Customer news Support

Coronavirus (COVID-19) update

Following the Government’s latest announcement 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.

An update on our services

Our routine repairs are unfortunately taking longer than usual, but improvements have been made, with a current wait time of 8 - 10 weeks. We’re continuing to put additional resources in place, including specialist contractors, to help manage this.

The aftereffects of Storm Eunice are also causing some disruption to our services, so we may have to postpone some non-urgent repairs at short notice. Read more here.

In situations where an emergency or urgent repair is needed, we’re continuing to prioritise and take action within our published timescales to ensure your safety and wellbeing.

As things return to normal, we're still 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.

Please be aware the Government’s Test and Trace Support Payment Scheme has now ended. If you were told to self-isolate before 24 February, you can still make a claim up to 6 April. Read more on how to apply here.

Keeping you informed

As restrictions continue to lift, please refer to the Government’s website for the latest information and advice.

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