Your services during COVID19 second lockdown

Update to our services during the COVID national lockdown

Updated: 3 November 2020

We’ll continue to provide our normal services safely during the proposed four-week national lockdown

When the government’s proposed new restrictions take effect on Thursday 5 November, our main services will remain available to you. Our colleagues will continue to wear the necessary protective equipment and adopt Covid Secure working practices to keep everyone as safe as possible during the pandemic.

We want to do all we can to reduce the risk of spreading the virus and support the NHS at this critical time. So, our objective is to continue to safely deliver customer services in line with central or local government guidance or instructions.

We’ll only carry out work in your home if you feel it is safe to do so

In September, we began switching our services back on in stages. There were two very clear reasons why we did this.

Firstly, the safety of you, your family and our colleagues is vital. With infection rates still high, we wanted to limit the amount of time spent together to reduce any risk and to be sure we had the necessary protective clothing to carry out work safely. Secondly, we had to cancel a lot of repairs, lettings and other appointments because of the first, full lockdown. We wanted to make sure that these appointments were seen to first.

We are pleased to say that since then we have increased our workforce and have undertaken around 15,000 repairs. We are making good progress but still have a some catching up to do. So, we want to continue our work, but only if you feel it is safe to do so.

Let us know when you want us to carry out repairs

If you have a repair booked and you or a member of your household are displaying Covid-19 symptoms, we have set up a repairs hotline so that you can let us know and we will be happy to rebook the appointment. If you wish to report or re-book a repair, please contact us.

We’ll also carry on letting our properties and delivering services in your community

In addition to our repairs service, we’ll continue to let properties, carry out housing management visits, grounds maintenance and provide additional financial, employment and community support.

Should you experience any anti-social behaviour in your community, we are here to help. Please contact us on 01935 404500 or email

Please get in touch if we can help in any other way

We appreciate this is a difficult time for everyone. The new restrictions are likely to result in less time with friends, family and loved ones. If you are worried about paying your rent, finding things hard to deal with, or you just want someone to talk to, please do get in touch, we’ll do everything we can to help.

We’re listening and working hard to improve our services

You told us that we need to be better at getting our main services right first time, take more action when you tell us about an issue and improve our communications. We’re working hard to put this right and make sure you receive a great experience every time you use our services.

This includes looking closely at how we deliver our main services, from how we carry out repairs to how we manage complaints. We know that we have some work to do in making sure we can get the job done right the first time, that we keep you involved throughout and ensure that quality is never compromised. We will of course update you as our work progresses.

Your feedback is very important to us, and especially so at the current time. Please continue to let us know where we need to improve and what we can do better.