Last Updated:15 December 2021 

Following recent changes in Government policy announced recently, we want to make customers aware of some small changes to our service offer. 

When our colleagues visit your homes to carry out their work, they will take appropriate safety measures including wearing a face covering. Please advise our colleagues of any additional precautions you wish to take prior to them entering your home. 

We also ask you respect colleagues safety by maintaining a sensible distance while they are in your home and if possible open a window or door to allow good ventilation.

In addition, we would like to remind customers in our Independence and Wellbeing schemes where possible to wear a face covering and maintain a safe distance when in communal areas.

Where possible, we will continue to deliver some services digitally and by telephone to minimise face-to-face contact and unnecessary travel.

The pandemic is not over; COVID-19 remains a serious health risk, cases are rapidly increasing and we must all remain vigilant.

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 further changes to service delivery.

You can access additional information on what you should do when one of our colleagues visits your home, via the link below.

Impact on our services 

We will 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. 

Contact us

We are here should you need to contact us. There are several ways you can get in touch.

Great Places customers – you can contact us using our Chatabot, our customer self-serve portal, emailing us at or calling our Customer Hub on 0300 123 1966.

Equity Region customers* - you can get in touch with us by calling our Customer Solutions Team on 0300 123 4460 or emailing us at

 *If you were an Equity customer prior to 1 April 2020, you are now part of the Equity Region.