Customer Safety

We are working to ensure that we are following all COVID-19 Government guidance in order to prioritise the safety of staff and customers, whilst providing minimum impact on our services to you.

We are using several methods to help tackle the spread of Coronavirus. These include Risk Assessments, increased hygiene, training, communication and Personal Protective Equipment (PPE).

Risk Assessments

A risk assessment is looking at the hazards and risks, in this case Coronavirus and developing and implementing control measures to reduce the risk to be as low as practicle. You can click here to see a detailed risk assessment and all of our frontline staff have been consulted, communicated with and trained on their individual department risk assessments. In line with the Government guidance we are taking the following approach;

 Eliminate

  • We have reviewed our services and our utmost priority continues to be the safety of both our staff and our customers on the basis that the Covid-19 pandemic is still a threat. 
  • Risk assessments and service re-start plans are already being established, but we must ensure a safe working environment for our staff and we are only opening services we feel are critical or that can be undertaken safely.

Where the task is deemed critical or safe to complete, (click here for our service update) we will take the following actions;

Reduce Risk

  • Maintain 2metre social distancing
  • Increase hand hygiene and cleaning regimes
  • Work from home where possible
  • Provide any necessary Personal Protective Equipment (PPE)  

Isolate Risk

  • Keep employees working alone where possible
  • Travel in separate vehicles where possible
  • Provide any necessary PPE

Control Risk

  • Train on new ways of working
  • Provide additional plant and equipment
  • Provide any necessary PPE

The risk assessments are being constantly reviewed and updated as new guidance is released. We will do all we can to share as much information with you on what measures we are taking and the reasons behind those measures.

We welcome any feedback from our customers on the effectiveness of such measures when they are in place. We also have a robust system for auditing these control measures to ensure that we are following our risk assessments, both internally and externally.

Increased Hygiene

Hygiene both personal and environment has proven to be key in stopping the spread of the coronavirus. We have increased all cleaning regimes within our offices, depots, vehicles and business premises that our employees visit. All relevant employees have been provided with the correct equipment to ensure hygiene can be maintained including antibacterial sprays, antibacterial wipes, and antibacterial wipes along with methods of disposing of the cleaning products.

Training

We will ensure that we train all of our staff with any new measures we put in place. The training will include the briefing of risk assessments, so that they are fully aware of the control measures that must be in place whilst completing their work.

Additional training on any new ways of working including the use of new equipment, PPE, and cleaning/hygiene processes. PPE will be provided to members of our staff for protection where it is deemed appropriate, especially during home visits so that your safety is put first. 

Communication

Where any of our staff or contractors inform us of symptoms or test positive for Coronavirus, we will ensure we do everything reasonably practicable, the member of staff will follow the self-isolation guidance from the Government and we will provide any support they need.

All cases reported to us will be recorded within our Housing Management System to allow us to track cases and manage information given to us. Our customer service hub will be asking questions when we are in contact with customers in line with Government guidelines to ensure protection for our employees and customers.

Personal Protective Equipment (PPE)

PPE are items that our employees can use to help protect themselves and people they meet. These items include items such as gloves, face masks, aprons, and overalls. From our risk assessments we have identified when and where these items are required and we have ensured that it is only as a last resort this is in line with government guidelines and will ensure PPE supplies are available for when they are required.   

Self Isolating & Health

Self Isolating? 

The wellbeing of our customers and colleagues is vital and we are focused on preventing the spread of the COVID-19 in line with Government guidelines. We would ask that if you are self-isolating or have any of the known symptoms listed here https://www.nhs.uk/conditions/coronavirus-covid-19/  that you let us know this when you speak to a member of our team.

Colleagues from the Trust will be making additional checks with customers when making emergency repair appointments to identify any risks to themselves or the wider public. Trust colleagues will also be subject to the same screening when visiting our customers.

If you have changed your phone number or email address recently please contact us to make sure we have the correct contact information on our system. Call us on 0300 303 9848 or Contact us . You can also update your details by downloading our new App click here for more information.

COVID-19 Information for Customers

We understand even as we  have moved to the lifting of Government restrictions, COVID-19 continues to be a worrying situation, the safety of our colleagues and customers is our utmost priority. 

Service Update October 2021

With the latest stage of the England wide lockdown roadmap having taken effect from 19th July we wanted to let customers know how this affects our services. All of our services remain available, more information can be found here.

We have a responsibility to keep our colleagues and customers safe. As Covid rates continue to be high in Cheshire and Warrington we have reviewed our Health & Safety risk assessments and processes and we can confirm all of our existing enhanced H&S processes and practices will continue to be in place for all of our colleagues.

We would also ask that our customers continue to;

  • Wear a mask if our colleagues are working in your homes, if you are able to.
  • Keep a social distance when our colleagues are in your homes
  • Ventilate your home when our colleagues are in your homes

We want to say thank you for your ongoing cooperation, we know that Covid, lockdowns and the associated impacts are frustrating but our number one priority is colleague and customer safety.

Repairs Service Update August-October 2021

We know that Covid continues to be both a worrying and frustrating time for everyone. We want to thank customers for your ongoing understanding during this challenging time. Below is an update about our repairs service.

  • Due to the pandemic we are seeing daily challenges that affect our workforce and customers. We are working hard to resolve the issue as quickly and efficiently as possible. The main priority is always to keep our employees and customers safe. We do have an ongoing backlog of work and are working through this using a risk-based approach, keeping customer and employees safe at all times. This is influencing completion times for repairs which are taking longer to complete than normal, this is especially affecting large plastering works, where our staff would need to be in properties for a number of days. 
  • We continue to book emergency repairs via 0300 303 9848, this service is available 24 hours a day, 7 days a week. You can read more about emergency repairs here. Please note our out of hours call service can experience high call demand and you may need to wait on hold for a short time, there is a call back service available should this occur.
  • We encourage you to book standard repairs via our My Account app. The app is available all week including weekends and uses the same booking system as our phone lines, so appointments over the phone will not be any sooner than those booked via the app. Click here to register.
  • We continue to follow Government guidelines, this means when our staff have to isolate repairs appointments may have to be cancelled at short notice and then re-booked, this is to keep our staff and customers safe.
  • We are experiencing some delays with materials, but we are working hard to source alternative high quality materials, this may affect some appointment timescales.
  • We are actively recruiting new staff to help us with the repairs we have.
  • Our customer hub staff are working between their homes and our Head Office. We'd ask you to bear with our staff as they may have children at home isolating but we are answering your calls and here to help.
  • You can report new routine repairs via our app, click here to download or by calling us on 0300 303 9848.  Emergency repairs (including any necessary compliance checks / H&S related work or inspections) call 0300 303 9848.
  • Our Head Office Our Head Office at Gadbrook Park is now open including our reception service. We are running slightly reduced hours of 9am-4pm for Reception.  All of our services remain available remotely. 
  • Our support teams continue to work a mixture of home and office working. Please visit the service pages on this site for more informartion.