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Thank you for helping us deliver our services during the pandemic

Posted on 21 June 2021

As restrictions ease and we gradually start coming out of lockdown, we wanted to thank you for your continued support during the pandemic.

We’re extremely grateful for your patience and goodwill throughout this difficult time, as our colleagues continued to provide you with our services. Thank you for your patience when things sometimes took a little longer than usual. It was essential that we didn’t compromise on your safety and that of our teams, which is always our top priority.

Thanks to your support, we were able to carry out our vital services during the pandemic – whether it was your gas safety checks or increasing our cleaning regimes on our estates and in our supported sheltered schemes.

Our Estate Services team continued to visit all our block and street properties, ensuring that you and colleagues were kept safe. Our teams completed all their inspections and finished the year having completed 100% of the planned inspections.

Our Property Services team continued to provide an almost ‘business as usual’ maintenance and repairs service during the lockdowns. Even where customers were self-isolating or shielding, we were able to provide emergency and essential services, such as gas boiler inspections and servicing, thanks to our processes to put safety first. This meant we were able to carry out 91% of expected repairs during lockdown.

We also delivered a large stock investment programme, including cyclical decorations, replacing bathrooms, kitchens, windows and doors, installing new roofs and carrying out electrical and ‘business as usual’ fire safety works, to 5,500 buildings. This benefited more than 31,000 homes, despite disruption caused by the pandemic.

During the pandemic, so far:

  • We provided hundreds of customers with vital debt advice
  • Along with the help of our specially formed ‘Flying Squad’, our sheltered and supported teams made 32,907 wellbeing calls between April and June 2020, to make sure our customers were safe and well in their homes
  • We completed 1,432 lettings and supported 259 mutual exchanges in 2020/21, making it one of our busiest years
  • Hyde Foundation delivered 7,465 food parcels
  • £956k value of grants were made by Hyde Foundation to individuals and communities.

Paul Singleton, Hyde’s Director of Customer Experience said: “Thank you for helping us keep our colleagues safe: from respecting the space that they needed to maintain for social distancing, right through to letting us know before appointments if you had any Covid symptoms. Your support has allowed us to continue to deliver our services in a very difficult year.”