Together we can keep one another safe

The coronavirus (COVID-19) outbreak has meant that we’re delivering our services differently. We know this isn’t ideal, and we want you to know we’ve been working really hard to continue to deliver core services whilst keeping our customers and colleagues safe.

Now more than ever it’s important we work together, and in doing so we can continue to deliver vital services to keep you safe in your home.

We want to clarify our commitment as your landlord, and what we ask in return from you, our valued customers.

Click below to find out more.

  • Our commitment to keeping you safe

    The safety of you and your home is of utmost importance to us.

    In line with government guidance, our services are in full operation and we are pleased to continue carrying out gas and electrical servicing as well as routine maintenance and emergency repairs.

    We’re committed to keeping everyone safe. Where possible, we will always opt to use digital methods to deliver our services in the first instance. For example, we’ll arrange telephone calls in place of home visits and video calls to carry out repair surveys.

    Where this isn’t possible and we need to visit your home, our colleagues will always:

    • Practice 2m social distancing in line with government advice
    • Carry and use correct personal protection equipment (PPE) where required
    • Wash or sanitise their hands before and after entering the property in accordance with NHS guidelines
    • Wear a face covering and protective equipment where social distancing is not practical, for example when two engineers need to work together.

    Our aim is to keep everyone safe, so our colleagues will politely remind you to join us in practicing social distancing and any other measures needed such as sitting in a separate room with the door closed, whilst they are inside the property.

    We have a duty of care to our colleagues and the communities we serve. We hope this won’t be the case, but in the event that a customer fails to comply with these measures, we may have no option but to abandon the visit and leave the property.

    We know working in this way is not ideal, but together we can help to keep one another safe. Click below to learn more about what we ask of you to help. 

  • What you can do to help

    We’re always on hand to keep you safe in your home. If you need to contact us for a non-urgent matter, we invite you to take advantage of our digital services so we can prioritise our phone lines for emergency and essential needs. Our digital services include:

    If you need a service that would usually require a home visit, we’ll first try to carry this out either by phone or video call.

    Where this isn’t possible and we need to visit your home, we kindly ask you to:

    • Let us know if you or anyone in your household is experiencing symptoms of coronavirus (COVID-19) or have coronavirus (COVID-19), so that we can reschedule your appointment
    • Sanitise the area we will be working in before we arrive
    • Ventilate the room we will be working in/inspecting by opening windows and doors ahead when we call you to tell you we are on our way
    • When we arrive, move away from the front door to enable us to enter while maintaining a distance of 2m
    • Ensure that you, any children and pets stay in a separate room whilst we attend
    • Practice 2m social distancing at all times
    • Avoid approaching our engineers in communal spaces, practicing 2m social distancing at all times

    You can help to keep your home and surroundings safe too, here’s some ways of doing so:

    • Test your smoke, heat and carbon monoxide alarms on a weekly basis
    • Keep communal areas and fire exit routes clear
    • Continue to report any issues that are or could become an emergency or health and safety risk by calling us on 0800 917 6077.

    We value positive working relationships with our customers, so if you have any questions about our services please do get in touch.  

  • Ventilating your home

    Letting fresh air into indoor spaces can help remove air that contains virus particles and prevent spread of coronavirus. 

    Good ventilation also helps reduce condensation, dampness and mould.

    Ventilating your home

    • if you have people working in or visiting your home, let as much fresh air in whilst they are there - especially just before they arrive and after they leave
    • if someone in your home is self-isolating, keep a window slightly open in their room and keep their door closed to reduce the spread of contaminated air to other parts of the household
    • ventilation can be increased by leaving extractor fans in bathrooms, toilets and kitchen areas running for longer than usual with the door closed after someone has been in the room 
    • especially in the winter months, it is crucial that trickle vents on windows are not closed or blocked - keeping these open will have minimal implications on your heating costs.

    Ventilation doesn't mean you have to be cold - opening your windows for just 10 minutes an hour can help reduce the risk and allow the air to refresh. In cold weather, where it may be not be comfortable to leave windows open fully, opening the windows slightly is an option to reduce cold drafts. 

    If you are having difficulty heating your home, you may be able to claim financial help. Find out more at: or call 0800 444 202.