Service levels

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 (including Tier 4) 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

In this third lockdown 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 - 4pm 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

Fire safety

Normal service focusing on the most urgent work. More information

Compliance checks

Including asbestos, gas safety, communal electric and water. Normal service resumed.

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

Southern 360 support

We're offering a full service for financial support, heating and energy advice, and employment support - but we're not able to offer home visits at present. We're focused on supporting residents losing jobs, or struggling with their finances, and on coordinating our volunteers and hardship fund to help vulnerable residents. Care and support services on the Isle of Wight continue as usual. More information

Antisocial behaviour management

Services will be delivered remotely other than when visits are essential. More information

Estate Care

We're continuing to provide essential services to our estates. This includes cleaning touch points and services around refuse collection which are vital to keeping estates clean. We are carrying out garden maintenance where possible.

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.

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

Tenancy services

Our teams are continuing to respond to tenancy service requests remotely during this time. If needed, we may ask you to provide any supporting information by email or other electronic means for now but we may ask to see original documentation later when the Covid situation improves and our teams are back working normally.

Sheltered residents

Due to the new lockdown restrictions we’ll be closing the communal lounges in our homes for later life. Our Sheltered Scheme Coordinators will be working remotely, delivering daily welfare calls and visiting the schemes for regular health and safety checks, lettings visits and to check on any major works.

Parking management

Estate parking control services remain in operation so please make sure you or your visitors comply fully with the local parking scheme arrangements where you live as you could receive a fine.

Planned maintenance

We have reviewed the work programme and have identified and prioritised external and communal works. The teams are undertaking a number of preconstruction activities and have already remobilised a number of sites. If you have any concerns about people working in your home please let us know