Customer news Repairs Support

Coronavirus (COVID-19) update

Following the Government’s latest announcement, 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 and we’re encouraging our staff to take regular lateral flow tests. 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’ll continue to monitor the situation closely and follow government guidance.

An update on our services

Our services remain in operation, however, a number of our staff are being impacted by self-isolation so, we’re experiencing some disruption to our services and may have to postpone some non-urgent repairs at short notice.

As we reported last month, in situations where an emergency or urgent repair is needed, we’re prioritising and taking action within our published timescales to ensure your safety and wellbeing.

Our routine repairs are unfortunately taking longer than usual, with a wait time of 8 - 15 weeks, but we’re continuing to put additional resources in place, including specialist contractors, to help manage this.

The importance of ventilation

The government has advised that coronavirus is spread easily within the air and opening windows to let fresh air in can remove any lingering coronavirus particles. Opening the windows for short periods of time will allow fresh air to circulate and will reduce the risk of coronavirus and, if you let fresh air in when you are inside, you can reduce the risk of infection from coronavirus by 70%. So, it’s important to let fresh air in if you meet people indoors, especially people you don’t normally meet. Please visit the Government’s website for more information and tips on ventilation.

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.

Keeping you informed

We'll continue to monitor government guidance closely and will provide regular updates on our services on our coronavirus web page, via regular emails, and on our Facebook and Twitter pages. You can also find a full list of frequently asked questions here.

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