Customer Update 31 March 2020
We hope you are keeping safe in these very difficult and challenging times. As you know we have followed government advice on the Coronavirus (COVID-19) issue to date and will continue to do so. However, we wanted to provide an update to our customers to reassure you that Hera will continue to maintain services where possible within these new guidelines.
In response to Government advice, our offices are now closed, and the team is now working from home where we will continue to support you as best we can at this time.
Hera, and our Swan colleagues, will continue to provide support and deliver property and tenancy management services for all our customers wherever possible to support you.
We remain fully contactable via email on [email protected] via phone 0345 683 8812 between 9am and 5pm Monday to Friday.
Our Repairs Service
In line with Government instructions to limit social contact, our contractors will now be carrying out emergency repairs only to homes and communal areas. These are urgent repairs only such as:
- Loss of heating and hot water
- Loss of power
- Security and boarding-up to secure a property
- Repairs to preserve health and safety, such as trip hazards
All appointments scheduled for non-emergency repairs have now been cancelled. These arrangements have been put in place to help us maintain a safe and secure home for you as residents. New appointments will be agreed once Government restrictions have been lifted sufficiently for contractors to resume non-emergency repairs.
Please continue to keep up-to-date with our response to the situation on the www.swan.org.uk website and at www.Gov.uk and do connect with us on Twitter for the latest updates.
We will continue to provide both communal cleaning and Concierge services (where appropriate) but already these services have had to be adjusted to ensure that our teams can work within both Government guidance on safe working practices and within the latest restrictions on movement. These services will continue along with necessary servicing and maintenance for as long as it is possible to provide this service and in line with Government guidance, given staff and contractor availability.
We would like to thank you for your patience and understanding during this evolving time. We will continue to closely monitor the situation, review and refine services and update residents as the situation progresses. If you require any further clarification, please do not hesitate to contact us.
The Hera Team