Home > Coronavirus: resuming “new normal” services
On Monday 1st June 2020, with new safety measures in place, we resumed our services.
We are complying fully with the government’s guidance on managing the risk of COVID-19 and the safety of our customers and staff remains our number one priority.
Our “new normal” Services
Our services fully resumed on Monday 1st June 2020. Please note there are revised arrangements in place for the following:
Ending a tenancy – Revised arrangements will remain in place for dropping keys and paperwork
Investment work – We will be in contact with customers directly who are due to have investment work take place in their home
Rent payments – Halton Direct Link (HDL) remains closed. All other methods to pay your rent remain unaffected
Waterfront Point reception – Please note revised opening times below.
We expect it is going to take some time as we adapt to the new normal. We kindly ask that you bear with us as we slowly get back to what we do best – improving people’s lives.
Our colleagues are all following safe systems of work protocols and will wear appropriate personal protective equipment.
Raised a non-urgent repair during the lockdown period?
Understandably, we have received a significant number of non-urgent and routine repair requests during the lockdown period. These requests have been logged and we are now in the process of allocating a Maintenance Technician to complete these repairs for you. We will be making contact with customers over the next few weeks who have raised a repair request to schedule in an appointment to carry it out.
If you have changed your contact information, it’s important that you update your details with us using our app or customer portal or by calling 0303 333 0101 so you don’t miss our call.
Waterfront Point Reception Opening Times
From Monday 22nd June
Our reception is open for pre-booked appointments only on Monday, Wednesday and Friday, 10am – 4pm.
From Monday 6th July
Our reception is open for pre-booked appointments only Monday – Friday, 10am – 4pm.
Showing symptoms or self-isolating?
Please note, we are still asking customers to follow the latest government guidelines and to notify us if they, or anyone in their household has either being diagnosed with Coronavirus, is self-isolating, has any flu-like symptoms, or has any other concerns as to why we should not complete work in their home.
You can still contact us using our main telephone number 0303-333-0101, or customers can still contact us via the app or portal, or via the live chat on here, (see the purple tab to the right) between 10am – 5pm.
In the meantime, we’d like to thank you for your patience and we hope that you and your families are safe and well.
Our Commitment to You:
As we resume our services, we want to assure you that we have complied in all aspects, with the government’s guidance on managing the risk of Covid-19:
Open letter from the Housing Minister, Chris Pincher MP
The Housing Minister Chris Pincher MP has issued an open letter to social housing tenants outlining the Government’s plans to restart society and allow housing services to resume. Please take the opportunity to read the letter.
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