News & Info

How we will operate during the new-year lockdown

Happy new year…

Following the recent update by the First Minister on the status of the national lockdown I want to update our customers on some changes to our services.


Due to the increase in the number of cases here in Bridgend and the level of uncertainty in the lead up to Christmas we made the decision to move to offering an emergency only service, to protect both our colleagues and customers. 

After careful consideration and conversations with our frontline teams, we will be resuming our services with some adjustments.  This will include emergency and urgent repairs, responding to the current backlog of repairs and resuming other services such as letting properties, home transfers and responding to anti-social behaviour and other housing management issues 


This will be until the February announcement from the Welsh Government and we will only accept new emergency repair requests during this time. This will also apply to our sheltered and supported living schemes too, although repairs in communal areas will be undertaken as normal. 


A full list of what qualifies as an emergency repair is available on our service update page.

While we understand that those of you with new routine repairs will be frustrated, we are asking customers to bear with us as we work through our current backlog of repairs. There has been an overwhelming increase in requests for repairs and we have admittedly been slow in responding to these, but we are asking you to please consider if your repair is essential before contacting us so we can limit contact and play our part in controlling the spread of the virus. We would like to reassure you that we are doing all we can to get our services back up to speed and have pulled together a dedicated team to help us respond to your repairs and concerns. 


It is important during this time that we also do all we can to keep both you and our workers safe, so I am appealing to those of you who have repairs booked with us to please follow the guidance around keeping a safe distance. 


We have pulled together a short video that outlines the 5 Steps we are taking to keep you safe and we ask that you please watch this before we come along to undertake a repair. It is vitally important that we all follow the guidelines as we look to slow the spread of the virus. 


You can find the video on our Youtube channel


If you or someone you live with has symptoms or tested positive please contact as soon as possible to cancel your appointment. We also understand that there will be some of you who may not feel comfortable with us coming into your home at all within the lockdown. So we ask if this is the case and you feel that your repair or appointment can wait until after the lockdown. please contact us on 0300 123 2100 between the hours of 09:00 and 17:00 and we will cancel your current appointment. 


Keeping our customers safe and happy is our main priority and I would like to thank you in advance for your patience and understanding and willingness to follow the safety guidelines as we resume our services. 

We will of course keep you updated on changes as they happen. 


Joanne Oak - Chief Executive