We’re here for you during lockdown: 25 January 2021

The Covid-19 situation continues to change rapidly and I want to reassure you that we are committed to providing essential services. The government has confirmed that:

  • The housing market remains open and renters and buyers can still move home
  • Tradespeople are still allowed to enter homes provided they follow social distancing guidance

Now more than ever our homes need to be a place of sanctuary and respite and we are committed to still being able to offer you the same high level of service where we can do so safety. We continue to review how we provide services in response to the current lockdown guidance to help us make the right decisions to protect our customers, our colleagues and their families and all those who work with us. For the latest government advice please visit here.

We are continuing to offer our full repairs service to customers where it is safe to do so, and our teams are working hard to carry out around 2,700 repairs every week. However, it will be inevitable that some of our non-emergency repairs will take longer than usual to complete due to colleagues and contractors being off with Covid related symptoms or those needing to self-isolate.

This means that we will be prioritising emergency and urgent repairs and given this, other repair work is likely to take longer than usual. If your repair is not urgent and you can delay your call, this will certainly help us to prioritise those in most need.

We also understand some customers may not feel comfortable with letting us into your homes and we’ll check with all customers before we attend that nobody in your household has symptoms, is self-isolating or shielding, and all our staff and repairs contractors will observe social distancing and adhere to current guidelines, including the wearing of a face covering whilst inside your home.

We appreciate that with all the challenges we’re facing, you may be worried about your rent payments. We want to reassure you that if you are unable to make a rent payment because you are now on reduced hours, or you have lost your job as a result of the coronavirus, you will not lose your home.  Please talk to us if you are struggling so that we can work with you to agree a flexible payment arrangement which considers your individual circumstances.

Despite all the challenges we face, it’s been heartening to see how people and communities have come together in such positive ways. We’ve seen some fantastic examples of our colleagues, customers and partners going out of their way to help others. At times like these, even the smallest kindness can make a big difference.

With the new vaccine roll-out gaining momentum, there is light at what feels like the end of a very long, dark tunnel.  And, until there has been a significant roll out of Covid-19 vaccinations, various lockdown restrictions are likely to remain in place in the months ahead and it is as important as ever that we all continue to look out for each other during these uncertain times.

Please continue to follow the guidelines being issued by the government and together we can help control the virus and prevent the spread.

Nicholas Harris

Find out more

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.

We’ll keep our services under constant review, and, as we have throughout the course of the pandemic, we will be guided by Government advice in order to ensure we’re keeping our colleagues, customers and contractors safe. In the meantime, a full list of what is permitted is available on the government website.

If you need to get in touch with us – find out how.