Customer COVID19 update – April 2021

We wanted to update you on our services and how we’re keeping you safe.

Update on our services during COVID19

On Monday the Prime Minister announced that the next milestone in the government’s lockdown roadmap will go ahead as planned on Monday 12 April. I’m sure you’re all excited to see more people and get a haircut!

With that in mind, we wanted to update you on our services and how we’re keeping you safe.

Our services will continue as they are

We’ll continue running all our services in line with the latest government guidance about working in people’s homes. This includes our repairs and maintenance services, gas servicing, grounds maintenance, estate and property inspections and lettings service.

We’re doing all we can to keep you safe but there are ways you can help too

Please be assured that we are following all the COVID19 safety measures including the government’s ‘hands, face, space’, we use protective equipment and maintain social distancing.

For your own added protection and reassurance, we suggest that you also wear a face covering and maintain social distancing when we enter your home. If you don’t have a face covering and would like one, just let us know and we’ll be happy to provide one.

Please tell us if you’re showing COVID19 symptoms

You can book your repairs in the usual ways. The quickest way is through the portal. If you have a repair booked and you or a member of your household is showing COVID19 symptoms, please let us know and we will happily rebook the appointment.

We’ll take extra care with our vulnerable customers

We’re working hard to keep our most vulnerable customers safe. There are a few restrictions lifting on Monday that will affect these customers and our schemes.

Communal areas will stay closed for everyone, this includes colleagues and customers to keep people from coming together. We'll look at ways we can open these areas in May in line with the government's roadmap.

When using scheme gardens, we ask customers to follow the rule of six or two households in the garden at any one time. We know some schemes have bigger gardens than others, but we want to make sure our approach is fair for everyone.

We’re continuing our lettings, property visits and support services

In addition to repairs, we’re also continuing to let properties, carry out housing management visits, grounds maintenance and provide additional financial, employment and community support.

Our cafes are currently open for takeaways only. We’ll also look to repurpose these to support food distribution to vulnerable customers and will continue with our welfare calls through our Buddy Club.

We’re here to help

We know that this is a really difficult time for everyone. If you are worried about paying your rent or finding things difficult, please contact us, we’re here to help.