Our services

Our services are up and running, but please be aware there may still be some delays.

Please take a look at the services below for updates.

We continue to deliver services and of course our staff will continue to use appropriate PPE and will take any other precautions needed to ensure their visit to your home is undertaken safely – for you and them.

If you would like more information on the Government’s plans and rules, you can check on the government website.

Take a look at our COVID-19 policy

Repairs

We continue to deliver all our services, and our staff are still working in a Covid-safe way.

However, we are facing some challenges – as are many other organisations – which mean some of our services are not being provided at the levels we want at the moment.

We are experiencing increased levels of staff absence due to the Omicron variant of coronavirus.  There also continues to be a national shortage of skilled labour and some materials needed for repairs remain hard to source.  Many of our repairs contractors are similarly affected.

We are doing everything we can to minimise disruption.  This includes trying to recruit more staff to deliver repairs.  However we expect these issues to continue for a while, and we appreciate your continued patience if things are taking longer than usual.  As always, we are prioritising emergency repairs and essential services.

If you need to contact us to report a repair, you may find it quicker and more convenient to do this using your MyGuinness account HERE.

Thank you again for your patience.

Help us carry out repairs safely

When we visit to carry out a repair, we ask that you continue to:

  • Wear a face covering when our staff are present
  • Open the windows in the rooms where our staff will be working (if you can)
  • Leave the room where we’re working if you can, or keep a distance of at least two metres.
  • Leave internal doors open, so our staff members can avoid touching anything unnecessarily

Our staff members will continue to wear a face covering and will clean areas where they are working before and after any works are completed.

We will continue to perform legally required health and safety compliance checks, which include your annual gas safety check.  We will contact you directly to arrange an appointment.  It is important that you continue to provide access for Guinness staff and contractors to conduct these checks.  These checks are essential to keep you safe in your home.

When booking and before attending appointments, we’ll ask you some questions about COVID-19, such as whether anyone in your household has been diagnosed with COVID-19 or has symptoms or is self-isolating due to having been in contact with someone who has COVID-19. This is to enable us to take appropriate safety measures.

Mutual Exchanges

We’re accepting Mutual Exchange applications but please be aware that there may be delays whilst we work through the backlog and arrange virtual inspections.

Our transfer service YourChoice is running as normal. You can access this through your MyGuinness account.

Lettings

We are continuing to let homes.

Any property viewings will be unaccompanied to ensure social distancing is maintained (the Customer Liaison Officer will wait outside and will be available to answer questions).  The tenancy sign up process will be completed over the phone with the lettings officer. All required paperwork including signing the tenancy agreement will be completed electronically.

Our transfer service YourChoice is now back up and running. You can access this through your MyGuinness account.

We will be regularly reviewing the situation and will keep you updated with any changes.

Cleaning services

Cleaning and gardening services on our estates and in communal areas are continuing as normal, with staff working with the correct PPE and working to our safety procedures.

Playground areas/communal lounges

Playground areas are open as normal.

Communal lounges in our housing for older people schemes will be open to groups but we do request that you continue to wear a face covering (unless you are exempt) and socially distance where possible when you are moving through communal areas.

Indoor dining in Extra Care Housing restaurants and bistros is allowed, as well as outdoor dining where possible.

We will also make guest rooms available for customers’ families and friends, for acceptable reasons at the local manager’s discretion.

Communal outdoor spaces are primarily for the use of residents. Please continue to be considerate to your neighbours by keeping noise to a minimum and ensuring all areas are left clean and tidy.

Can I speak to my Customer Liaison Officer?

Yes, our Customer Liaison Officers are still able to provide support and information to customers. To help minimise the risk to both customers and staff, we’re encouraging conversations to take place by phone or email wherever possible.

To speak to your Customer Liaison Officer, call us on 0303 123 1890.

You can read our latest letter to customers here.