Our critical service offer

Updated at 1pm on Tuesday 12 May 2020

We wanted to provide you with an update following the changes to the government approach from Sunday 10 May 2020.

We are now in a position where we can begin to look at how we will reintroduce some of our services. However, your health, wellbeing and safety remain our top priorities and as social distancing measures remain in place, we need to establish what changes need to be put in place for our colleagues to allow them to carry out their roles safely before we can do this, to protect both you and them and help control the spread of the virus.

What is the impact on our service levels?

At this time we continue to provide critical services only.

While we need to ensure some of our usual services can be delivered in a safe way before reintroducing them, we are committed to keeping our critical services going and have put plans in place to allow us to continue this over the coming weeks and months of uncertainty.

We will provide an update as soon as we begin to phase some of our services back in.

We are continuing to undertake emergency repairs and need you to work with us to enable these can be undertaken safely. Read more about the repair services we are undertaking due to coronavirus here.

If you have an emergency repair

If you do have an emergency that means someone needs to come to your home, our advisors will need to ask you questions relating to coronavirus when taking your enquiry.

We will ask if you:

  • Have tested positive for coronavirus (COVID-19)
  • Are currently self-isolating
  • Are showing symptoms of coronavirus, such as a new, continuous cough, high temperature or shortness of breath.

If you need an emergency repair or gas safety check, our operatives have been issued with a high standard of PPE and will wash their hands and sanitise before coming into your home and before they leave. They will also wear masks, overalls and gloves. We will ask all household members to be in a different room for the duration of the repair. All masks, overalls and gloves will be safely disposed of.

In line with the government advice on limiting contact with other people, we have suspended all face-to-face contact and continue to communicate via digital services and telephone appointments.

Our housing offices and reception areas closed to the public on Wednesday 18 March. These closures remain in place and we will provide an update when we are able to have visitors in our offices again.

We continue to conduct all appointments by telephone and accept keys and other items with no contact and increased hygiene precautions, but these need to be prearranged by appointment.

Our independent living responders continue to respond to emergencies only.

In the current climate, we will not be carrying out our open spaces grass cutting programme but will aim to maintain the essential services for our older and vulnerable customers where a service charge is currently paid.

Please note, this year’s service charges that started in April 2020 are based on last year’s running costs and Beyond Housing has already paid for this service. This year’s services will be reflected in next year’s service charges costs that will be collected from April 2021.


What may happen next?

We will continue to monitor the developing situation and plan the reintroduction of our services accordingly.

We will keep you fully informed of all changes as they happen and will work with you to ensure the best possible service is available in these difficult times.

Thank you for your co-operation and support in keeping one another safe.