Coronavirus update - 5 November 2021


05 November 2021

Find out more about how we’re continuing to provide services to our residents during the Coronavirus pandemic.image: Optivo logo

We’re regularly reviewing the situation and will continue to keep you updated.

Find the latest government advice here.

Keeping residents and colleagues safe

We know you may still have concerns relating to the Coronavirus pandemic. We’ll continue to review government guidance. Most national Covid-19 restrictions have been lifted, but the safety of our residents and staff remains our number one priority. 

For this reason, and with high numbers of Covid-19 cases in the community, we’ll continue to follow our current safety measures. This means our colleagues and contractors will continue wearing face coverings and keeping a social distance if they’re in your home.

If you're self-isolating or displaying any Covid-19 symptoms and we’re due to visit your home, please let us know beforehand. This is vital for the safety of our staff and others.

The latest on our resident services

Where we can, we’ll continue to carry out virtual visits with you.

However, following the updated guidance from the government, our Resident Services Team are now able to visit you in your home if needed.

We've now restarted our neighbourhood inspections in our priority neighbourhoods.

image: a person making a repairThe latest on repairs

Over the past few months our teams have been working hard to complete repairs.

We’re still prioritising requests due to the backlog caused by the pandemic.

We’re sorry if you’re still experiencing delays.

We’ve faced a few additional challenges in recent months:

  • The fuel crisis meant our teams weren’t always able to get to appointments
  • A shortage of parts has meant delays to complete some jobs, including lift repairs and door entry systems
  • The national recruitment crisis means it’s taking longer to fill vacant roles. So our teams have been down on numbers. We’re recruiting more staff in order to clear the backlog of work.

Thank you for your patience. We know it’s important to you that we complete your repairs and it’s important to us too. We’re working through all repair jobs and aim to complete them as soon as possible.

Once you report a repair we’ll always respond within 5 working days and usually much sooner. We’ll let you know how long it is likely to take to complete your repair.

The best way to report your repair is on MyAccount. It’s quick and easy to use. Please avoid calling us to report repairs unless it’s an emergency.

If you logged a repair with us that you no longer need, it’s really helpful if you let us know. You can cancel your request through MyAccount, or contact us

Keeping safe

We want to keep you and our teams safe. So if you or anyone in your household is experiencing symptoms of Covid-19 or have tested positive, please let us know before we visit.

The number of Covid-19 cases is rising again in some communities, so we’re continuing to follow safety measures.

Depending on the type of work, our contractors may ask you to stay in a different room or keep a distance of two metres from them while they’re working in your home.

The number of operatives in your home will be kept to a minimum at all times. The operatives may use protective wear if appropriate.

Our surveyors and resident liaison officers will be available to contact at any time if you’ve any concerns.

Image: Independent living scheme residentsLatest guidance for Independent Living

With lockdown restrictions having been lifted by the Government, we've made the decision to open the restaurants and communal lounges in our Independent Living schemes.

The pandemic does however remain a major concern for many residents and staff in our Independent Living schemes. 

That's why we’re advising residents, staff and all visitors to:

  • call through to the resident’s flat using the intercom system
  • ​not to linger in communal areas
  • consider wearing a face-covering in communal areas
  • keep social distancing where they can
  • ensure no more than one person or household in a lift or laundry.

Residents who’ve tested positive and/or are self-isolating must not use communal areas such as laundries and siting rooms. If this is the case, it's important you minimise any contact with other residents and staff.

Any visitors to our schemes should call through to the resident’s flat using the intercom system and not wait in communal areas.

We thank everyone for their cooperation and understanding during this time.