Our priority is to protect you and our people, and to give you a great customer experience. But that’s challenging at the moment.
Providing some services is harder and slower than it was a year ago, and some restrictions will continue over the coming months. We need to get the basics right first, so we want to reintroduce remaining services gradually but appreciate this may not be the news you want.
Here’s an outline of our plans (but subject to change if the national ‘four steps’ move, specific areas see a jump in infection rates or due to new variants).
From mid-March we’ll bring in twice-weekly Covid testing for employees who visit residents. Services will continue as now, including:
- emergency and essential works (such as electrical failure, gas leak, no working toilet or severe flooding/leaks) - about 70% of the repairs you normally contact us about
- We’ll prioritise 1,000s of repairs postponed in January and February, as well as continuing essential and emergency works.
- From step 2, moves will start again in our housing for older people, supported and extra care schemes.
From step 3 in mid-May
- Wider household mixing should be allowed and we hope to start taking calls again for non-urgent repairs and restart planned works (such as kitchen and bathroom refits). But we’ll confirm this nearer the time and may need to work back up to a full service gradually, so that we can manage these volumes.
- We’ll also re-open communal areas and facilities at our housing for older people, supported and extra care schemes – as well as allowing more visitors to these.
(If we do come into your home, it’s really important that we all act safely and you can read about our Covid secure ways of working here. This also explains the support we’d ask from you in return – including social distancing and wearing a face covering when we’re there please.)
We know times are tough at the moment but we’re still here to help if you need advice about paying your rent and managing debts; claiming benefits; or other financial and mental health concerns. We can also help you to find work and training – and much more, so do get in contact (please note though that we won’t tolerate abuse towards our employees).
Thank you again for your patience and continued support.
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