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
Under new regulations, you are free to move home. This means that we can accommodate physical viewings upon request however, the health and safety of our staff, Tenants and prospective customers remains our top priority. Our staff will be observing all government guidance and we ask that our customers do the same:
- Initial viewings should be done virtually wherever possible. We have many virtual tours available on so many of our properties!
- To support this, our staff may ask home occupiers to conduct virtual viewings. This will help reduce the number of properties people need to visit before finding their future home.
- If you or any member of your household are experiencing symptoms or have been self- isolating then the viewing appointment should not go ahead.
- Social distancing guidelines should be observed at all times. This includes keeping 2m distance from others where possible.
- All physical viewings where prospective buyers or renters will be entering the property should involve no more than 2 households inside the property at any one time. This includes any agent accompanying either party. Anyone in a support bubble with either household, however, will count as part of that household.
- The property should be viewed by the prospective Tenants only. Please refrain from bringing other people along, even if they are currently living within the same household.
- Avoid touching any surfaces during the viewing, this includes door handles. Wash your hands before and after the viewing or use hand sanitiser.
- If your property is being viewed, you should open all the internal doors prior to the viewing, and allow access to handwashing facilities and ideally separate towels/paper towels.
- Current Tenants will be asked to vacate the property whilst the viewing takes place to minimise health risks.
- Our staff will try to accommodate all viewing requests however you may have to wait slightly longer than usual for the viewing to take place as our team are continuing to observe travel and social distancing measures.
- Once the viewing has taken place, the homeowner should ensure surfaces, such as door handles, are cleaned with standard household cleaning products and towels disposed of safely or washed as appropriate.
- When moving between properties, you and those in your household should try to do as much of the packing yourself as you can. Where this is not possible, you should speak to removal firms in advance. There is further advice about this below.