CoronavirusResident news

An update on our services and support during the coronavirus outbreak

By June 19, 2020August 5th, 2021No Comments

Our communities have faced extraordinary challenges over the last few months, and although the lockdown rules from government are starting to be modified, many of these challenges are set to continue. We want to say thank you to every one of our residents for your patience and understanding during this difficult time. Your health and wellbeing is our top priority.

We’ve regularly updated you on the changes to our services due to Covid-19 and how we’re keeping you, our colleagues and contractors safe. Now that government guidance has been revised, we’re pleased to say that we can begin to increase the services we provide to you.

Repairs and maintenance

At the beginning of lockdown, guided by government advice, we reduced our repairs service to emergency repairs only. This was to help protect you and our teams while maintaining an essential service.

We’re pleased to share that we’re now able to increase some parts of this service, while continuing to make sure we keep everyone in your home and our teams safe.

Mutual exchanges

On 21 May, following government guidance, we made the decision to re-open mutual exchange applications.

There’s more information about the mutual exchange process on our website.


Some of our other services continue as they have throughout the lockdown period:

Helping you with money and rent

If you’re worried about your financial situation – we can help. It’s important you let us know as soon as you can, so we can make a plan with you. We can help with benefit advice, making a claim, welfare support and money advice. There’s lots more information and advice here.

Around your neighbourhood

We’re continuing to provide a full communal cleaning services to our blocks. We’ve enhanced this service where needed to make sure that those frequently touched areas such as hand rails, lift buttons and communal door handles are sanitised.

Important safety checks within buildings, such as emergency lighting and fire alarm tests, continue to be done. While we undertake these safety checks, we’ll also be inspecting the block for any urgent repairs that could be a health and safety risk, and may need completing.

We’re also continuing to provide an essential communal gardening service for our customers. At this time, we’ve paused all non-essential works such as our scheme improvement programme. We’ll restart the improvements as soon as we’re able to do so.

Visiting our offices

Our offices remain closed to the public to keep both colleagues and customers safe and well.

However, many of our teams are working remotely to help customers in all the usual ways that we do, with our essential services up and running.

Our contact centre remains open 8am-5pm, Monday to Friday. If you have any concerns or questions, or you would like to find out more about our advice services, please email contact or call 0300 456 2099.

Keeping you updated

Please regularly check our website and social media channels to find all the latest updates on how we are continuing to support you during this unusual time.

We’re also able to keep you updated via email and text message. If you’re unsure if we have your correct details, please email us at

Stay alert, stay safe and get in touch with us if you need help.