Covid 19 – What to expect when we carry out a repair in your home

It is really important our tenants and our staff continue to adhere to the social distancing measures in place so we keep each other as safe as we possibly can.

Click on the below image to find out more about what we expect from you when we visit your home and what you can expect from us.


Our services

We continue to follow Government guidance and have measures in place to keep our staff, tenants and the communities where we operate as safe as we possibly can.

We have reinstated all of our core services as the coronavirus infection rates in Norfolk and Suffolk are at a level where we feel we can do this safely.

The services we have reinstated include:

  • Planned maintenance – inside and outside your home
  • Surveys – Total Property Management (TPM)
  • Routine responsive repairs (we are taking bookings for new repairs)
  • Mutual Exchanges
  • Lettings
  • Neighbourhood, Income, Wellbeing and Specialist services – estate and health & safety inspections, and home visits (where it is safe to do so)
  • Contact Care

The other services we are continuing to offer are:

  • Emergency repairs as well as essential compliance testing/servicing relating to gas boilers and electrical, legionella and fire.
  • Empty properties – carrying out essential work on our empty properties to bring them back into use as quickly as possible.
  • Grounds maintenance 

We constantly review advice from the Government, and while we hope there will be no further restrictions, if the number of coronavirus cases rise, we will prioritise safety and our ability to maintain an essential service. This continues to be a challenging time and we are having to adapt the way we work so it may take us a little longer than usual to attend your repair. Thank you for your cooperation and patience.

For further information about our repairs please see the ‘changes to our services’ section.

If you have any questions or concerns, you can continue to contact us in the usual way by emailing or calling 01508 532000. We have also introduced a free and confidential Tenant Support & Wellbeing Service which has lots of help and advice. Find out more here.

Frequently Asked Questions

Please see the below information, which includes a number of frequently asked questions. As the situation changes and develops we will continue to update this page and our Facebook page here.

Concerns about paying your rent

We understand there may be concerns about affordability in light of the current situation.

If you have any questions about your account or would like any support, please speak to our Income Team on 01508 532000 or via

General advice

Please ensure you practice good hygiene by washing your hands frequently, and follow the advice given by the NHS here.

The Government’s roadmap

The Prime Minster recently announced plans for his ‘roadmap out of lockdown’.

The roadmap outlines 4 steps for easing restrictions. Before proceeding to the next step an assessment will be made on 4 tests which includes ensuring the vaccination programme is continuing successfully. The steps are:


You can find out more about the coronavirus pandemic on the Government’s website here.

Changes to our services

Changes to our services

Changes to our services : Find out more

The Saffron app makes it easier than ever for tenants to talk to us about any issue relating to their property.

Saffron Accreditation