An update on our services

Wed 13 Jan 2021

Coronavirus update

As the current lockdown continues, here is a quick update on the services we are currently able to carry out.

The healthof our tenants and staff is paramount and a full range of services will resume the work as soon as it is safe to do so.

Here are the services we are currently able to offer:

Contact centre
Our telephone contact centre and repairs line are fully operational with staff answering your calls whilst working from home.

External repairs/Emergency repairs
We are currently carrying out low-risk maintenance outside properties, where our staff can work safely.  We are also operating our usual emergency repairs service.

Grounds maintenance
Our grounds maintenance service is continuing.  However, to ensure we comply with social distancing rules, we are working in smaller teams, so we may take a little longer than usual to complete some jobs.

Outdoor improvement programmes
Our work to install external wall insulation and improve the external areas of our properties continues to operate.

Managing your money
Our Income and Financial Inclusion teams are fully operational to help and advise you if you're having difficulty paying your rent or managing your finances.

New developments
We are currently building new homes at Parc Newydd in Briton Ferry and Melin Close in Melin, whilst we are about to start building at several other sites in Neath Port Talbot.

Cleaning
We are regularly cleaning frequently touched points such as door handles and hand rails in communal areas of our flats.  We are also cleaning the communal areas of our Haven schemes.

Bidding for your new home
Homes by Choice, our weekly bidding system to apply for a new home is continuing. 

Essential safety checks and servicing
The safety checks and servicing of your gas heating appliances and water systems is continuing as normal.

Bidding for your new home
We are still managing viewings and the process of moving in to your new home.

Managing tenancies and anti-social behaviour
We are here to help manage your tenancy or to respond to reports of anti-social behaviour.

Non-emergency internal repairs
Routine and non-emergency repairs inside properties are currently suspended.

Internal improvement programme
We have suspended planned improvement work to the inside of our properties.

Town centre and head office visits
In order to protect the health and safety of our staff, our town centre offices and head office in Baglan remain closed to visitors.  Staff will be pleased to help you with any matter by calling 0300 777 0000.


Keeping safe
The health and safety of our staff and tenants is paramount when dealing with requests for repairs.

If a staff member needs to visit your home to carry out an emergency repair you will be asked the following questions when the booking is made.

  • Does anyone at the property or a member of your extended household have a COVID-19 diagnosis or symptoms, awaiting test results or self-isolating?
  • Is anyone at the property at  high risk?
  • Are you happy for me to visit?

These questions will also be asked immediately before any of our staff enter your home, either via telephone or face-to-face, from a safe distance. This will ensure we have the most up to date information and will make us aware of any changes that may have occurred since the original appointment was made.

In addition to this, staff entering your home will be provided with appropriate PPE to wear.