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Michelle’s Update: October 2022


Making sure your home is safe, dry, and providing you with a quality repairs service you can rely on is our priority. This is the case all year round, but it is especially important now we’re stepping into the colder months.

Full repairs service now available

When our services were disrupted by a cyber-incident in June, we began working immediately to restore our systems safely and securely, doing everything we could to minimise the impact to you.

Therefore, I am pleased to update you that due to the work that has gone on behind the scenes to get our systems back up and running, we are now able to resume a full repairs service. This means you can now book a routine repair by phone, as well as through our live chat service or online repairs service.

Please be aware that our phone lines will be busy, and call times may be longer than we would want, therefore you can also use our fast and flexible online services.

Don't forget that if you have any minor repairs around your home, our website contains information on dealing with basic issues, plus a series of repairs and maintenance videos you may find helpful.

We know that it has been a challenging and frustrating time, but we greatly appreciate your patience and understanding as we continue working hard to bring the rest of our systems back.

Supporting you through the cost-of-living crisis

We know that times are tough right now, with the cost of living continuing to rise steeply and its impact starting to bite as we approach winter.

I want to take this opportunity to again reach out to those of you who are struggling or are worried about being able to afford household bills or essentials. Find out more about how we can support you by visiting our money guidance page.

Making your visit to our website more accessible

I want you to have the best possible experience when visiting our website and to be able to use it easily, without any barriers.

Therefore, we have introduced a tool called Recite me, which allows you to customise our website to your needs, including contrast levels, font, translation and a screen reader. For more information, please read our accessibility page.

Your feedback is, as always, vital in helping us to continue to make improvements to our website and ensuring it is as accessible as possible.

We welcome any suggestions you may have as to how we can better improve accessibility across the website. Please get in touch through our online live chat.