Changes to services during COVID-19

This page details any changes to services as a result of COVID-19. Please check this page regularly for the latest updates.

Repairs and gas servicing

The service is currently dealing with the effects of COVID-19 and continued lockdowns which are challenging for the service. This may affect how we safely deliver repairs to your home and we will keep you informed of any changes to the service, or changes to this policy with regular updates.

Currently the repairs service continues to carry out both urgent and non-urgent repairs where residents are comfortable with us being inside their homes and where they cooperate with the safety measures we have in place to prevent virus transmission.

Operatives will follow the respective COVID Risk Assessments and Method Statement and we make clear to residents both in advance and upon arrival at the property that they must follow the guidance on staying in a separate room and maintaining a minimum distance of 2 metres from them and to notify staff if they or any of their household have COVID or are displaying any symptoms. 

All  DLO staff have weekly lateral flow tests for Covid-19 to protect both staff and residents.

Please continue to report repairs as normal.

For more information, please take a look at SHP's responsive repairs policy.

Is gas servicing going ahead as planned?

We have a duty to make sure that gas services to properties are safe. The Health and Safety Executive has confirmed that routine gas servicing (annual boiler service) must continue. We will continue to contact you to arrange a visit when it’s due.

When our staff arrive, we will ask you to unlock the front door and move into a different room, with the door closed, while the work is done. When we’re finished we will remove and carefully dispose of or clean the protective equipment we have used.

How long will communal repairs take?

If you have reported a communal repair we will aim to complete the work within the normal timescales outlined in our Repairs Guide. If the repair is complex, for example, if scaffolding is required, we will call you to discuss next steps.

What about repairs for residents receiving the Independent Living service?

If you receive our Independent Living service, please call us to discuss any repair issues you have during this difficult time; we may be able to provide you with some additional help and support.

Independent Living: communal lounges and garden areas

In line with social distancing guidelines, communal lounges in our Independent Living schemes are temporarily closed. For your safety and the safety of our staff, coffee mornings and other activities are postponed for now. 

Strict social distancing should also be followed in communal garden spaces, and the use of these should be kept to a minimum to minimise risk. Please remember we all need to follow these measures to help stop the spread of COVID-19 (Coronavirus). 

Your Independent Living Officer can help you get support through social services or with things like food or prescription deliveries. To speak to them, please contact them directly or call us on 020 8915 2000.

Caretaking and groundskeeping

Caretaking and cleaning schedules are continuing as planned, with an emphasis on disinfecting all communal areas. Our caretakers are using disinfectant cleaners for floors; spray and wipes for door handles, bannisters, taps, countertops and all surfaces people tend to touch with their hands. They’re using protective gloves and following guidelines on social distancing.

Please keep at least two metres between you and your caretaking team when you see them. This will help protect you, them and everyone in your community from COVID-19. 

We are also delivering groundskeeping services while observing social distancing guidelines. Groundskeeping staff have been thoroughly briefed on COVID-19, how it spreads and how to protect themselves and others against the virus. 

We are currently prioritising grass cutting over other duties so the grass doesn’t grow too long during the spring, which will help deter vermin later in the year.

Choice based lettings and mutual exchange

We will undertake online sign-ups if residents have access to online services although there will be a requirement for the Housing Manager to arrange to meet with the resident to sign the tenancy agreement and collect the keys to the property. If residents do not have access to online services, the sign-up will be completed in person at Sutton Gate, using safe distancing measures.

Mutual exchanges have now been resumed and standard safety checks will be undertaken at the respective properties in order to meet the approval conditions.