Update on plans to restart some of our services | Coronavirus updates

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Update on plans to restart some of our services

The country is now taking positive steps out of coronavirus lockdown with the Government’s four step roadmap for easing restrictions. Now that we have this clarity we can update you on our plans for restarting some of our services.

When the country went back into lockdown at the beginning of January, we made some changes to ensure we were doing everything we could to keep everyone safe. We’re currently delivering an essential-repairs only service, as well as continuing to carry out required regular electrical and gas safety testing in homes wherever possible. External work on our properties continues where it’s safe to do so, as well as regular cleaning in our blocks and sheltered schemes. In the interest of safety we’ve also placed a temporary hold on mutual exchanges. However, if there is a reason your mutual exchange needs to be carried out urgently (such as a risk to your safety) please contact us and we may be able to process this sooner.

These changes will remain in place until step two of the Government’s roadmap begins, which will be no earlier than Monday 12 April. At this point we will restart the following services:

  • non-essential repairs inside homes;
  • all mutual exchanges;
  • stock condition surveys;
  • doorstep visits to customers who may need it.

All of these services will be carried out with COVID-secure procedures in place and depend on the easing of national restrictions going to plan. If you want to book a non-essential repair now, please contact us and we will let you know when this can be scheduled. You can use your new personal online account request a repair. Simply register or sign in here. Or, if you prefer, you can call us on 0300 555 0500.

We would also like to make you aware of the following -

  • We’re continuing to do all we can to support anyone who is struggling to pay their rent due to coronavirus. We will not evict anyone due to pandemic-related financial difficulty and we’re happy to agree a special arrangement with anyone who is concerned about paying their rent. We can also help you to claim any benefits you may be entitled to
  • We have been making regular welfare phone calls to our elderly and vulnerable customers throughout the pandemic. We plan to stop making these calls once restrictions ease and our people are able to spend more time visiting our communities in person. We now have a dedicated team of Neighbourhood Advisors to help you and other people in your area, and they are looking forward to meeting you soon
  • We plan to re-open communal areas in our sheltered schemes when step three of the Government’s roadmap begins. This will be no earlier than Monday 17 May. As with everything else we do, this will be in line with COVID-secure procedures. We’ll provide more details of what this means in practice nearer the time. We understand this may be disappointing, but we must continue to keep everyone safe until restrictions on indoor gatherings are eased
  • Our Parkside Community Hub remains closed to visitors but is offering remote advice to anyone who wants to improve their skills. We are also providing a wide range of free online courses for anyone who wants them. All the details are on our website.

Keeping you and our teams safe remains our top priority. It’s still very important therefore that you tell us as soon as possible if you or anybody living in your home is self-isolating. That way we’ll know how best to continue to deliver our services to you. 

We will provide a further update when any further changes to our services are confirmed. In the meantime, if you have any further questions please call us on 0300 555 0500.

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