We are carefully monitoring the latest Scottish Government’s coronavirus guidance and advice from the NHS. We would like to reassure everyone that the safety of customers and colleagues remains our priority.  This page has been developed to help customers quickly find out how services may have changed as a result of the pandemic.


Guidance for resident customers

Guidance for customers living in our retirement housing

How to get coronavirus support as an extremely vulnerable person

Guidance for customers with financial concerns

Guidance for visits to our places


Helpful links

The health and wellbeing of our people is our priority. We will do all we can to support our customers, colleagues, clients, contractors and visitors.

We hope by following the advice together we can help reduce the spread of coronavirus (COVID-19).

To help answer some of the most common questions being asked, we recommend you visit our Frequently Asked Questions page

Guidance for resident customers

Repairs

Repairs Services for customers living in our homes are open. To report a repair online please visit our report a repair page. You can also call 0131 657 0600

Customers can raise emergency repairs by calling 0131 657 0600. An emergency repair is any problem that could be a security risk or cause harm to you, another person or to your property.

Call waiting times

Our customer service centre is continuing to experience a high number of calls. As a result, it may take longer than usual to speak to someone. We’d like to apologise for this and thank customers for their patience. 

Gas safety, electrical checks and other essential visits

All gas, electrical servicing, and compliance checks in our properties continues as part of our normal safety testing programme. These services help keep you, your home, and your neighbours safe. We are also visiting properties as part of a stock condition survey throughout 2021 and we will need access to your home.

If you are isolating, we can delay visits, although you must let us know as soon as we can visit again.

Keeping you and your home safe

If we need to visit your home for a repair or provide a service, we will ask additional questions to safeguard you and our colleagues. If someone in your household is self-isolating or has tested positive for the virus, we will only carry out emergency work in certain circumstances.

Teams have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. Our colleagues have anti-bacterial wipes for the surfaces they need to touch. They will ask you to follow social distancing guidelines and stand at a safe distance away, or in another room. We’ll also let you know if you need to take any additional safety precautions while our colleagues are visiting your home.

All trades operatives will show you identification when they visit. Please check this before they enter your home. Once you are satisfied you can leave our colleague or contractor to carry out their work. When the appointment or work is completed, they will let you know they have finished. If necessary, they will see themselves out.

Property lettings 

Our lettings team is using COVID safe ways of working. 

Our viewings and tenancy sign-ups are completed in the same appointment which is done in a socially distanced way with PPE.

If you are looking for a home  

we would encourage you to apply using EdIndex and Home Search. Please see our find a home web page.

Keeping you and your home safe

If we need to visit your home for a repair or provide a service, we will ask additional questions to safeguard you and our colleagues. If someone in your household is self-isolating or has tested positive for the virus, we will only carry out emergency work in certain circumstances.

Teams have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. Our colleagues have anti-bacterial wipes for the surfaces they need to touch. They will ask you to stand at a safe distance away, or in another room. We’ll also let you know if you need to take any additional safety precautions while our colleagues are visiting your home. This may include asking you to wear a face covering. 

All trades operatives will show you identification when they visit. Please check this before they enter your home. Once you are satisfied you can leave our colleague or contractor to carry out their work. When the appointment or work is completed, they will let you know they have finished. If necessary, they will see themselves out.

Meeting our service standards

Working with coronavirus safety precaution has an impact on the availability of our colleagues and the level of service we can provide. As a result, we may not always be able to meet some of our customer service standards. We apologise if this is the case and are working hard to keep levels of service high.

Guidance for customers living in our retirement housing

Colleagues will wear face coverings while in your home and moving through any communal areas such as corridors or lounges. Our team also have suitable personal protective equipment (PPE) and will wear what is appropriate for the task they are completing.

We ask you to wear a face covering when moving through or around indoor communal areas and moving around corridors.

If you are unable to access the essential goods and services that you need and if you have any problems, we will work with you to put a suitable plan in place.

How to get coronavirus support as a clinically extremely vulnerable person

If you are clinically extremely vulnerable, you will have received a letter from the NHS or from your GP telling you this. You may have been advised to shield.

You can find out more on the Scottish Government website.

You can register for updates to your mobile phone through the Scottish Government text messaging service. We encourage you to sign up to this service. This will make sure you receive updates as quickly as possible in the event of new local or national restrictions.

You can sign up by texting your 10-digit CHI number to 07860 064525. You can find your CHI number on the shielding letter you have received. This service is only for people on the shielding list.

Or you can call 0800 111 4000 to speak to someone from your local authority. This is the national COVID-19 helpline in Scotland, and it is free to call. It is open Monday to Friday, 9am – 5pm.

If you are unable to access the essential goods and services that you need and if you have any problems, please contact us and we will work with you to put a suitable plan in place.

Guidance for customers with financial concerns

We encourage customers who may be struggling financially to find out more on the advice and support page.

We are committed to help prevent our customers falling into debt and we will continue to provide advice, support and guidance to customers who may be experiencing difficulty in paying their rent.

We are unable to offer rent breaks however we will work with each customer on a case by case basis to agree an affordable repayment plan.

Guidance for visits to our places

Our places and homes are only open for essential visitors (e.g. essential support, medical practitioners, emergency repair), colleagues and other key workers. Any essential visits to our places and homes will be postponed for the following reasons:

  • you are suffering from a dry cough, fever, breathing difficulties or flu-like symptoms; loss of taste or smell and/or,
  • you have been in contact with someone who has tested positive for coronavirus or is self-isolating.

All other visits will be suspended until further notice.

Supporting your mental health

If you are worried about your own or someone else’s mental health at this time you can find information, help and support here.

More information about coronavirus

The Government information around coronavirus changes frequently. We advise you to keep a close eye on the NHS Scotland website and the Scottish Government website for up-to-date information.

We hope you and your families stay safe and well. Thank you for your continued support.


Published on 17 March 2020

Last updated 20 July 2021

26 April 2021 

Repair updates

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