We are proactively monitoring the coronavirus outbreak, including the latest Government and NHS advice, and we can assure you that we are doing all that we can to help protect our customers and their homes during this period of uncertainty.
Due to the Government announcement at 8.30pm on March 23rd 2020 that there is a nationwide lock down, our places and homes will only be open for essential visitors (e.g. medical practitioners, emergency repair specialists), colleagues and other key workers. All other visits will be suspended until further notice or updates from the Government.
The health and wellbeing of our people is our priority. We will do all we can to support our customers, colleagues, clients, contractors and visitors.
We hope by following the advice together we can help reduce the spread of coronavirus (COVID-19).
Continuing to provide support to our customers is important to us and we are doing all we can to make this happen. If you are reporting a repair with our Customer Service Centre, we will be asking additional questions prior to arranging a home visit.
Please note we are responding to emergency repairs only. We are not able to book in repairs that are not an emergency. We will let you know when we are able to restart our normal repair service. Our website will also have the latest service updates.
Unfortunately the coronavirus situation will impact the level of service to you and we will not be able to meet all our customer service standards. We will be making changes to services in line with Government guidance to safeguard our customers and our colleagues. Please be aware that gas safety checks will continue wherever possible.
We are experiencing an increase in our calls to the Customer Service Centre, so it may take longer than usual to speak with someone.
To help answer some of the most common questions being asked, we recommend you visit our Frequently Asked Questions page.
To help protect you and your neighbours we strongly advise that you follow government guidance by not allowing any visitors to your home unless they are delivering food and essential household items, medication or personal care or fixing emergency repairs.
We will contact you to check you are able to access the essential goods and services that you need and should you have any problems we will work with you to put a suitable plan in place.
Register here if you have a medical condition that makes you extremely vulnerable to coronavirus. For example, you’ll be able to ask for help getting deliveries of essential supplies like food.
If you’re not sure whether your medical condition makes you extremely vulnerable, register anyway. You can register yourself, or on behalf of someone else.
We are committed to help prevent our customers falling into debt and we will continue to provide advice, support and guidance to customers who may be experiencing difficulty in paying their rent.
We encourage customers who may be struggling financially to visit our Guidance for customers with financial concerns page for more information on the support that is available.
We are unable to offer rent breaks however we will work with each customer on a case by case basis to agree an affordable repayment plan.
Due to the Government announcement at 8.30pm on March 23rd 2020 that there is a nationwide lock down, our places and homes will only be open for essential visitors (e.g. medical practitioners, emergency repair specialists), colleagues and other key workers. Any essential visits to our places and homes will be postponed for the following reasons:
All other visits will be suspended until further notice or updates from the Government.
Our offices, sales offices and show homes are now closed until further notice or Government updates.
Please do get in touch with your usual contact by phone or email for further information.
As our offices are now closed any mail and parcels are being re-directed to colleagues. This means that there will be delays in responding to anything that has been sent to us by Royal Mail or a courier.
We hope you and your families stay safe and well. Thank you for your continued support.
Published on 17 March 2020
Last updated 31 March 2020
31 March 2020
Added link to FAQs.
27 March 2020
Updated guidance for visits to our offices.
25 March 2020
Updated gas safety checks.
Guidance for extremely vulnerable persons.
24 March 2020
Response to government statement 23 March.
Added financial concerns response.
Updated guidance for emergency repairs.
20 March 2020
Guidance for emergency repairs.
17 March 2020
Initial coronavirus statement.