best to rearrange it as quickly as possible.


We trust you to help us to carry out work safely in your property. Our safety first pledge protects both you and our staff and we take your safety seriously. If the pledge is broken, we will leave the property and won’t be able to complete the work.

To download our safety first pledge please click here. 

Please take a minute to watch our safety first video. 

Should you have any enquiries or wish to discuss any works to your home at this time please contact us on 0800 1835757.



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