Guidance for local lockdown and restrictions

Following introduction by the Government of local lockdown areas we would like to update you on services we are able to provide in those areas.

We will regularly review these areas in line with Government advice.

Repairs

Please note if your home is in a local lockdown or restriction area 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 further repair services. Our website will also have the latest service updates.

An emergency repair is any problem that could be a security risk or cause harm to you, another person or to your property, and includes:

• Gas leaks
• Uncontainable water leaks
• Complete loss of heating and hot water
• Electrical or fire risk
• Property security

Gas and Electrical Servicing, and compliance checks.

We will continue to carry out all Gas and Electrical Servicing, and compliance checks within our properties during this time. These services are carried out to keep you, your home and your neighbours safe.

Lettings

We are only letting properties in areas where there is a local lockdown, where it is safe to do so and for those customers who are vulnerable such as:

• People fleeing from domestic abuse and violence
• Moving customers from temporary accommodation
• People discharged from hospital
• Those living in un-safe accommodation, or without settled accommodation, which poses a risk to their health.

Supported housing and retirement living

In supported housing and retirement living services we are closing some communal areas to protect customers in these locations. We are also restricting visitors to services to only essential visitors. Outdoor spaces remain open for the use of customers only with social distancing.

Keeping you and your home safe

Our priority is the health, wellbeing and safety of our customers and colleagues. We are following all of the latest Government and NHS advice, and we can assure you we are doing all that we can to help protect our customers and their homes during this period of uncertainty.

If you are reporting a repair with our Customer Service Centre or we are arranging a Gas Service we will be asking additional questions to ensure we safeguard you and our colleagues before arranging a home visit.

Our team have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. Our colleagues will have anti-bacterial wipes for the surfaces they need to touch. We will ask you to follow social distancing guidelines and stand at least two metres away from our colleagues where you can.

All trades operatives will show you identification when they visit your home. Please check this and once you are satisfied you are can leave our colleague or contractor to carry out their work. When the appointment or work is completed they will let you know they have finished and are leaving and they will see themselves out.