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 some repairs under restrictions, we are working through a backlog so your repair may take longer. We will advise you of this, apologise and thank you for your understanding.
We will prioritise repairs for our elderly and vulnerable residents.
Resident services during the national lockdown
We are running services in line with the Government's restrictions. We carry out all our work in a COVID-secure environment which protects the safety of our residents and colleagues. View our video here explaining what this means for our services.
Repairs and maintenance
We are running most repairs and maintenance services. One exception is planned work such and kitchen and bathroom replacements. If this affects you, we will contact you directly.
We do have a backlog of work which built up over Christmas and for the week before when most of our repairs team, following Government guidelines, had to self-isolate. It was the right thing for our team to self-isolate to protect our residents, themselves and their families. We are pleased that our team is now back at work. We will be contacting all residents shortly with clarity on when their repair will be completed.
Please report repairs to us and we will advise you of the likely timescale for anything that is not an emergency.
Visiting your home
Whenever possible we will contact 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 will wear protective face coverings in your home and communal areas of our properties. We will put on a face covering before we enter your home.
- We will ask you to wear a face covering. If you are unable to do so because you are exempt, we will ask you to relocate into another room while we complete the repair and keep the room where we are working well ventilated.
- If our team feel that a repair or visit cannot be completed safely, they will leave and we will reorganise this repair for a time and situation when it can be completed safely.
We are running a full grounds maintenance and cleaning services.
Health and safety
We 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 carrying out site visits and estate inspections to ensure our estates are safe, clean and well maintained.
Source of help.
There are many local sources of help which you can read about here. If you consider yourself to be a vulnerable resident please call us so we help you get the support that you need.
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.
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.
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.
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
We have complied with the government’s guidance on managing the risk of the virus and operating in a Covid-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.