Updated on 19 July 2021

We’re taking a safety-first approach and many of our safety measures will remain in place after the 19 July. We’re going to review our services and safety measures on an ongoing basis to make sure our colleagues and customers remain safe.

We’ll update this page with any changes we make.

Our services

Our office is open Monday to Friday from 9:30am until 4:30pm. See our contact us page for others way to get in touch. 

Work to your home and estate – We’re carrying out all routine repairs, estates maintenance, gas servicing and major works. Our operatives will continue to wear appropriate PPE for the job they’re doing.

If you need to book a repair, then take a look at our repairs information.

Kitchen and bathroom upgrades – We’re currently operating a reduced service and are working through the backlog of work. 

If you have an emergency or urgent kitchen or bathroom repair, you can book this by calling or emailing us.

Communal areas – These are now open at our supported living schemes.

Buying or renting a home – If you’re viewing one of our homes then social distancing will be in place at all times. If you want to sign up to rent a home we’ll do this digitally. We’ll only do a sign up in person if you’re unable to access the internet, or you have a health condition or impairment that would make it difficult for you.

Assisted decorations - We've paused our home decorations assisted service.

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If we need to visit your home

Even though government guidance has changed, we’ll continue wearing the appropriate PPE when working in your homes.

When we, or our contractors need to visit you, we will:

  • Give you advance notice
  • Keep a safe distance of two metres apart when we’re in your home
  • Wear face coverings
  • Wear protective clothing appropriate for the task being carried out and will observe strict hygiene procedures
  • Be up to date with the latest guidance on how to work safely
  • Only carry out essential work in any household which is self-isolating. In such a case, prior arrangements will be made to avoid any face to face contact
  • Have risk assessments in place that are in line with government advice

What we ask you to do:

  • Open the internal doors of any rooms we'll be working in before we get there so we don't need to touch them
  • Open any windows in the room we’re working in to increase ventilation
  • If you can, stay in another room
  • If you can’t stay in another room, have as few people as possible in the room being worked in

Face coverings

Even though the legal requirement to wear a face covering has been lifted, the published guidance advises that wearing a face covering will reduce your risk and the risk to others, where you come into contact with people you don’t normally meet in enclosed and crowded spaces.

We’re asking our customers to continue to wear a face covering when we visit your home, unless you’re unable to wear one because of any physical or mental illness or impairment, or disability.

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If you're facing financial difficulties or can't pay your rent

We've updated our guidance on what to do if you can't pay your rent or charges.

If you're on a low income, cannot work from home and are facing loss of income due to self isolation, the government has launched a £500 payment scheme to help.

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If you're showing symptoms of coronavirus

If we’re due to visit you or your home, it’s important that you let us know if you or anyone in your home is showing symptoms of coronavirus or self-isolating.

Symptoms of coronavirus are:

  • a high temperature – this means you feel hot to touch on your chest or back (you do not need to measure your temperature)
  • a new, continuous cough – this means coughing a lot for more than an hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual)
  • loss or change to your sense of smell or taste – this means you've noticed you cannot smell or taste anything, or things smell or taste different to normal

You'll just need to let us know your name and address.

We're asking for this information because we have an obligation to ensure the safety of our employees, customers and contractors. We don’t keep this information for longer than necessary. Read what we'll do with your personal data when you tell us you have coronavirus.

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If you usually pay in person at our office

Our office is open Monday to Friday from 9:30am until 4:30pm. It may still be easier for you to pay your rent by Direct Debit, online through My Account or by standing order, visit our how to pay your rent and charges page for more information.

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Useful information about coronavirus