We wanted to take this opportunity to keep you up to date with our services as we await the next government updates. Our customers and colleague’s safety remain our top priority.
Our services that are available and our services that we are resuming
• Repairs
We are continuing to run a full repairs service, prioritising emergency, and urgent repairs. We are still working to catchup on the back-log pf repairs. For routine repairs, we will continue to look to provide you with our earliest possible appointment date, and we appreciate your continued patience whilst we clear the outstanding repairs.
• Customer Service Centre
Our team have now transitioned back into our offices as government restrictions relax. We appreciate you may still be experiencing some delays in getting through to our teams and we understand this can be frustrating. Whilst we work hard to improve these delays you may find it easier to contact us via email or social media to report your repair.
• Use of communal areas
We are pleased to advise you that we plan to open our communal facilities and spaces once the government ease restrictions which is now due to be reviewed on 19th July 2021. Our local housing teams will be contacting those customers affected at our schemes with specific details for each communal area and the management of these areas once they are reopened.
• Neighbourhoods
As government restrictions relax our Neighbourhood Teams are returning to our communities to deliver both essential and non-essential services for customers.
We appreciate you may still be experiencing some delays in getting through to our team’s whist we respond to the current backlog of requests connected to neighbourhood issues. Whilst we work hard to improve these delays our website provides useful information and guidance on our response to anti-social behaviour and how to access our services.
• Supporting our customers
If you have any concerns, or are struggling to manage and need some help or advice please contact our Tenancy Sustainment team on the following numbers or you can also complete an online self-referral form
West of England and Somerset Duty Line – 01934 526 444.
Devon and Cornwall Duty Line – 01392 302 444.
We know that this is still a challenging time for many of you, so we want you to know that we are here if you need us.
• Kitchen and Bathroom replacements
We are continuing with our replacement programme for kitchens and bathrooms; our teams are planning this work and we ask that you wait for our teams to contact you to discuss your personal replacements.
• Moving home and mutual exchanges
We are accepting mutual exchange requests and our team is working hard to process the large volumes of requests we are receiving. However, these applications may take longer than the normal process. Where possible, we continue to use technology to help with digital viewings and tenancy signups to avoid any physical contact.
• Community development group activities
Our Communities Team are now working out in the community with some limited outdoor activities. All of these are risk assessed and comply with government guidelines.
We will continue to keep you updated on any changes to our service, we appreciate that this has been a challenging time for all of us but we are all hopeful that upcoming announcements from the government will enable us all to start to think about the positives of reconnecting with family and friends and returning to a more normal way of life.