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COVID-19: our services and commitment to you

Following the safe reintroduction of a number of our customer-facing services in May, from Monday, 13 July, we have taken further steps to ensure nearly all of our services are returned to normal.

All our services comply fully with the government’s guidance on managing the risk of COVID-19 and the safety of our customers and staff remains our number one priority.

Take look at our latest service status roadmap below.

Service status road map 

Our current service status from can be found below:

UPDATE: 
Following the prime minister's annoucement confirming that England will enter into a second 'lockdown' period on Thursday 5 December, we can confirm that our services will continue to be delivered as before. All our teams will be adhering to the strict COVID-secure measures we put in place when we re-introduced our affected services in the summer to make sure we protect you and our colleagues. You can find a full list of our serivces If need to report a repair or any other service, please visit your MySalix account.

 

Salix Homes service status roadmap

Services available during second lockdown period (from 5 November 2020)

Our services will be delivered as before during this second lockdown period and include:

  • A full repairs service, including urgent and non-urgent repairs appointments
  • Physical estate inspections from our Neighbourhood Teams
  • A grounds maintenance service
  • A caretaking and cleaning service in our blocks and communal areas
  • Patrols and responses to noise nuisance and anti-social behaviour issues
  • Continued planned improvement work to our buildings through our partner contractors
  • Building safety inspections
  • Gas safety inspections
  • Income management and advice
  • Support for vulnerable residents
  • We have however temporarily suspended any face to face appointments at our head office during this period.

As with any organisation during these times, there may be occasional disruption to some services where colleagues may need to self-isolate in line with government rules which may unfortunately result in appointments being rearranged at short notice. We would like to apologise in advance if this happens, but hope you can understand that we take yours and our colleagues health seriously.

 

Services reintroduced on 13 July 2020:

  • A full repairs service, including accpeting new non-urgent repairs appointments
  • Physical estate inspections from our Neighbourhood Teams
  • Face-to-face customer appointments at our head office, Diamond House, when essential and booked in advance

Services reintroduced on 1 June 2020:

  • A more thorough grounds maintenance service, including regular grass-cutting
  • A more frequent caretaking and cleaning service in our blocks and communal areas
  • A greater number of repairs being carried out, including a number of outstanding repairs that we have had to postpone. 
  • Patrols and responses to noise nuisance and anti-social behaviour issues
  • Contractors recommencing Improvement work 

Services continued throughout spring lockdown period:

  • Urgent and emergency repairs
  • Building safety inspections
  • Essential caretaking and cleaning in blocks and communal areas
  • Our contact centre
  • Income management and advice
  • Support for vulnerable residents

To help our teams work safely, please continue to stay alert and keep at least a two-metre distance.

In line with government guidelines, the reception at our head office Diamond House, will continue to be closed, with all our office-based teams working from home, however you can continue to contact our freephone number 0800 218 2000 and report issues on www.mysalix.co.uk.

Our commitment to you:

As we resume our services, we want to assure you that we have complied in all aspects, with the government’s guidance on managing the risk of COVID-19: