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Service Delivery Update for Customers


As you are aware, we have been following the Government guidelines on managing and providing services during the Coronavirus outbreak and supporting the NHS by ensuring we don’t place any extra burden on their resources.

Our initial plan focussed on diverting our staffing resources to ensure business critical services were delivered, our older and vulnerable residents were protected, and enhanced cleaning programmes were implemented in offices and Independent Living Schemes to prevent and control infection.

We are now working hard on recovery plans and piloting ways to reintroduce services whilst ensuring we still following Government guidelines, including social distancing.

From 20th May 2020, we will be re-introducing some of our Grounds Maintenance services, cutting the larger grassed areas first and communal garden spaces. We will also be increasing our visits to communal areas and staircases, removing any objects that might cause a problem or obstruction.  It will take several weeks for the standards on our estates to return to normal during this growing season and working under the new restrictions, so we ask for your patience and understanding during this time.

We have been pleased with your positive response to our online services for emergency repairs, housing and rent enquiries and rent payment lines. Although Friday 8th May is a bank holiday our payment line will be open for customers as normal from 8.30am to 5pm.

For any customers experiencing difficulties due to changes in their circumstances, we would urge you to get in touch with us as soon as possible. We are here to help and to put you in touch with the support you need as quickly as we can.

We will continue to review service delivery as matters and guidance changes and to keep you updated.

Thank you for your support and stay safe.