Responding to latest restrictions – updated 5 January 2021
The new national lockdown will mean changes for all of us in the way we live and work. Having started to remobilise our services to you over the past few months we are now seeing further lockdown measures being put in place that will again impact us all.
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.
Service levels - National lockdown
We will continue to review our services throughout the current lockdown restrictions.
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.
Some of the services we offer are provided by third party suppliers or contractors – these services will be offered while the suppliers are able to safely do so.
Guidance for customers
What to expect if we need to visit your home
Read our COVID19 Viewings Guidance
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.
Complaints during the COVID-19 lockdown:
If you’re unhappy with our service we want to hear from you so we can work together to put this right. You can contact us at service.centre@shgroup.org.uk or on 01403 220440.
Due to the current situation we have had to change the way we manage customer complaints. If your complaint is about the reduction of services during Covid-19, it is unlikely that we will be able to log this as a formal complaint, unless your complaint relates to staff conduct, or exceptional circumstances you think we should be aware of. Although we’re temporarily changing our complaints process, we still want to hear from you and will do our best to deliver services during this challenging time.
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.
