Reporting non-emergency repairs

The quickest and most convenient way for you to report a non-emergency repair is by completing this form. Because we were unable to do non-emergency repairs during lockdown, we are working through a backlog so your repair may take longer. We apologise for this and thank you for your understanding.

We will prioritise repairs for our elderly and vulnerable residents. 

Coronavirus hub

This page is updated regularly  

Poster showing SBHG dhering to the Government Coronavirus workplace measures

Latest update: Friday 18th September 2020

The safety of our residents, staff and contractors is our number one priority. We have contacted residents to let them know about changes in the way we operate. In line with Government guidance, all the services we provide are risk-assessed and, where required, staff wear protective clothing. We will always maintain strict social distancing measures. Although our offices are currently closed, we are offering as near to a ‘business as usual’ service through staff working from home.

 

Resident services

Visits by our operatives

We would like to assure you that your safety and that of our staff is our primary concern. We fully comply with health and safety guidelines and every element of our work is risk assessed. For everyone’s safety, our staff will strictly observe social distancing and we require that you do too.

Your annual gas safety checks, electrical safety checks and other work relating to health and safety are legal requirements to keep you, your family and neighbours safe.  If we, or our contractors, are scheduled to attend your home to carry out this work, it is essential that you give access so this can be completed. If you have any concerns about this, please talk to us beforehand.

 

Reporting repairs
All emergency and compliance work relating to health and safety are a priority. If you are requesting an emergency repair, we will ask if you or anyone in your property is in self-isolation. If the answer is yes, we will advise you of the next stage.

You can report non-emergency repairs by filling in this formBecause we were unable to do non-emergency repairs during lockdown, we are working through a backlog so your repair may take longer. We apologise for this and thank you for your understanding.  We will prioritise repairs for our elderly and vulnerable residents.

 

Grounds and maintenance cleaning services
In line with Government guidance, we returned to a full grounds maintenance and cleaning service on Monday 29 June. If there was a reduction in services where you live during lockdown, this will of course be reflected in the service charge payable. 

 

Vulnerable and elderly residents
We are in active contact with our most vulnerable residents. Part of this is ensuring that they are connected with local sources of help. 

 

Domestic abuse 
If you’re worried that someone might be affected by domestic abuse, we can - in complete confidence - put you in touch with organisations that can support people.

 

Estate visits
Our Neighbourhood Team has restarted site visits and estate inspections to ensure our estates are safe, clean and well maintained. There is not yet a fully restored service here but we are working on this.

 

Health & Safety
We are continuing to carry out gas and electrical safety checks in your home as well as all other safety checks in communal areas. We will undertake the same risk assessments and approach to social distancing as for emergency repairs. Your help in providing access to undertake these safety checks is essential.

 

Financial worries
We know this is a difficult time and there will be financial worries for some people. If you are struggling, or you think your circumstances may change, please contact us as soon as possible. There are numerous ways we can help, such as deferred payments and/or payments in instalments. If you don’t have access to the internet, please phone us. 

We have had some residents querying why we have to keep charging rent at this difficult time and why we have increased our rent. The rents and service charges you pay are our main source of income. These pay for maintaining and managing our existing homes, health and safety compliance, plus services for elderly and vulnerable residents. As a housing association one of our functions is to continue to develop new, affordable housing, particularly while London is so deeply entrenched in a housing crisis. We can only do this if we continue to charge and collect rent in line with our long term business plans.

We do appreciate that the recent increase would never have been welcome news but as our main source of income, we need to invest to continue to operate now and in the future.

 

Registering on the SBHG portal
As a result of staff now working from home, our offices are closed but we are trying to offer as normal a service as possible. If you have not already done so, please register for the SBHG portal on our website. You can check your rent balance and make payments from your smartphone, computer, tablet or other device.  

 

Contacting us
Please contact us by emailing customer.service@sbhg.co.uk rather than phoning. This helps us focus our support on our most vulnerable and elderly residents.

 

Digital tenancy agreements
We are letting homes using a new digital tenancy agreement and sign up process for residents. This removes the need for residents to visit our offices and complete a tenancy agreement in person. Our digital tenancy is secure, compliant and eco-friendly.

 

Government advice

This Government webpage gives clear information: https://publichealthmatters.blog.gov.uk/2020/01/23/wuhan-novel-coronavirus-what-you-need-to-know/

Please read the Government's guidance on what to do if you have the symptoms: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public#what-to-do-if-you-have-symptoms

Staying Covid-19 secure

We have complied with the government’s guidance on managing the risk of the virus and operating in a Covid-19 secure manner when we return to our offices. We have carried out Covid-19 risk assessments and have shared the results with our staff.

 

Collection of personal data related to Coronavirus

There will be instances where we may ask you to tell us if you are self-isolating, have or have had any symptoms of Coronavirus. This could be when you’re booking a repair or when arranging for one of our staff members to visit your property. We will only use this information for the purposes of ensuring the health, safety and wellbeing of our employees, contractors and wider communities.

We will process this information because we have a legal obligation to ensure the health and safety of our employees, tenants and contractors. We don’t keep this information for longer than necessary.

We will not disclose this information to anyone else unless it is necessary to do so to comply with any of our legal obligations or where there is a substantial public interest to do so. For example, we may in some instances have to approach Public Health England, or another relevant statutory body, for advice. Visit our full Privacy Notice to find out more information about how we handle your data and how to exercise your rights.