Our response to latest restrictions – updated 25 May 2021

As restrictions start to ease as we approach the next stage of lockdown, it’s still important that we do everything we can to keep you safe and protect the services most important to you. The health and safety of our colleagues and residents still remains a top priority, and we’re working hard to ensure we can deliver our services safely as restrictions continue to ease.

Below you can find further information on how our services are adapting in line with the government’s roadmap:

Service levels - roadmap to lifting lockdown

We are striving to offer a full service but we’re still working on our remobilisation and prioritising emergency repairs and statutory safety compliance work. This means that during the current restrictions some of our services may take a little longer to deliver, or be delivered to you remotely rather than face to face.

Having assessed the current Tier restrictions we believe we can continue to offer as near a full service as possible. As such we continue to work on our remobilisation and prioritise emergency repairs and statutory safety compliance work.

This means that during the current restrictions some of our services may take a little longer to deliver, or be delivered to you remotely rather than face to face.

Find out what to expect if we visit your home

Repairs service

Whilst lockdown steadily lifts we will continue to work hard with our contractors to deliver our full repairs service. It is likely however that we won’t be able to offer the same timescales as we usually would, so many non-emergency repairs will fall outside our previous 10 day response time.

It is also likely that we may have to re-schedule some non-emergency repair appointments to accommodate more emergencies or when we face staff shortages due to illness and/or self-isolation.

We’re working closely with our repairs contractors to monitor the impact on their teams. We will update this page with any changes to our service.

Please bear with us while our teams adjust to the impact of the latest lockdown restrictions.

More information

Customer Service Centre

For logistical reasons, with colleagues required to work from home once again, our Customer Service Centre Hours will be 9am - 5pm Monday to Friday during the current restrictions.

Waiting times may be longer than usual and we encourage you to only call for emergency reasons. Please email wherever possible to service.centre@shgroup.org.uk

Accounts and rent payments

Normal service. If you're concerned about being able to pay your rent please get in touch with us early so we can help. We're reaching out to people newly registering for Universal Credit to see if we can help - More information

Letting our homes

The safety of our customers and colleagues is imperative to us during this difficult time. Our staff will be conducting viewings where it is safe to do so and will be wearing appropriate face covering.

Click here to read our COVID19 Viewings Guidance

You also have a part to play in the safety of your visit - More information

Our priorities for getting back to business are:

Safety first – We’ll prioritise the safety of our customers, colleagues and contractors. We’ll take our time to get it right, but make sure we cover the basics fast. We will support colleagues and teams as they work in new and different ways.

Understanding – we’ll take time understand and follow the government guidelines. We’ll be adjusting the way we provide services to ensure we are complying with the safety guidelines – taking a step-by-step approach.

Listening and communicating – we will consult with residents and colleagues about the longer-term shape of our services. We recognise that we must completely understand what our residents expect, need and want in the covid world. We are working with our colleagues to make sure they have everything they need to be safe.

Flexible – We will be flexible and agile about the way we work as we’ll need to respond to a fast-changing environment. We’ll organise our strategies around the government’s covid-19 alert levels to ensure we have a clear idea of what our service will look like at each of those levels.

We will be posting any updates about our services to our Website, Twitter and Facebook accounts first so please follow or subscribe to make sure you’re up to date.