Update on our services: 27 November

We’re working hard to continue delivering services throughout the coronavirus pandemic and to support our customers – in particular those who most need our help. There’s more information on our dedicated page, with details of where to find support as well as info on our current service levels.

Nicholas Harris

I hope your families are safe and well during these testing times.

Following the Government’s latest announcement about the national lockdown coming to an end on 2 December and the reintroduction of local tiers, please be assured that this will have no impact on our services at this time. However, due to the ongoing pandemic a number of our non-emergency repairs are taking longer than usual to complete.

We are working closely with our partners to provide the best possible service during these challenging times and to offer more availability for appointments where we can. We will work with you to try and agree a reasonable timescale for your non-emergency repair when you report it to us. You can help us by contacting us as soon as possible if the issue is resolved before we attend to carry out the repair or the agreed appointment date is no longer convenient so we can reschedule our contractors to help other customers. You can find out all the latest information about our repairs service here.

We understand some customers may not feel comfortable with letting us into your homes at this time for non-urgent work. We’ll check in with you first, before we attend to understand if anyone in your household has symptoms or is self-isolating, and all our colleagues and operatives will observe social distancing and adhere to current guidelines. However, there are some things we need to continue to do, such as gas safety checks and servicing of appliances. We’ll also need to visit you if a repair is an emergency, or if a routine repair will cause further damage or pose a safety risk if left unattended.

Throughout this time, we have provided our repairs partners and colleagues with consistent safety advice based upon the official guidance that has been published by the authorities. You can find out more about this here.

Our core purpose continues to be helping people find much needed, affordable homes, and this hasn’t changed. In particular, our specialist teams are doing amazing work to support those at risk of domestic abuse. Sadly, as you may have seen in the media, this is becoming an increasing issue. While many other services providers have scaled back, or even closed their doors, I’m proud that Stonewater is still offering vital help, through creative solutions, for those in most need.

We all need to play our part in slowing the spread of the virus, and to help our friends and key workers in the NHS to whom we’re so grateful. So please continue to stay safe and make sure you keep updated with the latest government guidance when it is announced. The latest guidance will always be available online here.

And finally, and most importantly, look after yourselves and your loved ones at this time.

Nicholas Harris