Coronavirus service update

27th January, 2022

Following the removal of Plan B restrictions in England, Connexus has reviewed its approach to working in customer homes. Although restrictions have been eased, our safe methods of working will continue. This makes sure we limit the spread of the virus as much as possible; keeping customers and colleagues safe. 

If we need access to your home for a repair or to support you in another way, we’ll explain the precautions you need to take and check that no one in your household has symptoms. In certain circumstances, we may reschedule our visit if you or a household member is self-isolating. If we are due to meet you and someone in your household develops COVID-19 symptoms, please let us know.

Meeting our standards

Working with coronavirus safety measures impacts how quickly we can work, and the level of service we can provide. As a result, we may not always be able to meet some of our performance targets. We apologise for this and are working hard to keep standards high.

Call waiting times

We are still dealing with lots of enquiries about our repairs, housing, support and other services. This means it may take longer than usual to answer calls. Our busiest times are on a Monday, and other weekday mornings. Enquiries can also be submitted through a direct message on Facebook and Twitter, or by using the contact page on this website. Our tenancy support, and care and support services pages also include lots of information about how to manage your home and tenancy and may help with your enquiry.

Repairs and maintenance visits

Our repairs and maintenance teams are providing a routine and emergency repairs service. When we visit your home, we will check no one has symptoms or is self-isolating and wear protective equipment. We may also ask that windows are opened to provide ventilation and fresh air into your home and that you move to a separate room while we carry out work. We’ll also make sure we clean any surfaces we come into contact with.

Certain visits are carried out by contractors operating on behalf of Connexus, who follow Coronavirus safety rules and government guidelines.

Other visits and services

Colleagues from other teams at Connexus may visit you in your home from time to time to provide a service or offer help and support. Where possible teams will try to keep visits short and socially distanced. We may also contact you over the phone instead of visiting.

Connexus also offers drop-in session support in a number of service areas. Our teams will make sure sessions are carried out as safely as possible and venues are suitable for the number of people attending.

Bogus callers

If you are in doubt about someone's identity who is claiming to work for or on behalf of Connexus, always ask to see and check their identification card. If you are still unsure, never allow the person into your home, lock your door and call Connexus on 03332 31 32 33.

More information

For the latest information and guidance on Coronavirus visit the NHS website or Government website