Freephone: 0800 027 2057
Paying your rent: 0330 041 6497
With the second lockdown underway, we want to keep you up to date with our services.
Since the first lockdown, we have been working to develop a plan to bring our full service back to our customers as quickly, and more importantly, as safely as possible.
And now we have lots of guidelines in place to be able to deliver our services to you in a safe way, whilst limiting face-to-face contact as much as we possibly can.
These changes may mean access to some of our services take a little longer to arrange and some of them will be online only, but our commitment to you is that we are here to support you in your homes as we reassess the situation daily.
As part of our commitment to providing a safe service for you and our people, we have introduced a new safe system of working and new protocols.
For this to work, we need you to help us do this. We’ve set out some guidelines for customers who have appointments during this time to follow to allow us to keep everyone safe whilst we carry out the job.
What else could you do?
Our emergency repairs service continues as normal. However, if we attend your home and, after making the repair safe, we need to return to complete the job, you no longer need to call us to book this work in. Your repair will be automatically picked up to complete once we return to working on routine repairs.
If you're unsure whether your repair is an emergency, click here see our repairs guidance here
Despite the lockdowns, it has been our legal duty to continue to complete your annual gas service to make sure you are safe in your home. This service continues to run as normal.
If your home is powered by any other fuel source, for example, oil, we will be getting in touch with you to arrange your service on a risk assessed basis.
Things such as a partial loss of water supply, minor electrical faults and blocked sinks are begin seen to within the seven-day window. This service continues to run as normal.
If you're unsure whether your repair is deemed as urgent, click here see our repairs guidance here
Our work on empty properties is back to full service. However, please bear with us as these works will take a little longer than our normal timeframe due to the strict safety protocols we’ve introduced.
We have restarted all existing external repairs. These will include things such as repairs to roofs, chimneys and outdoor brickwork. Like most other services, these might be delayed due to additional risk assessments.
We are getting in touch with anyone who had an internal routine repair appointment cancelled due to lockdown. We are rebooking these whilst keeping your safety as the top priority.
We are continuing with planned improvement works, including kitchens and bathrooms, however these are being dealt with on a case-by-case basis depending on the customer’s circumstances and whilst following government guidance
Service continues as normal. If you’re due for a survey a letter should have already been sent out.
With the new government guidance, we are now in a position to be able to begin offering support those who want to move home.
Working with our new protocols, we have plans in place to support people to move home keeping social distancing measures in place.
We’ll be in touch if we’ve already offered you a home or you’re waiting confirmation about a move.
Our sales team are also preparing to support people to start to move homes again following government guidance.
If you're looking to buy a home outright or by shared ownership, we are putting plans in place to restart viewings of our new homes.
We are open for business but as our team gets back up to full speed, we may take a little longer to respond to enquries so please bear with us at this time.
All viewings will be by appointment only to follow social distancing guidelines and allow for regular cleaning to take place.
If you are looking to complete a mutual exchange, we are continuing to go ahead with these as normal.
However, 'new normal' protocols will be in place throughout the process.
As with everything else, please bear with the team at this time as responses to enquiries may take a little longer than usual.