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Covid-19 Update - November 2020 - 05/11/2020

News of a second lockdown across England is unsettling. We understand that you may be concerned about how this will affect the services that we provide you.

We want to assure you that we are doing everything we can to continue to provide your services as usual. To do this, we are following Government's guidance and adapting the way we work in some areas as detailed below. We are also keeping a close eye on developments over the coming days and weeks, and we will update you on any changes to services that we need to make.

As always, our key priority remains the safety of our residents, staff and contractors.

Our office is closed

Our office remains closed to residents and visitors, and our staff continue to work remotely. Our Customer Service team is still based in the office to ensure your phone calls are being answered and other staff may use the office for essential work; all will be following strict safety guidelines.


At this stage, it is business as usual. We are continuing to carry out essential health and safety tests, such as annual gas servicing or electrical testing, as well as emergency and routine repairs. Our programme of planned works will also continue.

We will also continue to call you before we come to your home for a repair, and ask if you or anyone in your household has Covid-19 symptoms, whether you are self-isolating or if you would prefer to rearrange your appointment.

To report a new repair, please call us on 0117 9167 777 (Monday to Friday, 8.30am-5pm), send us a message on WhatsApp: 07712 670228 or e-mail us on

Home visits

Our Estate Management Officers will not be making any routine home visits for the moment but they will visit your home in an emergency or life-threatening situation.

Communal areas will continue to be inspected as usual. The fire alarm and emergency lighting systems will also be checked to make sure they are working. Please do not approach our Fire and Communal Safety Inspector about estate problems. We ask you politely to get in touch with your Estate Management Officer about this. If you don't know who your Estate Management Officer is, please e-mail us on and we will be able to send you their contact details.

Working safely in your home

When we visit your home, our staff and contractors will follow the Government guidelines on how to work safely in your home. They will wear appropriate PPE, socially distance and continue to observe the 2-metre rule, and we would like to ask all our residents to do the same. Where possible, they may also ask you to stay in a different room for the duration of their visit and hold conversations outside. 

Paying your rent

We are aware that some households incomes are still affected by the pandemic. If you are worried about paying your rent or have any concerns about your rent, please contact us as soon as possible. The sooner we know, the better we will be able to help you.

More information can be found on our Covid-19 FAQ page

Keep up to date

Check our website,
Facebook and Twitter pages for the latest updates about changes to our services. Alternatively, please e-mail us on or call us on 0117 924 4071.

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