Changes to our service levels

Updated at 9am on Monday 13 July 2020

We hope you have been keeping well during this time of public health concern, and appreciate your understanding as some of our services haven’t been able to continue in the way you are used to.

At the time of pausing our routine repairs service in March, there were a number of customers who had their appointments cancelled. We will be contacting these customers as a priority from Monday 6 July to rearrange these appointments should the work still need doing. There are 1,500 jobs to complete, so we thank you in advance for your patience while we make our way through this build-up of repairs.

While our offices still remain closed to customers for the time being, we are looking at how we will safely reintroduce our services following the recent changes to the Government’s approach to coronavirus restrictions.

Your health, wellbeing and safety remain our top priorities and as social distancing measures remain in place, we will be reintroducing our services in a phased approach, to protect both you and our colleagues and help control the spread of the virus. And from Monday 13 July, while a lot of our services are back up and running, here’s what’s still to come in our final phase.

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Social distancing and hygiene precautions

Where a member of our team needs to come into your home, we ask you to please comply with social distancing measures and remain 2 metres away from them, moving into a separate room from where they are working if possible.

Please be assured our colleagues have been issued with the appropriate personal protective equipment (PPE) and will follow strict hygiene measures such as washing and sanitising their hands before coming into your home, and wiping down any fixtures and fittings they have touched.

Government update

The Government has issued a letter to all social housing tenants on the advice and support it has put in place at this time to support you, and us as your landlord to help us deliver services to you.

You can read the letter here.

Now live – routine repair reporting through Me & My Home 

Following the latest government guidance on easing COVID-19 restrictions, we’re pleased to let you know that you can now report routine repairs again. With routine repairs having been on hold for three months, understandably there will be a build-up of requests for our teams to work through. This means the different ways you can report a repair will be brought back in phases, with online services coming first.

Phase 1 means that you’ll be able to report routine repairs through your Me & My Home account. During phase 1, Me & My Home will be the only way you can report routine repairs. So if you don’t have an account, you can find out more and register here.