Coronavirus: Our services

Last updated: 4th February 2022

From Monday 7th February we’ll be taking bookings for all repairs and you can book a slot via your online account. Please note that we’re expecting a high volume of bookings so it may take a little longer to get an appointment. We thank you in advance for your patience.

You can find below what services we have resumed and updates on services that are still postponed.

We know that there are very difficult times, but we hope that you understand that our staff are working hard to ensure you receive safely, the best possible services during this time.

The Government has made the suggestion to use face coverings “in enclosed or crowded places”, particularly if you are coming into contact with people you don’t normally meet so we are asking our customers and operatives to wear a face mask during visits/repairs to help protect our staff and customers.

 

What maintenance services are we providing?

  • Emergency repairs
  • All repair jobs. You can read more here.
  • Urgent repairs (any repairs that could lead to an emergency repair if left)
  • Communal cleaning
  • Estates maintenance such as grass cutting
  • Works in our empty properties
  • Gas servicing
  • Removal of fly-tipping
  • Fire risk assessments
  • Routine gas repairs (pre-booked appointments)
  • Heating installations
  • Letting our empty garages
  • Lettings of temporary accommodation properties to help tackle homelessness
  • Letting homes and sign up of new tenancies

 

What virtual services are we providing?

  • Answering your enquiries through our call centre
  • The online portal which allows you to pay rent and update your information
  • Rent collection and benefit advice

What services are we currently not providing?

  • Stock condition surveys

We know that this isn’t ideal, but we hope that you understand we have made these decisions in the best interests of our staff and customers.

Keep your eye on this page or our Facebook or Twitter for updates.

To keep our customers and staff safe we are asking you to contact us if you have contracted any symptoms or have been tested positive for Coronavirus and have received a visit within the last 10 days from one of our operatives/subcontractors. 

  

Our Independent Living customers

We’re now carrying out face to face visits with our Independent Living customers as per their support plan. For the safety of both our customers and our staff, our staff are keeping to our allocated risk assessments, which you can find here.

 

Our reception centre

As a result of feedback from our customers and staff, we have decided to permanently close our reception centre at Sheep Street, Wellingborough and will not be having a customer-facing reception. You can find more information about this here.

However, there are loads of other ways for you to get in touch with us:

We ask that if you need to send us anything, you do so via email to customer.services@greatwellhomes.org.uk. If this is not possible, you can send the letter to Floor 5, 12 Sheep Street, Wellingborough, NN8 1BL.

 

Complaints regarding to Coronavirus (COVID-19)

We are sure you understand that all decisions that we are making at this time are in response to the Government and Public Health instructions and that we are operating with the health and safety of our customers and employees at the forefront of all we do.

Whilst we appreciate customer feedback, complaints and concerns on the decisions we have made to our service delivery in response to the coronavirus outbreak, we would ask for your support and understanding during these challenging and unprecedented times.

You can find the Government’s advice and response to the Coronavirus outbreak here: https://www.gov.uk/coronavirus.