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


Latest update

We continue to carefully monitor the advice from the government whilst prioritising the safety of our staff and tenants.

We have now reinstated all of our core services as we are confident we can safely adhere to the social distancing measures in place. However, 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. We would like to thank you in advance for your cooperation and patience.

We continue to follow government guidance and our craftworkers adhere to the 2-metre social distancing rule and wear all necessary personal protective equipment or face covering while in your home. For further information about what you can expect from us when we carry out a repair, and what we expect from you, please watch our video here.

Please see the below information about our core services:

  • We have worked hard to remove our backlog of routine responsive repairs and are now operating a full service in our tenant’s homes where access is provided.
  • We have reinstated our internal and external works.
  • We continue to carry out emergency repairs as well as essential compliance testing/servicing relating to gas boilers, legionella and fire.
  • Empty properties – we continue to carry out essential work on our empty properties to bring them back into use as quickly as possible.
  • We have reinstated all of our grounds maintenance services.
  • Mutual exchanges – we have brought back our mutual exchange service.

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 calling 01508 532000 or emailing

We have also introduced a free and confidential Tenant Support & Wellbeing Service which has lots of help and advice. Find out more here.


It is important for us to be made aware of any of our tenants self-isolating, so we don’t put any of our tenants or staff at unnecessary risk and reduce any potential spread of the virus. By being made aware of any tenants self-isolating we can also plan our services. If you have self-isolated, please contact our Customer Contact Team on 01508 532000.

Risk assessment

We have carried out risk assessments in line with Government advice as outlined in their ‘Working safely during Covid-19’ document which can be found 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 at the moment. 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.

There is also further information 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.

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