News

This update is for partners and corporate stakeholders, for the latest updates for customers please visit our customer website.

Supporting customers

We are providing as much support as possible to our customers during this difficult time. We are encouraging those who need individual support to contact us about their needs and are continuing to proactively contact customers who may need extra help because of the pandemic.

For any customers worried about their financial situation, we are offering support and signposting through our Tenancy Sustainment team. We are monitoring this closely.

To protect customers, and ensure our properties are available to people who urgently need them, we have re-started eviction proceedings where there is no other option available. Evictions remain paused in line with government advice.

Our anti-social behaviour and domestic abuse services are operating remotely, including the ADAS domestic abuse service for West Berkshire and Oxfordshire, which has effectively managed a significant increase in demand.

Customer communications

All front desk offices are closed to customers, in line with government advice. Residents can continue to contact us through our other usual channels, including the customer contact centre and online.

We continue to issue updates to customers as needed through our website, email and social media channels.

Updates for customers can be seen on our customer website.

Our complaints process is operating as normal.

Property services

Unlike the majority of the sector, we have successfully maintained our repairs and maintenance service broadly as normal throughout the pandemic.

Guidance is in place to ensure customers and staff are protected during property visits, including the use of personal protective equipment (PPE).

Cleaning and property inspections are operating as normal.

There are co-ordinated plans in place between our teams and contractors to ensure we can continue to provide these services, as well as compliance work such as fire and gas safety checks. Essential estate inspections for fire and health and safety continue.

Development and sales

In line with government advice, our directly managed new home construction sites remain open with strengthened health and safety procedures in line with guidance from the Construction Leadership Council.

New home sales will continue and we are offering viewings, as well facilitating occupations.

Lettings

Unless the viewing is urgent, we are offering virtual viewings for social housing and private rented homes. For urgent viewings, such as a homeless person without internet access, we have developed social distancing procedures to allow viewings to take place of properties that are ready to let.

All social housing nominations must have access to an email address as sign-ups and communication will be conducted via Docusign, email and telephone.

Mutual exchanges are taking place with additional guidance in place.

Care and Support services

The majority of enhanced protective steps for vulnerable customers in our care and support schemes have remained in place since March. These include procedures and PPE for staff, restrictions on visitors and reduced movement around schemes. All communal activities and areas, including restaurants, remain closed and a tray service is being provided for meals. We have reintroduced restrictions on non-essential activities such as hairdressing.

Staff are checking on residents regularly and we are working hard to develop ways for loved ones to stay in touch.

Students and Keyworkers

Our student and keyworker accommodation services are temporarily restricted to essential visitor access only where possible. Site offices are closed to visitors except by appointment but can be contacted by phone or email.

We have clear procedures to support students that are self-isolating that have proved to be effective. At present, students who choose to vacate their accommodation will continue to be charged.

Governance

Our Executive Team remains in close contact with the Group Board through our Chair, Ian Cox.

Finance

Payment runs to suppliers are continuing as normal. We have procedures in place should there be any requirement for emergency payments outside our normal weekly cycle.

Our Treasury policy requires the Group to maintain a high level of liquidity at all times and, as a consequence, the Group is well placed during these challenging times.

We will continue to maintain significant liquidity and monitor our financial situation carefully.

Business operations

The majority of staff continue to work remotely where possible.

We are continuing to re-deploy staff whose roles are impacted by government restrictions to positions where they can support customers who are affected by the pandemic.

Additional employee welfare procedures are in place, and all our people are actively encouraged to make use of the support available.

Business contacts

Care and support: Pam Vasir, Director of Supported Housing

Development:

Danny Lynch, Director of Land and Development
Steven Waite, Director of Technical & Commercial
Doreen Wright, Commercial Director (Programme and Compliance)

Housing: Dawn Wightman, Director of Housing

HR: Penny St Martin, Director of HR

Finance: Jason Adams, Assistant Director of Finance

Private rent and leaseholders: Nicki Morrison, Acting Director of Residential Services

Repairs and maintenance – David Lingeman, Director of Property Services

Treasury: Ellie Lodge, Director of Treasury