Coronavirus (COVID-19)

Update on resuming services

Following the relaxation of some of the lockdown measures, we're gradually restarting many of the services we stopped in March - with safety very much in mind.

It's a difficult time for everyone, particularly those of you who've had the virus or know someone who has. And sadly, there have also been a number of deaths in Sovereign communities. Our thoughts are with everyone affected by Covid-19. 

We want to reassure you that your safety, and that of those who work for us, remains our top priority. So, while we know you're keen to see services resume – and we are too – we won't do so until we're sure we can do this safely.

Visit these MySovereign pages regularly or follow us on Facebook to get the latest information on when to expect various services to start again.

Keeping you safe

Please continue to follow the guidance on protecting yourself and others from Covid-19, such as social distancing and washing your hands regularly. We’ve also carried out risk assessments on working safely, including what we need residents to do.

If you're shielding or self-isolating, we won't carry out any work in your home unless it's an emergency. And we'll agree in advance exactly how to do this safely. For example, we will: 
  • Keep at least 2 metres away from you and ask you to stay in another room (where possible) 
  • Follow all safety advice, for example, avoiding face-to-face contact
If you're not shielding or self-isolating, we'll agree with you in advance how we can all stay safe.

You can help by: 
  • Making sure we have your contact details – it's easiest to register on MySovereign to update them
  • Telling us if you need to change the appointment time or have symptoms of Covid-19
  • Leaving internal doors and windows open
Maintenance and repairs
We're continuing to carry out priority services and have rebooked any repairs that had been postponed. We're also able to make an appointment for you now if you have a new routine repair - but please note that our phone lines may be busier for a while.

Please also be aware that some jobs will take longer so that we can follow social distancing requirements. (We won't carry out any non-emergency repairs within your home if you're shielding or self-isolating.)

We're also continuing to maintain communal areas, carry out grounds maintenance and work in empty homes (so that people can move in). We've also started to carry out some planned works.

Gas and electrical safety checks
These are priority works to keep you safe. We also need to meet legal guidelines around completing these checks. 

If you're self-isolating, we'll rearrange these checks for after your isolation has ended.
If you're shielding, we'll see if they can wait. If they can't, we'll agree with you in advance how to carry them out safely.

Building safety work
We'll work closely with you and our contractors about carrying out work safely on buildings that need urgent improvements.

Supporting you

Paying your rent
We understand it’s a difficult time for many people, but it’s really important you continue to pay your rent to avoid future financial problems and large debts. If you’re having difficulty making your payments, we do need you to speak to us as soon as possible so that we can help.

Support and advice
We have experts you can talk to about paying rent and managing debts, claiming benefits, finding work and any other financial concerns, so do get in contact.

This Covid-19 area of MySovereign also has lots of information, FAQs and links to help you.

In our Housing for Older People schemes, we'll continue to keep in touch by making calls where these are useful. Our concierges are also on-site regularly.

Domestic abuse and anti-social behaviour
Please get in touch if you're facing or feel at risk of domestic abuse as we can help you find the support you need.

With all of us at home more now, we're also asking everyone to be considerate of their neighbours and more tolerant of others.

We've resumed estate walkabouts and there's also more information around noise nuisance, drugs and anti-social behaviour on these pages.

Moving home

More moves are now allowed but this needs to be done differently, to reduce any risk of spreading the virus.

We're getting in touch if we've already offered you a home or you're waiting for confirmation about a mutual exchange. And we're advertising our homes again via local authority lettings sites.

Home ownership sales and lettings of new properties are continuing and we're back on-site to build much-needed homes.

Further advice and information

We're here for you and listening to you, so please: 

  • Keep checking these pages for the latest updates
  • Follow us on Facebook
  • Contact us on 0300 5000 926 if you need support (0300 330 9496 if you're a market rent customer). If you are in our key worker or student accommodation, please contact your on-site team

You can find all the latest Government advice on coronavirus online. Please also take a look at the letter from the Minister of State for Housing. This gives further guidance that landlords (and residents) should follow as we resume services carefully.

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