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.
Last updated: Monday 16 November 2020
The safety of our residents, staff and contractors is our number one priority. We work in a Covid-secure way, We fully comply with health and safety guidelines. Every element of our work is risk assessed. We have contacted all residents about our services during the National Lockdown.
Visiting your home
Whenever possible we will be in contact with you by phone, by email, or using digital chat or video calling. If we need to visit your home, you can be assured that we are working in a Covid-secure way.
We risk assess every job and area of our work. All our staff and contractors will wear face coverings when working in your home. We adhere to strict social distancing and our repairs operatives and contractors will ask you to be in another room as they work. You may also wish to wear a face covering to protect yourself and our staff when we are working in your home.
The Government has said that all repairs can continue in National Lockdown if they can be undertaken in a Covid-safe way, so you can report them in them in the usual way. We may need to change our planned work, such as window, kitchen and bathroom replacements but we will assess these on a case by case basis. The reasons we may not undertake some jobs are if we need be in your home for a considerable amount of time, the jobs involve multiple trades working together or there could be supply chain issues. We will contact you individually if this affects you.
Health and safety
We will continue all work that keeps you safe in your home, such as gas safety or electrical checks. It is really important that we are able to come into your home to do this work. In fact the law requires it.
We are running a full grounds maintenance and cleaning services.
We are carrying out site visits and estate inspections to ensure our estates are safe, clean and well maintained.
Vulnerable and elderly residents
We are in contact with our most vulnerable residents. Part of this is ensuring that they are connected with local sources of help which you can read about here.
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.
We will continue to let our homes; during viewings staff will wear face coverings and maintain social distancing at all times. We will complete sign-ups digitally wherever possible.
Registering on the SBHG portal
As a result of colleagues 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.
Please contact us by emailing firstname.lastname@example.org rather than phoning. This helps us focus our support on our most vulnerable and elderly residents.
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.