Update - important changes to services due to COVID-19

We continue to be impacted by a number of colleagues having to isolate due to COVID-19 and Test and Trace.

We are pleased to say our colleagues have worked hard to still deliver a high-quality service to tenants this week, however we are expecting our services will continue to be impacted from next week. This week we:

  • Successfully completed 2721 repair appointments
  • Placed 43 appointments on hold due to colleague isolation
  • Rearranged 4 appointments due to colleague isolation

Please be assured we are committed to resolving all issues as soon as possible and we apologise for any inconvenience caused. 

If any scheduled work to your home is directly impacted by any changes a member of the team will be in touch as soon as possible. We will continue to deliver gas servicing and other critical services.

If you have a repair or servicing appointment booked, it’s extremely important you make sure you are home for your appointment. With COVID-19 isolations on the rise in Sunderland, our resources are under pressure and each no access appointment costs Gentoo £50 on average. That's time and resource that could have been better spent elsewhere.

We continue to monitor the COVID-19 situation daily, however, like many other businesses and services, the virus continues to impact our workforce and our ability to deliver services.

Please take care, stay safe and continue to follow the Government’s COVID-19 guidelines.