Changes to our services

Updated 19th August 2020

Latest Update

We continue to increase the level of service we offer to our tenants whilst doing all we can to keep you, and our staff, as safe as we possibly can.

We have now reinstated most of our 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.

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.

We have the appropriate protective equipment and will take all necessary precautions as advised by the Government, which includes the 2-metre social distancing rule. However, if you feel uncomfortable with us entering your property and we’re unable to, for example, carry out gas servicing/repairs due to the coronavirus outbreak, we will provide you with a special card which will enable us to book a future appointment at a safe and convenient time. This will need to be within 12 months of the last inspection.

Please see the below table for a full list of our emergency repairs and our response to those repairs:


Gas and electricity

We are aware that many of you have pre-payment meters for either gas, electricity, or both in your home.

If you are impacted by the coronavirus, such as being in self-isolation, and means you are unable to have enough credit on your meter, it is important to speak with your energy supplier.

If you need further information or have any concerns, please contact us on 01508 53200 or

Drains and sewers

Please do not flush anything other than toilet paper down your toilet as it will cause it to block. Products such as baby wipes, kitchen towels, wet wipes will clog the drain system not only in your home but could possibly affect your neighbours. Please visit Anglian Water’s website for more information 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.


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