Our services

Our services are up and running.

We continue to deliver services and will take any precautions needed to ensure visits to your home are undertaken safely – for you and our staff.

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.

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.

Help us carry out repairs safely

When we visit to carry out a repair:

  • You can request our staff members to wear a face covering in your home whilst they undertake the repair
  • 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 from staff members
  • Leave internal doors open, so our staff members can avoid touching anything unnecessarily

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 if anyone in the household has COVID-19 or COVID-19 symptoms. This is to enable us to take appropriate safety measures.

Mutual Exchanges

We’re accepting Mutual Exchange applications.

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 carried out as normal, with a Customer Liaison Officer attending.

The tenancy sign up has now moved to a permanent virtual process, 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 are open to groups as normal.

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.