18 Mar 2020

Coronavirus update for customers

Customers will be aware of the current concerns worldwide about the spread of coronavirus.

At GreenSquare, our focus is on ensuring we can continue delivering our essential services – and on how we can reduce/mitigate the risk of spreading the virus. In particular, we want to keep our contact centre and trades DLO teams operational because we know these are the teams many of our customers rely on the most.

We will continue to follow government guidance, monitoring the updates from Public Health England and taking a flexible approach.

We ask all customers requesting repairs, or other visits, to let us know if they are self-isolating or otherwise affected by coronavirus.

Colleagues visiting customers will call the customer they are visiting immediately beforehand, to confirm that there's no reason why the appointment cannot go ahead.

Our customer reception at Methuen Park, Chippenham, will be closed from 18 March 2020 until further notice. Please get in touch using myGreenSquare, email, or phone (full details are on our 'Contact us' page).

From Thursday 19 March our contact centre hours will change to Mon to Thurs 9am-5.30pm, Fri 9am-5pm. This change will mean we can concentrate all our efforts into these core hours. Calls at other times will continue to be handled by our out-of-hours provider.

We know that these are frustrating and unsettling times for everyone.

If you are worried about financial difficulties, we encourage you to get in touch with us straight away – by either emailing us at info@greensquaregroup.com or by sending us a message via myGreenSquare – so that we can offer help and support as soon as possible.

Ruth Cooke, GreenSquare's chief executive, said: 

"We know that some customers may be placed in serious difficulties as a result of the COVID-19 pandemic. 

“If you are worried about financial difficulties, we encourage you to get in touch with us straight away so that we can offer help and support as soon as possible.

"We would like to reassure our customers that we are putting in extra support measures during this challenging time. 

“No one will be evicted because of the coronavirus outbreak.

"We absolutely support the statement given today by the National Housing Federation about this issue (read more here).” 

 

Current NHS advice and information can be viewed here:

https://www.nhs.uk/coronavirus