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
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
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.
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
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
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
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 period. Please 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.