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Coronavirus - information for our customers

 Last updated 3 April 2020

Repairs and services to our customers | Rent and payments | Vulnerable customers | Following the 'stay at home' guidance

These are unprecedented and challenging times for everyone. We know many of our customers will be feeling anxious and uncertain about the coming days and weeks. We have put together information to let you know what we are doing to keep our customers and staff safe.

First and foremost, we want to reassure everyone who relies on us that we will continue to provide the essential services you need.

We are a large organisation with a committed staff. Whilst our offices may have closed, we are able to work with our partners and contractors to review and plan our response daily.

We will continue to review and update this information as the situation changes and as we receive feedback from our customers.

Stay safe and keep well.

Repairs and services to our customers

To ensure the health and safety of our customers and staff, we are only carrying out essential property and resident services to residents during the coronavirus outbreak.

When any of our staff or contractors visit your home for an appointment, they will ask you at the door if anyone in your home is self-isolating. If they are, we will only attend to emergency situations.

If you are self-isolating and you need to cancel a routine appointment, or have an emergency to report, please call us on 0800 3 282 282.

Find out more about the repairs and services we are offering to our customers.

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Your rent and payments 

We understand it’s a difficult and unsettling time. If you are having difficulty paying your rent, or your financial situation changes, the most important first step is to tell us as soon as possible so we can work with you to help.

Find out more about your rent and payments during the coronavirus outbreak.

Information for vulnerable, elderly and at risk customers

There is extra help and support available for vulnerable people, and our teams will be able to advise you what support is available, and how to access it.

Find out more about help for vulnerable, elderly and at risk customers.

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Social distancing and 'stay at home' guidance

We are receiving an exceptionally high number of reports from residents and staff around people not following the Government's ‘stay at home’ and social distancing guidance, which was introduced to stop the spread of Coronavirus.

We strongly encourage everyone to follow this guidance, however we do not have the power to enforce this policy, it is the responsibility of the Police. Therefore, we would ask that any residents and staff wishing to report non-compliance with the government’s guidance make these direct to the Police

Further information about coronavirus

We continue to monitor the daily updates on COVID-19 from the government and the NHS as well as the advice from Public Health England. You may find the following links useful.

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