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Covid 19 Updates
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We’re delivering the vast majority of our normal services now. In some cases, we’re doing things a little differently to ensure that our residents and staff remain safe and that we’re following government guidance. We’ll continue to update this page with new information as quickly as we can.

Keeping in touch

Your property manager remains your main point of contact for any queries. Outside normal office hours, your call will be automatically redirected to the correct out-of-hours service.

Our Property Managers are getting out more into our communities to provide more face-to-face support where that’s needed. They’ll observe social distancing and follow government guidelines at all times.

At the same time, we’ll continue to provide services by phone or online through My Account.

If you or anyone in your household has any symptoms of Covid-19, please self-isolate in line with Public Health England’s guidelines. Where possible, please let your Property Manager we can make a note on our system. This will help us to notify cleaning teams and any repairs contractors who may need to access your home so they can carry out appropriate risk assessments.

Repairs

Our repairs service is running as usual and we’re making good progress on the backlog that built up while we were able to respond to emergencies only.

Please continue to log repairs in the normal way. If you’re reporting a repair online via My Account, please provide photos where possible to help increase the chance of us fixing your repair on the first visit.

For new-build properties still in their guarantee period, we’re now working with the developers to get these repairs (also known as ‘defects’) booked in for most households.

When we carry out your repair, we’ll need to work in line with government guidance on social distancing, which means some jobs might take longer to complete than normal and our response times might be slightly slower. Please bear with us. 

There is no statutory requirement for contractors to wear face coverings when carrying out work in your home as long as social distancing measures are observed, but whenever our contractors come to your home they will make arrangements with you to ensure the safety of you, your family and themselves. As part of this, they will now ask you whether you would prefer them to wear a face-covering while they are in your home.

Estates and communal areas

By following government guidance, we will all help to keep ourselves and each other safe. We have received complaints about people, including children, congregating in communal areas. Please continue to follow government guidance on social distancing.

Our cleaning contractors continue to clean communal areas, paying special attention to regularly touched areas including handrails, light switches and doors. 

Paying your rent

We know this is a difficult time and we understand the problems you face if you suddenly have less income than you expected. Some of you have asked for a rent payment holiday, but like a mortgage payment holiday, a payment holiday is just a way of postponing payments. It doesn’t mean the money is not owed.

For that reason, we’re not giving rent payment holidays as we don’t want you to store up problems with arrears for the future and put your tenancy at risk. Please continue to pay your rent where possible. Please continue to pay your rent where possible. 

If you’re facing financial difficulties due to loss of earning or becoming unemployed, we can guide you to claim the right benefit that will help you pay rent and sustain your tenancy through this periodPlease take a look at our benefits and money advice page and let your Property Manager know.

Visiting our offices

Our offices remain closed to the general public. Please contact your officer or use My Account online instead of visiting an office if you need to speak to someone.

Moving home and sign-ups

We’ll continue with lettings and void servicing in a safe way, following government guidance.

New tenants can sign up online. You can also continue to book video viewings, and our Lettings team are offering face-to-face viewings where possible.