Key information:

• Our priority is to keep you, your home and our staff safe.
• 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, please let us know so we can reschedule our visit.
• We’re here to support you if you’re struggling to pay your rent, need help claiming Universal Credit or have other tenancy-related issues.
• We’ll continue to monitor the situation closely and follow government guidance.

An update on our services following the Government’s latest announcement

Following the Government’s decision to remove the remaining coronavirus restrictions in place as part of its response for living with Covid-19, we want to reassure you that the safety of our customers and staff remains our top priority.

Our staff will continue to ask before entering your home if you’d like them to wear a face mask and socially distance. 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.

In circumstances where an emergency or urgent repair is needed, we’re prioritising and taking action within our published timescales to ensure your safety and wellbeing. However, there’s a current wait time of 8 – 10 weeks for our routine repairs. We recognise this isn’t an ideal situation, but like many businesses across the country, our front-line work has been heavily impacted by a number of external factors, including the number of staff self-isolating, difficulty with recruitment and sourcing contractors to fulfil the works required and global supply chain issues. These things combined have meant services, such as repairs and our contact centre call wait times, have been disrupted. We’re putting additional resources in place and continuing to try and source specialist contractors where possible, to help manage this.

What do I need to be aware of before my repairs appointment?

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.

Our older persons’ and sheltered housing schemes

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.  

Worried about paying your rent?

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're here to support you

We know that many of you will continue to be impacted by coronavirus, and we’re providing a range of support to help you through this challenging time. If you’d like to speak with us, please get in touch so we can discuss your individual needs and circumstances.