Information regarding the impact of coronavirus / COVID-19 on our services

In line with advice from the Government and Public Health England, our customer contact centre and most customer access points remain open. Our reception at Lovell House will close today, Tuesday the 17 March. We are monitoring the situation closely and reviewing our services daily and we will update you if this changes.

If you feel unwell and are displaying any symptoms of COVID-19, which includes a high temperature, or you are coughing repeatedly, please do not visit us. You can access our services online or via the telephone by calling on 0330 355 1000.

If displaying these symptoms you should follow the latest NHS guidance, which is to stay at home for 7 days. You should only call 111 if you cannot cope with your symptoms, your condition gets worse or your symptoms do not get better after 7 days.

Customer appointments 

We are asking that all customers who are currently self-isolating or have tested positive for COVID-19, to let us know when booking a repair or home visit. For the safety of both our customers and our employees we will be calling ahead of any appointments to ask this question and will be asking before all new appointment bookings are made.

As a duty of care to our employees, if you are self-isolating our staff will be following social distancing guidelines, this means they will be wearing protective clothing when they visit and will ask you to remain in a separate room when they are carrying out any repairs or inspections.

For those who have tested positive or are self-isolating, we will still be carrying out emergency repairs, but all routine appointments will be rescheduled and carried out once the isolation period has ended.  

Any appointments with customer support staff such as Place Coordinators, Community Safety and the One Money teams, will continue as normal but we will try to do this via telephone where possible. We will carry out appointments over the phone for any customers who have tested positive for COVID-19, or who are self-isolating, where appropriate. 

Customer events and social activities

We are reviewing any group activities and events across all locations and will provide a further update on this shortly. If you are due to attend one of our events, please check ahead to see if it is still happening.

Communal areas in our buildings

For the moment, our communal spaces in independent living schemes and high-rise tower blocks will remain open for use. We will be limiting the activities taking place and have additional cleaning regimes in place for these areas. We are keeping access arrangements under review as government advice is updated.