Covid-19 information

Covid-19 Coronavirus update

The latest about our responses – updated August 2020

The health & safety of our tenants, staff, suppliers and communities continues to be our top priority. We’re starting to get back to normal but still have a few changes to our services.

Service updates

You can book repairs in as normal but please be patient with us as we work through repairs that were reported to us during the lockdown period and those that had booked appointments before the restrictions came into place. 

All emergency and urgent jobs are being carried out within their target dates.

If you contact us, please do not be concerned if we ask you if anyone in your household is currently self-isolating due to Covid-19. This is just so we can work with you to help protect everyone a much as possible and help prevent the spread of the virus.

During all visits to properties, all operatives will be following government guidance and have been provided with PPE. It is essential that we always practice social distancing so we’re continuing to remind you to remain at least 2 metres away from our trade operatives and where possible to stay in a separate room during their visit.

Our gas servicing is up and running, it remains a priority for us as this is a legal requirement.

When arranging a gas servicing appointment our team will ask some questions to make sure we complete the appointment safely. If you’re self-isolating or shielding, it’s important to let us know so we can consider how we safely complete this work. If you have any questions or concerns, you can contact us on 01325 405333 or by emailing us at [email protected]

We have resumed online digital tenancy repairs requests. Appointments will be booked in advance to allow us to work through repairs in priority order. Your digital tenancy is simple and easy to use, you can access it 24/7 365 days a year. You can register [external link], or log in [external link] here.

We have re-introduced the allocations service and have contacted all those applicants who were made an offer prior to the lockdown.

Properties are available for you to place your bid. Please check the applying for a Council home page for available properties.

When arranging a viewing for a property our team will ask some questions to make sure we complete this safely. If you’re self-isolating or shielding, it’s important to let us know. If you have any questions or concerns, you can contact us on 01325 405333 or by emailing us at [email protected]

We are following government guidelines and are currently unable to arrange meetings for some of our regular involvement groups in person. However, we are able to connect with our tenants online and through email. As ever, we want to connect with as many tenants as possible so if you are interested in getting involved and influencing how our services are delivered, please get in touch by emailing [email protected]

Frequently asked questions

Yes, unfortunately, some of our services are still affected but we’re here to help and support customers. We’re taking all the reasonable precautions to protect our customers and colleagues.

Yes, we have resumed a normal repair service albeit we will need a little time to catch up. We want to reassure you that we have everything in place to carry out repairs, compliance testing and routine works safely. We’ve worked hard to put additional safety measures in place to protect our colleagues and customers, and we’re following health and safety guidance at all times.

It’s essential that we always practice social distancing, so we’re continuing to remind our customers always to remain at least two metres away from our trade operatives and, where possible step into a separate room while we’re in their home. We would also kindly ask that the property is ventilated and suitable hand washing facilities are available for the operatives.

Our gas servicing is up and running again. Annual gas safety checks are a legal requirement, so our colleagues are completing these jobs, where it’s safe for us and the customer. If you are self-isolating, please contact as soon as possible so we can discuss your options.

We don’t want anyone to be at risk of losing their home because of the virus. If you’re having difficulties, speak to us as soon as possible, and we can discuss how we can help.

We’re hoping to start this soon, we’re getting in touch with customers to discuss this.

Officers won’t be carrying out any home visits for now, although you can, of course still contact your Housing Officer should you require. You can do this by emailing us at [email protected]

We're still dealing with complaints and anti-social behaviour enquiries, but these will be done over the telephone for the moment, so if you need to speak to us, please report this via our anti-social behaviour referral form.

We are again letting homes. The restrictions on letting our empty homes during lockdown has left us with a backlog of empty properties and priority applications but we are working through these as quickly as possible. Please be patient with us we’re nearly there.

Yes, but we are going to be doing things a bit differently to ensure our customers and colleagues are safe. For the foreseeable future, we’ll be carrying out unaccompanied viewings. Before any unaccompanied viewing we will ask you if you are showing any symptoms of COVID 19 and if you are then obviously the viewing can’t go ahead at that time.

We have contacted those customers who have already let us know they'd like to terminate their tenancy and one of our team will have been in touch to talk through options with them. If you have been waiting for the restrictions to lift before terminating your tenancy, it is important you speak to us as soon as possible and you can do this by contacting us on 01325 405333 or emailing us at [email protected]

Contact us

If you need any more information email [email protected] or call 01325 405333.