Our priority as always is to keep you and your home safe and we’ve been reviewing our services following the latest government announcements and guidance.
Following the government's easing of coronavirus restrictions, we can confirm that we've reintroduced our full repairs service. This will be on a phased approach, focusing initially on customers who have already reported a repair. This also includes our planned maintenance service (planned home improvements, such as kitchen or bathroom replacements). We’ll also continue to deal with all emergency repairs, safety works and checks (such as gas servicing), and our caretaking and grounds maintenance services.
Thank you for your patience as it will be some time before our services are completely back to normal but be assured that we’re doing all we can to provide the best possible service, including recruiting more trade staff and using specialist contractors.
As we resume our services, you don’t need to contact us if you’ve already reported a repair or had one cancelled. We haven’t forgotten, we’ll contact you with an appointment time as soon as we’re able to. And if you had a planned home improvement scheduled before lockdown, we’ll be in touch to book this back in.
Please continue to report new repairs to us, so we can schedule in appointments once we’re able to. However, non-emergency repairs are unlikely to be scheduled until the winter, while we focus on completing already reported repairs.
Before entering your home, our staff will ask if you’d like them to wear a face mask and socially distance. If you’re self-isolating or is someone in your home has tested positive for coronavirus, please let us know so we can reschedule our visit.
We're continuing to put measures in place to ensure your safety, and the safety of our staff. When arriving at your home, we’ll ask you a series of pre-screening questions to check if you or anyone in your home is self-isolating and/or has any of the coronavirus symptoms. We’ll bring personal protective equipment and cleaning materials and we’ll also ask you to keep out of the room or area where we’ll be working. To give added protection, we encourage you to wear a mask and socially distance when we’re working in your home.
If you’ve taken the decision to self-isolate at home, or if you or someone in your household has tested positive for coronavirus, please let us know when reporting a repair or if you need to re-schedule an appointment.
We’re continuing to follow government guidance to ensure the safety and support of our older and more vulnerable customers living in sheltered and extra care homes. This includes requesting visitors wear face masks in communal areas, providing hand sanitiser and encouraging visitors to do a lateral flow test before arrival.
Read our list of Frequently Asked Questions
Find the latest government advice on coronavirus here
We know that some of you are worried about how you'll pay your rent because of the impact of coronavirus. If you're unwell or can't work because of coronavirus we want to reassure our customers that no one will lose their home as a result of financial hardship caused by the virus. We know you'll do your best to pay your rent but if you're in financial difficulties we're here to help. We can offer support on money advice and claiming benefits so please don’t hesitate to get in touch in the usual way.
We know that many of you will be impacted by coronavirus, and we’re providing a range of support to help you through this challenging time.
We understand that it can be lonely and difficult having to stay at home, so we’ve put together a list of simple things that you can do to help your wellbeing and stay physically and mentally active. If you're self-isolating and need some help, whether it be with food supplies, shopping or a friendly chat, here's a list of local organisations who can provide support to you.
We’re continuing to follow government guidance to ensure the safety and support of our older and more vulnerable customers living in sheltered and extra care homes.
If you’ve lost your job and need support in looking for work, our Employment and Training team are here to help. There are lots of companies recruiting and our advisors can support you with applications and help with interview techniques. For free, confidential advice and guidance please call 0800 652 0898 and ask to speak to one of our Employment and Training Advisors.
As government guidance continues to change, we’ll continue to provide updates on our services on our website, regular emails, and on our Facebook and Twitter pages.
You can also find a full list of Frequently asked questions here.