Important information about our services

On Monday 19 July, the Government announced the move to Step 4 of the roadmap. 

Whilst many legal restrictions have been lifted, the pandemic is not over; COVID-19 remains a serious health risk, cases are rapidly increasing and a third wave is under way. 

The health and wellbeing of our customers and colleagues remains our priority and we will continue to follow Government guidelines with caution, keeping you fully informed of any service delivery updates over the coming weeks and months.

Where we can, we continue to deliver services digitally and by telephone to minimise face-to-face contact and unnecessary travel. However, our thorough and safety-conscious ways of working remain in place, and when our frontline colleagues do visit your homes and communities, they will continue to wear appropriate PPE and maintain social distancing.

Please do advise our colleagues of any additional precautions you wish to take prior to them entering your home. We also ask that you respect their own wishes to take additional safety precautions.

Impact on our services 

We continue to prioritise emergency and essential repairs, but customers may be asked to wait longer for routine repairs to be seen to. 

We are currently experiencing higher than normal absence levels across our service delivery and contractor teams as a result of rising infection levels and colleagues’ requirement to self-isolate. Our Customer Hub and Repairs teams are working hard to meet demand, but some repairs may take longer than expected to complete.

We may also need to move your appointment at short notice, and we apologise for the inconvenience this may cause. If you are currently self-isolating and have an appointment booked in, please make us aware so we can re-schedule your appointment for you.

Thank you again for your patience and understanding during this challenging period. Any changes we may need to make to our services will ensure that the health and safety of all our customers and colleagues is protected as much as possible. 

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