Coronavirus Frequently Asked Questions

Coronavirus Frequently Asked Questions

Visit the NHS website for information on the symptoms of COVID-19 and what to do if you or your child has them. Here you can also find advice on how you can reduce your risk of catching the virus or spreading it to other people.

I'm self-isolating – do I need to let you know?

If you feel unwell or are self-isolating and have an appointment booked for a repair or property visit, please let us know and we can rearrange the appointment at a future date.

Visit the NHS website for more information on self-isolating.

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.

What measures are in place to support vulnerable and older customers?

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.  

Where can I get help if I’m experiencing domestic abuse?

Coronavirus will have a serious impact on the lives of women, children and men who are experiencing domestic abuse. If you’re already living with domestic abuse, you may not be able to see the friends and family who usually support you, and some of the places where you go for help or treatment may be closed or offering a reduced service. Please remember that you can still call 999 if you or someone else is in danger. Visit our web page here for more information on how we can help you and a list of local and national organisations who can offer support.

We’re all spending more time at home, which may make you more aware of your neighbours’ habits and the noise they’re making. Please try to be tolerant of your neighbours and consider how your behaviour may affect them.

Please continue to report ASB incidents in the usual way. Find out more here.