Update on our services

31 January 2022

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

From 27 January 2022, Government regulations around wearing a face covering are lifted.  It is recommended that individuals continue to exercise caution to reduce the spread of Covid. Some testing and self-isolation rules remain in place, and we may still ask about your health when you contact us to make an appointment for someone to visit your home.

If asked please wear a face covering when we visit

Your safety and the safety of our employees and contractors are our highest priorities.  If a member of Guinness staff or a contractor is visiting your home, please feel free to ask them to wear a face covering (if they are not).  Likewise, they may ask you to wear a face covering (unless you are exempt) and to keep your distance during the visit.

We experienced a high level of absence during December and early January, and in order to minimise ongoing disruption to services – in particular our repairs service – if our staff or contractors ask you to take measures to reduce the spread of Covid, we would ask you to respect them.

This also applies when you are moving through communal areas, as well as our employees in these areas.

The repairs backlog has reduced but wait times remain longer due to labour and material shortages

Our teams are still working really hard to get through a backlog of non-emergency repairs following previous lockdowns and wider Covid disruption.  We are pleased to report that significant progress has been made with this and the number of repairs waiting to be done is now at half the level it was at last August.

However we continue to face some challenges – as do many other organisations – which means some of our repairs are still in delay at the moment.  As mentioned above, we have experienced 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 recruiting more repairs staff and our engineers have been working longer hours   

We apologise for any delays that you may be experiencing.  We are doing everything we can to minimise disruption – our repairs engineers have been working longer days and at weekends, and we are trying to recruit more repairs staff and have engaged additional subcontractors where possible.

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.

All our staff are working hard to provide you with the best possible service.  Thank you for your continued patience and courtesy towards our staff.

Please note, the rules on self-isolation have also now changed. You can find out more on the NHS website.