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.
As the government starts to ease coronavirus restrictions, we can confirm that from 12 April we’ll be reintroducing 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 summer, while we focus on completing already reported repairs.
Our customer contact centre is open as usual, however we’re expecting lots of calls over the next few weeks and you may experience long wait times, so please avoid getting in touch if you’re query isn’t urgent.
If you have an appointment, please help us to keep you and our staff safe by following the government’s social distancing guidance and remaining 2 metres away from our staff and wearing a mask if you’re unable to be in a different room if they’re working in or around your home, and letting us know if you’re shielding or self-isolating.
We've 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 wear personal protective equipment and bring 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’ll now be expecting you to wear a face mask for us to enter your home. If face masks aren’t worn we reserve the right to not come in.
If you’ve taken the decision to self-isolate at home, please let us know when reporting a repair or if you need to re-schedule an appointment.
We’ve put in place additional measures to ensure the safety and support of our older and more vulnerable customers living in sheltered and extra care homes. This includes additional cleaning of communal areas, hand sanitisers and restrictions on access for any non-essential visits.
We’d like to remind you of the importance of following the latest government guidelines, including following the 2 metre social distancing guidance within your scheme. Our main priority is to keep you safe and these guidelines also apply in communal areas. If you have any private arrangements for care and support within your home, can you please remind the carer to wear appropriate PPE, practice social distancing and good hand hygiene, to keep you safe and well. We’re looking forward to the rapid roll-out of the vaccine to support our more vulnerable customers.
How we're supporting you and our communities
Read our list of Frequently Asked Questions
Our list of trusted local organisations who can help if you’re self-isolating
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’re offering our support within local communities during this challenging time to help those who need it the most. This includes financial support to food banks in your area. If you’re struggling to buy food, please contact your local food bank for support. If you're worried about money please let us know so we can support you. We’ve also provided some funding to support local community groups in your neighbourhood. If you are involved with a group and want to access funding, find out how to apply here.
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 also providing extra support to our older customers living in our sheltered and extra care homes, including additional cleaning in communal areas and we’re also making regular phone calls to check in and make sure everything’s okay.
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.
We’re getting more incidents of anti-social behaviour incidents reported to us. These are often about people not following the government’s social distance advice. Please follow the government guidance when you see your neighbours, particularly in communal areas. We can’t take any action against people who don’t follow social distancing guidance. But the police do have powers to act where needed. You can let them know here. We’re still dealing with reports of anti-social behaviour and where the breach of social distancing is also an ASB incident (for example, if a neighbour deliberately approaches you and threatens you), we will deal with it.
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.