Service levels

During the first lockdown we had to suspend certain parts of our service and a backlog built up. We're striving to offer a full service but we’re still working on our remobilisation and prioritising emergency repairs and statutory safety compliance work. 

We rely on our dedicated staff and lots of partners to help deliver our services, from repairs contractors to local authority support and advice. Covid 19 has impacted all in different ways.  These can be operational, logistical or simply human and inevitably lead to change.  

We simply ask that while we all adjust to the environment around us that you give us your patience and in return we will give you our commitment that we will get round to helping you. 

Repairs

From 1 June 2020 we resumed non-emergency day to day repairs. Please book these as normal.

Initially we won’t be able to offer the same timescales as before, so many non-emergency repairs will fall outside our previous 10-day response time.

Please bear with us as our team adjusts to a new way of working.

More information

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 resumed. 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 and those who normally pay in person 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 new to benefits, and on coordinating our volunteers and hardship fund to help vulnerable residents with shopping and provide daily calls for isolated people. Care and support services on the Isle of Wight continue as usual. More information

Antisocial behaviour management

Normal service but no face to face visits. 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.

Tenancy changes

We are offering lettings and mutual exchanges where it is safe to do so. Whilst we work with covid restrictions in place, customers may experience delays in some parts of our processes.

Sheltered residents

We're moving to a more frequent estate based presence.

Parking permits

Parking permit schemes are now back in full operation.

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.

Customer service centre

Our opening hours are currently 9am-5pm and we're taking your calls on urgent matters. Please email where possible service.centre@shgroup.org.uk