News & Info

Return to full service

Following on from the update on Friday 12th March by the First Minister on the status of the national lockdown, I want to update our customers on the full return of our services.


Given the falling rate of cases of the coronavirus across Wales, and here within the county of Bridgend, and the positive impact that vaccinations is having on controlling the virus, now is the right time for us to resume the services you expect from us. 


This means that from Monday 15th March, we will once again be taking and booking appointments for non-urgent and emergency repair requests from customers and while we will still need to follow social distancing rules, you will also see the resumption of our housing services too. 


If you already have a repair logged with us, there is no need to call again, we will contact you shortly to book this in. For those of you with new repairs to report, we do ask that you bear with us as we anticipate that our phone lines will be busier than normal and the wait might be longer than usual to get through to our teams. 


You can also report new repairs via email at providing your name, address, contact number and repair issue. Please provide as much information as possible and photos can be helpful too.  


It is important that despite the falling transmission rates that we continue to 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 2 metre 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 or a home visit. 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 us 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 at the moment. So we ask if this is the case and you feel that your repair or appointment can wait then 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 full service. 


We are committed to providing the services you expect from us and during this uncertain period we have been working hard behind the scenes to update our corporate plan. As a result of this work and feedback from you in our recent STAR survey, we are placing a review of our repairs journey right at the top of our priorities for this coming year.  


This means that you can expect improvements to how this service is run as we aim to move this from a good service to a brilliant one. 


We will of course, keep talking with you to get your views on how we are doing and continue to use this to help us shape the service you want. 


In the meantime I would just like to thank all of our customers for your patience as we have worked through this difficult period. This has allowed us the time to make the right decisions for both you and our colleagues. 


Thank you and stay safe


Joanne Oak - Chief Executive