As the coronavirus (Covid-19) crisis continues to escalate, our priority remains the safety and wellbeing of our customers, staff and those who work with us; this is at the heart of every decision we make.
In line with government advice, we have been making changes to the way we work and the services we offer. We want to update you on how we’re doing all we can to continue to deliver our core services during these challenging times.
With the latest guidance from government requiring people to stay at home, except for very limited purposes, we are now providing an emergency-only service.
Our offices are closed, with staff members working from home where possible. This includes the closure of our office-based contact centre, with all customer service team members now working from home too.
Practically, we know we won’t be able to answer as many calls, and our repairs and maintenance, and estate teams won’t be able to go out and about as they normally would. However, we are prioritising essential health and safety-related work and services to our most vulnerable, and encouraging customers to get in touch only in cases of emergency. This has helped us to target our resources in the most effective way.
Our colleagues who are carrying out these emergency repairs are following strict health and safety guidelines, and have been given the latest advice and equipment so that all work is carried out safely.
Our finance team is continuing to process payments and invoices from home. We are aiming to get everything processed and paid as normal, but there may be some minor delays, so we'd ask you to bear with us.
We know that many of our customers are worried about financial difficulties during this time. We would like to assure everyone that we are putting in extra measures to provide customers with help and support. No one will be evicted because of the coronavirus outbreak.
As per government guidelines, over the coming weeks we will also be carrying out controlled closures of our development sites to ensure worker safety. We don’t yet know whether these closures will have a long-term impact on project timescales, but we will provide updates when we have them. Our GreenSquare Homes sales offices are already closed.
Moving forward, we will continue to be guided by advice from the government and Public Health England. We want to reassure you that we have robust plans in place to ensure that we are prepared for the numerous and ongoing challenges ahead.
Thank you for your understanding, and for working with us in these new ways in these unprecedented times.