To keep our customers and colleagues safe, we’ve made some changes to how we carry out our services. Information about the status of all our services is listed below. Please keep checking back here for the latest updates.
Our teams are visiting homes where absolutely necessary, safely and in-line with the latest national guidance. We’re working hard to help you as fast as we can. We know it’s a challenging time for everyone right now. Thank you in advance for showing kindness and consideration to our team as they do their very best to help you.
Below are some of the things we’re doing to keep you and our colleagues safe, and how you can help us.
Visiting your home
Guidance, based on our risk assessments, has been issued to all customer facing colleagues explaining how to safely visit and work in your home and communal areas.
We will ask for your Covid status if you are booking an appointment with us. Apart from emergencies, we will not be able to visit your home if you have Covid-19, any symptoms or if you’re waiting for a test result. Additionally, if you are self-isolating or quarantining we will not be able to visit.
Following the confirmation of your appointment, we would ask that you follow some simple guidelines to make sure that we all remain safe:
Please make sure that the area where we are working is well ventilated and there is plenty of fresh air
If we are completing a repair please clear the area so we can easily get into the space
Please let us know if you contract Covid-19 after this appointment has been made, or if you have symptoms, are self-isolating or quarantining
Please give our teams space to work, maintain at least a 2 meter distance and move to another room if possible
Please be assured that our teams:
Are following national Covid-19 guidelines
Will be wearing personal protective equipment and will be working safely
Are doing all they can to keep themselves and you safe
Watch our short video to show the basics that we need to do to keep both our colleagues and customers safe:
All of our teams are issued with personal protective equipment (PPE) to ensure we meet all government guidelines and they will always wash their hands or sanitise thoroughly before approaching anyone’s home.
If we know a customer is isolating or displaying symptoms and there is an emergency repair to carry out, our team will wear additional PPE for everyone’s safety. This will include gloves, a disposable suit, goggles or face visor and a face mask, which will be worn before approaching and knocking on the door.
We are now offering voluntary lateral flow tests for our front line colleagues who are in a customer-facing role and visiting customers’ homes. We think this is a really helpful way forward and provides some added assurance for our colleagues and customers until the vaccine is available for everyone.
To keep you informed about the status of all our services, we have created a chart which shows each of our services and whether they are running as normal, running with some changes or not running just yet.
We know this is a worrying time for many of you with regard to how to pay the rent and other bills. We can offer you advice and support to claim any benefits you are entitled to during this time if your income has reduced due to not getting paid or being unable to work.