Our response to the Government restrictions was swift. Within 24 hours we had closed our Head Office and re-engineered our core services. These immediate actions ensured the continued safety of our customers and colleagues along with the ongoing provision of high quality services.
Our customer service teams contacted all customers immediately to reiterate the service delivery changes. This took place via letters to all and specific phone calls to those customers who had pre-arranged appointments booked. The actions we took resulted in no service outage.
The Repairs & Maintenance service currently covers emergency repairs only, but crucially also includes any necessary compliance checks / H&S related work or inspections.
We continue to book in and attend to emergency repairs and are taking all appropriate steps to ensure our repairs colleagues adhere to social distancing guidelines. Emergency repair needs can be reported via our 24/4 number 0300 303 9848.
Our key support services continue to operate remotely with our specialist teams working closely with customers.
We continue to use a wide variety of channels to keep customers and our communities updated throughout this period of uncertainty including our website, social media and printed newsletters.
As we look to the future, work on service mobilisation planning is actively taking place, which will ensure we are ready to re-introduce services over the coming months as when it is deemed safe to do so.