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We’re pleased to let you know that we’re restarting some of our services which were suspended due to the coronavirus. As you can imagine, not being able to deliver services such as general repairs means we’ve a backlog of work. We’ve put plans in place to deal with this as soon as possible so we can get back to our usual level of service.

Here is an overview of what you can expect for key services, such as repairs and grass cutting, over the next few months plus information about how we will keep you safe.

Repairs

The good news we can now start work on repairs due to the change in government guidance on the coronavirus.

We’ve around 3,500 outstanding repairs following the national lockdown. We’ll start making these repairs from Tuesday, June 2.

If you’ve an outstanding repair that you’ve already reported, we’ll get in touch with you to arrange an appointment. Please don’t call us – we’ll call you.

We expect to complete all outstanding repairs by the end of August.

If you’ve a new repair to report, you can do this from Monday, July 6, onwards. The easiest and quickest way to do this is using our online customer portal.

Our phone lines will be very busy over the first few weeks. If your repair is minor it would help us if you could delay reporting this until later in July.

Please report all emergency repairs as usual.

It will take time for us to deal with the backlog of repairs caused by the coronavirus lockdown. This is likely to cause delays to the repairs service for the next few months. We’re aiming to get back to our usual level of service as soon as possible. Thank you for your patience.

Grass cutting

We’ve restarted our grass cutting service and will have visited all 500 sites by early June.

This has been a cut-only service so far. This is because collecting the cuttings and emptying the grass collectors requires our team to work closely together and they’d not be able to follow the social distancing guidelines.

We expect to be able to return to the usual service, including collecting the cuttings, by the end of June.

External maintenance

We’ve restarted our external decoration programme and will start dealing with other external planned maintenance, such as external painting by Tuesday, June 2.

If work planned for your home was cancelled due to the coronavirus, the team will be in touch with you over the next few weeks to rebook it. Please don’t call us – we will be in touch.

Putting safety first

We’re following the latest government guidance on how we deliver services. This is to keep our customers and colleagues safe and to help prevent the coronavirus from spreading. It’s important that we work together on this.

What we’ll do:

• We’ll ask if you or anyone in your household is self-isolating, shielding or has symptoms before coming to your home.
• Our team will wash their hands thoroughly before and after entering your home.
• Our colleagues will wear PPE when appropriate.
• They may ask questions about symptoms before entering your home.

What you can do:

• If possible, stay in another room while we carry out work inside your home.
• Please keep two metres away from our colleagues at all times. If you don’t, our team may leave your home to protect their safety.
• Tell us if you or someone else has symptoms, is self-isolating or shielding.
• Continue to follow the government’s social distancing guidelines.

We’re restarting services as soon as possible and are following the latest safety advice from the government to keep you and our colleagues safe.

Help with money matters

We know that many customers have lost their jobs or been furloughed. Our commitment to you is that no customer will lose their home as a result of the coronavirus. If you’re struggling financially or can’t pay your rent, please get in touch. We’ve a team of money coaches ready to help. Please call us on 0345 366 4404.

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