Keeping our customers and colleagues safe

This week the government has set out the measures in place to support social housing customers, in a letter which brings together the advice and guidance in place at this time.

M0110838 Stay 2 Metres Apart

21 May 2020

We’ve summarised some of the points mentioned in the letter below, and we’ve explained what we’re doing at Thirteen.

You can also read more about what we’re doing for our customers in our Q&A document.

Maintenance and repairs

At Thirteen, keeping our customers, colleagues and communities safe is our priority. We’re currently carrying out a reduced repairs service to ensure our colleagues and customers are safe.

We want to reassure you that we have everything in place to carry out repairs, compliance testing and routine works safely. We’ve worked hard to put additional safety measures in place to protect our colleagues and customers, and we’re following health and safety guidance at all times.

The wellbeing of our colleagues and customers is so important, and during these challenging times we’re continuing to look out for each other.

Our trade operatives have been fully trained in the correct use of personal protective equipment (PPE) and we’re continuing to follow government advice and guidance.

It’s essential that we always practice social distancing, so we’re continuing to remind our customers at all times to remain at least two metres away from our trade operatives and, where possible step into a separate room while we’re in their home.

Gas safety checks

Annual gas safety checks are a legal requirement, so our colleagues are completing these jobs, where it’s safe for us and the customer. If you are shielding or self-isolating, please let us know, and we'll discuss your options with you.

Planned investment

We put our plans on hold, but we’re getting in touch with customers to discuss this, if you we due to receive planned investment work.

Providing a great customer experience remains a priority – and we must keep everyone safe while doing so.

Please watch our short video below, which addresses the safety measures that we've put in place and download our leaflet for more information. 

You can read a copy of the government's letter here.