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Customer Announcement
Due to the upcoming bank holidays, from Friday 29 March to Monday 1 April we will be closed except for emergency repairs.
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5 November 2020

Coronavirus update for our customers - 4 December 2020

An update for our customers
LiveWest logo.

As we all adjust to the latest government guidance, I wanted to write to you to reassure you about the steps we’re taking to manage the risk of the coronavirus.    

We are regularly reviewing the government’s guidelines to help us make the right decisions to protect you, our colleagues and those who work with us.  For the latest government advice please visit here

Our repairs service 
We are offering our full repairs service to customers. We have carried out risk assessments to make sure that we comply with the government’s guidance on managing risks. You can find a list of the repairs we can complete here.     

November 2020 Customer Coronavirus update

Where we need to complete a repair, we will work with you to do this in a safe way. Firstly, we will try to resolve your issue over the telephone. If this is not possible then we will arrange to visit you.  Our teams wear the appropriate PPE equipment to protect you and our teams.  If you have already booked a repair with us but would like to arrange it for a later time, please contact us.  We will be happy to arrange another appointment for you.  

For help with simple things like resetting your boiler and lots more handy tips why not visit our solve an issue page

What to do if you or your family is unwell 
If you have a repair appointment arranged and you, or a member of your family is unwell, then you must let us know, so we can keep you and our teams safe. You should also let us know if anyone in your home has been unwell within the last 14 days. We have put in place special arrangements so that the repair can be completed safely. 

Essential safety checks 
We will be contacting you when your safety check is due and make an appointment to visit your home. You can change your appointment if it is not convenient, but you must allow access for the safety check. If you don't, you could be putting yourself and everyone around you in danger. Please help us by letting our teams in when the safety check is due. Thank you for your help during this time.      

Improvement and replacement work  
If we have already arranged an appointment to carry out some improvement works to your home, such as kitchen, bathroom replacements and replacement of windows and glazing we will still complete this work for you in line with government guidelines. If you would like to change your appointment, then please contact us. For the next four weeks however we will be putting all other improvement works on hold, but please be assured we will get back to you with a new appointment as soon as we can. 

Supporting our vulnerable customers and communities 
We understand that the next month is going to be tough and we want you to know that we are here when you need us. If you are worried at any time give us a call. Our Customer Service teams are here for you - on the phone, online and you can contact us by email.  

Throughout the pandemic we are supporting food projects across the region and so far, we have donated £23,000 to food banks so that families have access to food. We are also continuing to support our customers through our crisis and hardship grants. Since March, we have issued more than £140,000 of grants to over 800 households to help alleviate immediate hardship.  For more information on our grants support, visit our grants page

Are you worried about your rent payments? 
We appreciate that you may be worried about rent payments. We want to reassure you that if you are unable to make a rent payment because you are now on reduced hours, or you have lost your job as a result of the coronavirus, you will not lose your home.   

Please talk to us as soon as you have concerns so that we can work with you to agree an affordable payment plan which considers your individual circumstances. Please speak to your income officer, if you have any concerns. You can find their details here

Moving home and mutual exchanges 
In line with government guidance, you can still move home. If you have been offered a home with us, this move should still go ahead but there may be a delay. If you have already applied for a mutual exchange, this will proceed in the normal way. Where possible we are using technology to help with digital viewings and signups to avoid physical contact.  

If you have given us notice to leave your home and now wish to remain, please contact us as soon as possible and so that we can extend your notice period until after lockdown. 

We will accept new applications for mutual exchanges from 11 January 2021. Our teams will be focussing on supporting some of our more vulnerable customers and processing applications that were placed on hold during the recent lockdown. 

Visitors to communal areas in schemes  
If you live in one of our sheltered housing and extra care schemes, then in line with the latest government advice your friends and family should not visit unless it is to provide you with help or care.    

To protect you and to reduce the risk of the coronavirus threat, communal areas such as lounges and guest rooms will remain closed. We appreciate that it’s going to be hard not seeing some friends, family and neighbours but our scheme managers will continue to be in regular contact with you and help arrange the support you need.  

Our Customer Service Centre  
We’re working hard to support our customers during this time, and all our online and telephone services are operating as normal. It might be taking a little longer to get through to us at peak times. We’re prioritising our most vulnerable customers who need extra help. We will get to you soon as we can, we promise. Thank you for your patience. 

You can find our latest news here on our website, and you can follow us on Facebook.  

In the coming weeks, we will be doing all we can to keep you and our teams safe. We really appreciate your patience and understanding.  

Yours sincerely 

Paul Crawford 
Chief Executive