Service Update 8 July 2020, Survey Results and Webinars

stay safe stay two metres apart

The Government set out some changes to lockdown measures.

From Saturday 4th July, where it is not possible to stay 2 metres apart, guidance allows people to keep to a distance of 1 metre plus. Further information regarding the restrictions can be found here.

We still advise that residents adhere to the 2-metre distance rule on our sites.

For those shielding, from 6 July, the government will be advising:

  • you may, if you wish, meet in a group of up to 6 people outdoors, including people from different households, while maintaining strict social distancing
  • you no longer need to observe social distancing with other members of your household
  • in line with the wider guidance for single adult households (either an adult living alone or with dependent children under 18) in the general population, you may from this date, if you wish, also form a ‘support bubble’ with one other household. All those in a support bubble will be able to spend time together inside each other’s homes, including overnight, without needing to socially distance

The advice for those aged 70 and over continues to be that they should take particular care to minimise contact with others outside their household.

Further details can be found on the website here.


Our priorities for getting back to business are:

  • Safety first – We’ll prioritise the safety of our customers, colleagues and contractors. We’ll take our time to get it right, but make sure we cover the basics fast. We will support colleagues and teams as they work in new and different ways.
  • Understanding – we’ll take time understand and follow the government guidelines. We’ll be adjusting the way we provide services to ensure we are complying with the safety guidelines – taking a step-by-step approach.
  • Listening and communicating – we will consult with residents and colleagues about the longer-term shape of our services. We recognise that we must completely understand what our residents expect, need and want in the covid world. We are working with our colleagues to make sure they have everything they need to be safe.
  • Flexible – We will be flexible and agile about the way we work as we’ll need to respond to a fast-changing environment. We’ll organise our strategies around the government’s COVID-19 alert levels to ensure we have a clear idea of what our service will look like at each of those levels.

Communicating with you

Alongside Southern Housing Group, we’ve set out a timetable for moving towards a new, safe operating model that ensures all services are delivered safely and effectively.

Stage one
May – August 2020: we will set COVID safe protocols and start to remobilise the business

Stage two
September- December 2020: we use this period to set our longer term protocols that will ensure we deliver our services in full

Stage three
January 2021: we be operating our new business as usual

Guidance for Customers

We know these are difficult and challenging times and therefore the safety of our customers and colleagues is very important to us. We will be conducting home visits as safely as possible. Please do not be offended if our staff member is wearing a face covering.

You also have a part to play in the safety of your home visit. We would ask that you note the following:

  • When our staff member visits you and before entering your home you will be asked questions on your COVID-19 status, including whether you or a member of your household have any symptoms or have been exposed to someone who has the virus.
  • During the visit you will be expected to maintain a safe 2-metre distance at all times from our staff member.
  • We would ask that the visit is limited to no more than you and 1 other member of your household. Our staff may choose to end a visit if this requirement is not adhered to.
  • You should consider whether you want to use your own protective equipment, like face coverings and gloves as we will not be able to provide these.
  • Our staff member will be wearing a face covering during the visit. They may also wear additional items such as shoe covers and gloves if the nature of your visit requires this.
  • Our staff member will avoid touching surfaces in your home but they will carry with them a hand sanitiser should this be required.
  • We would ask that you open doors and windows for additional ventilation in advance of our visit.
  • Staff may ask for your consent to take photos or video images to assist with the visit and help reduce the time they need to spend in your home.
  • Our staff member will not close any doors on leaving to avoid coming into contact with surfaces.

Repairs and Maintenance Services

On Monday 1 June, our contractors began to undertake some non-emergency repairs. We are still prioritising some works, and, it is possible that you will experience some delays whilst our contractors deal with repairs already reported to us throughout lockdown. Many non-emergency repairs will fall outside the 28-day period, and returning to our normal service levels before lockdown will be a gradual process, so please bear with us.

For now, gas servicing will continue as normal and again, if this is planned for your home over the next few weeks a pre-appointment check should be made with you before anyone enters your home.

Throughout July, Fire Risk Assessments are a priority so we will be working on these in the coming weeks.

Survey Results

Earlier this year, we sent out resident surveys to 4 of our schemes. We’d like to share the results with you.

Gunters Mead – Satisfaction about Major Works – Roof, Windows and External Decorations
Wardur Court/House – Satisfaction about Works – Biomass Boiler
Raynesfield – Kitchen and Bathroom Works
Abbey Walk – Satisfaction and Post Occupancy

Perception Survey – don’t forget to fill this out!

You should have received a link last week to the Perception Survey, asking you to rate our services. It’s from the Service Improvement Team at Southern Housing Group, who are carrying out the survey on our behalf. Since we are now part of the Group, as residents, you will benefit from accessing their services. We would be grateful if you could fill in the survey before 16 July 2020. Thank you!

If you would like to keep up to date with any news from Southern Housing Group, you can go to their website, or follow them on Twitter.

15-16 July – How to find new job opportunities in the current climate – online webinars for careers, employment advice and guidance with Southern Housing Group

Southern Housing Group has recently announced a series of webinars in partnership with IT recruitment specialists Rethink Group aimed at supporting residents back into employment. For residents based in Surrey/West Sussex and Brighton and Hove, you will be offered the chance to participate in a 90-minute webinar, focusing on the issues you may be facing as well as your aspirations.
Sarah Hampton, Employment Skills Officer at Southern 360, said: “We are really keen to engage with our residents online to offer employment support, advice and guidance, addressing any issues that people are facing at this time.”
“Working online will enable us to reach a wider network and support those who are facing challenges whilst seeking new opportunities or careers.”

For Brighton/Hove-based residents, the webinar will take place on 15 July at 10am. Please see the flyer here to find out more information. To secure your place, email:

For Surrey/West Sussex-based residents, the webinar will take place on 16 July at 10am. Please see the flyer here to find out more information. To secure your place, email:

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