As the Coronavirus situation continues to develop, we are monitoring how we can continue to deliver our service to you with as little disruption as possible.
We remain as flexible as we can be and are here to support you. However, following the government guidance to reduce physical contact, we have temporary moved to an emergency and urgent-only repairs service. More details about repair classifications can be found on our dedicated page.
We understand the situation is frustrating, and we’re here to support you. We also need you to support us in making sure we are all safe.
Most importantly, if you, or someone in your household is suffering from symptoms of potential or confirmed Coronavirus, or if you are part of the vulnerable person group outlined by the government, please let us know as soon as you can. This will enable us to provide the right support to you.
For all the up-to-date advice on staying healthy, visit the Governement website here.
Understandably, this is a very busy time and our phone lines are particularly busy. To help, we’ve answered some frequently asked questions below. If you still need to contact us, we’re here to help. You can call us on 0800 027 2057 or email us on email@example.com
The situation is a changing all the time, and we may need to change our services accordingly. Keep checking back here, or follow us on Facebook or Twitter, to see any important updates.
I might be struggling to pay my rent during this period. How can you help?
We fully understand the current situation is hard for many people. Rest assured; we will not evict anyone for non-payment of rent during the next three months. We are dealing with this on a case by case basis and our income management team are on hand to discuss this if you're worried. If you want to talk to someone, please give us a call on 0800 027 2057 during office hours or drop us a line and we can give you a call if you wish.
I have a repair booked. Will it still go ahead?
If this repair is not classed as an emergency, this appointment will be cancelled and re-booked later. If this repair is classed as an emergency, our engineers will try and fix the problem remotely and if they need to attend, they will take precautions to adhere to physical distancing protocols.
Can I report a new repair?
If your repair is classed as an emergency, then yes. We want to make sure your home is safe and secure. But if your repair is not urgent, we’d ask that you don’t call us at the moment as our teams are very busy.
If the repair is classed as an emergency and you or anyone in your household do not have any symptoms, our engineers will attend to make your home safe.
If the repair is classed as an emergency and anyone in your household has symptoms, or part of the vulnerable person group outlined by the government, we will take precautions and work with you to ensure our engineers can make your home safe. We will try to diagnose the repair with you over the phone to see if it can be fixed or give you a temporary fix until your period of isolation is over. If this can’t be done, we will work with you to make sure our engineer can attend your home with as little contact with you as possible. If it can’t be fixed during that appointment, we will put in all measures to make sure your home is safe before returning when your period of isolation is over.
Do I need to make any preparations for any emergency or urgent repair to take place?
There are a few things you can do to help us, if we need to come and repair something during this time. Please respect social distancing guidelines and make sure our engineers will have clear access to the area, including any fuse box, stop tap or boiler if necessary. We’ll talk you through preparations on the phone as well.
I was due to have a stock condition survey. Is that going ahead?
At the moment, we won’t be carrying out any internal checks due to the current situation. There will be further letters and arrangements made for the other checks to happen when it is safe to do so.
Will my gas service be taking place?
Due to the current situation, we have suspended all gas servicing appointments – at least until Monday 30 March, when the situation will be reviewed. We will be in touch to arrange for your appliances to be serviced as soon as we can. If you’ve received a letter about a gas service, please get in touch with us.
Can I drop off keys/forms at the office?
We’re working in line with the government social distancing guidelines. We’d suggest you don’t leave your house unless absolutely necessary. If there are any keys or paperwork you need to urgently hand into Acis House in Gainsborough, we ask you to put them into our letterbox near the front door of the building ensuring your full name is clearly marked on the item.