Information to customers about Coronavirus (COVID-19)

Repairs to homes:

With the easing of lockdown restrictions, our teams are now busy working through the backlog of routine repairs and maintenance. If you are still waiting on a repair, please be assured we are making good progress and will be in touch as soon as possible. The table below shows you the timescales we are working to.

Please be assured that our team will be in touch as soon as we are able to arrange appointments for any repairs currently outstanding – it would be appreciated if customers would avoid calling for updates as this will  allow the teams to focus on the planning required, which in turn will allow us to move back to the usual 28 day routine repair timeframe as soon as possible.

ROUTINE REPAIR TYPE TIMESCALE
Plumbing and electrical

For all new repairs which have been reported from 1st June on-wards, these will be prioritised in date order and urgency.  We will contact you to arrange an appointment by 30th September.

Carpentry

We have a large quantity of carpentry jobs, including door replacements and glazing.  We will be in touch with all customers by 30th September to arrange appointments.

Fencing (including gates)

Fencing work began in July and we have made over 150 appointments so far, up to September.  We will be in touch to arrange future appointments. Please be aware that due to the large number of fencing repairs it will take us up to 6 months to complete all outstanding jobs.

Slabbing

Currently on hold due to social distancing - updates to follow.

Roofing, plastering, brickwork

Work will be completed by external contractors. We are currently tendering for roofing companies and should have them in place by September. Further updates will be posted as soon as we have the contractors in place.

If we need to enter your home, our operatives will follow all the latest government advice and guidance and will maintain a safe distance. We are continuing to carry out annual gas servicing, so our operatives will need to arrange access to homes when these are due.

If you have any symptoms associated with the Coronavirus, it is important that you let us know, so that alternative arrangements can be made. Please contact your Housing Officer or call 0300 111 7000. 

We do reserve the right not to enter a property if it is felt there is a risk.

Thank you for your continued support at this time.

Entering your property:

We have put new processes in place to help protect you, members of your household and our staff from the risk of the Coronavirus. We would really appreciate your support with these new processes.

If a Housing Officer or repairs operative needs to enter your home, if it is not possible for them to wash their hands, they will use hand sanitiser when they arrive and leave the property. 

Could you please ensure you maintain the 2 metre distance from staff and operatives at all times. We also ask that, wherever possible, you leave the relevant doors open, so the operatives can access repairs without having to touch doors, door handles etc.

Vulnerable tenants: 

We want to make sure that we are providing as much support to our tenants as possible, and it is important that we know who is most vulnerable so we can ensure we support you in the most effective way.

Please also look out for your neighbours at this difficult time – if your neighbours are elderly or vulnerable and are also Accord tenants, please let your Housing Officer know if you think they may need additional help or support.


Calls to Customer First and Paying Your Rent:

Our contact centre is experiencing higher levels of calls than usual. We would really appreciate your help during this time, by helping us to reduce the number of calls we can reduce the amount of time customers are having to wait to speak to a Customer First Advisor.

To help with this, please only report emergency repairs or other emergency issues at this time. 

If you normally pay your rent over the phone via Customer First, please call your Housing Officer or our automated telephone payments line instead, on 0844 557 8321 or visit www.allpayments.net You will need your PRN reference from your rent card to hand.

Alternatively your Housing Officer can help you set up a Direct Debit.

Should you have any other queries about your rent please contact your Housing Officer who will be able to assist you.

Contact Your Housing Officer:

You can contact your housing officer directly, by telephone, text message or WhatsApp. A full list of names and contact details for all housing officers can be found here: 

Contacting Your Housing Officer - a full list of names and contact numbers can be seen here

You can read the latest information from Government offering guidance to tenants here.  This website contains some really useful advice about rent payments and reminds you to contact your Landlord as soon as you can to discuss any financial worries or loss of income, so we can help you access benefit advice.

Government Landlord & Tenant COVID - 19 Guidance

There is lots of information on this site, but it’s easy to navigate and has the answers to many of the questions you may have.

Find what you need