24 Mar 2020

Coronavirus update - change to emergency service

Following the Prime Minister's announcements last night (23 March) we need to make further changes to the way we work and the services we can offer.

As the coronavirus crisis has escalated, our focus at GreenSquare has been on continuing to deliver our essential services – alongside reducing and mitigating the risk of spreading the virus. We have kept our contact centre and repairs and maintenance teams operational because we know these are the teams you rely on the most.

However, the latest guidance from government that requires people to stay at home, except for very limited purposes, means we will now provide an emergency-only service.

Travelling to and from work is allowed "only where this absolutely cannot be done from home" and this means we are closing our office-based contact centre, with team members now working from home.

Practically, we won’t be able to answer as many calls, and our repairs and maintenance and estates teams won’t be able to go out and about as they normally would. Therefore, we are prioritising essential health and safety-related work and services to our most vulnerable. Please get in touch ONLY in cases of emergency. This will ensure we can target and use our resources in the most effective way.

Emergency repairs include (but aren’t limited to):

  • total loss of electricity
  • total loss of water supply
  • any loss of heating or hot water
  • any serious leaks in your home
  • any unsafe or insecure external window, door or lock.

This means that when you contact us, we will ask you some questions to assess and prioritise your repair, so that we can find out the best way to help you, while doing what we need to do to keep everyone safe.

If you call our customer service team and request a repair that does not fall within our emergency criteria, we will ask you to call us back when the current crisis is over, and we will be able to help you then.

We ask all customers requesting emergency repairs, or other essential visits, to please let us know if they are self-isolating or otherwise affected by coronavirus as we need to protect our colleagues too.

Our current contact centre hours are Monday to Thursday 9am-5.30pm, Friday 9am-5pm. Remember you can get in touch with us using myGreenSquare, email, or phone (full details are on our 'Contact us' page). At other times calls will continue to be handled by our out-of-hours provider.

The new restrictions will also mean we stop other limited services we had been continuing; these include any surveyor or housing officer visits, floating support, and estate warden services. We will stop new tenant sign-ups, unless in an emergency, and close our GreenSquare Homes sales centres.

We understand that these are frustrating and unsettling times, but we'd like to thank you for your support and understanding as we work together to play our part in limiting the further spread of coronavirus.