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Service Update

 


In the following video, Valleys to Coast Director of Operations, Steve Gopal, provides an update to customers on where we are with our repairs services during Covid-19 for the month of August.

 

A full list of list of what qualifies as an emergency repair can be found here

 

 

Thank you for your feedback to our recent ‘Building our future together’ survey. We've listened to your feedback and are in the process of re-introducing some of our services.

 

You told us the best way to share information with you is through email, text message, by letter and with updates on our website. Over the next few months we will be phasing in key services and we will update you through the channels best for you.

 

We will only re-introduce a service when it is safe to do so. The health and safety of our customers and colleagues is the most important thing

 

To make it easy to understand which services are available we will use a traffic light system inline with Welsh Government’s guidance.

 

Our traffic light system means:

 

Red: The service is unavailable

Amber: We can provide part of the service

Green: We can provide the full service - this may look different to our ‘normal’ service

 

 

 

 

 

 

Our offices

Our office on Tremains Road is closed to the public.

 

Home appointments / face-to-face visits

Visiting your home is difficult at the moment and we want to limit the time spent in your home for your safety and our colleagues safety. The only time we will need to come into your home is to carry out work to keep your home safe. All other appointments or queries will be done over the phone or on email.

 

We are currently unable to visit our schemes everyday and  will not be able to meet with customers but you can contact us over the phone.

 

Internal repairs and work

We are unable to carry out any non urgent repairs or planned maintenance in your home. 

 

Swapping homes with another tenant

Keeping our customers safe is a priority to us. To minimise any risk we will not be allowing tenants to swap homes at the moment. 

 

 

 

External repairs and work

We will only be carrying out external work that was planned for before COVID -19. Customers who are affected will be contacted, there is no need to contact us.

 

Our empty homes

You may see us working on some of our empty homes but we are only able to allow one person to work on a property at a time. 

 

Lettings

We are currently working with Bridgend Council to let homes with safety measures in place as and when they become available.

 

 

 

Contacting us

You can contact us via phone, social media or web chat. If you are contacting us about non-urgent repairs we ask you to report these through our social media channels or email. 

 

Paying your rent

You can pay your rent by calling us or online if you are registered with AllPay: http://www.v2c.org.uk/my-home/pay. You can contact us by phone, email or text for support with your rent.

 

New homes

We are continuing to build new homes around the borough but some site visits may be restricted.

 

Money advice

Our Money Matters team can offer you money advice and support over the phone, by email or video call.

 

Estate services

We will continue to provide health & safety checks across our estates and schemes.

 

You may see us out and about grass cutting around our communities.

 

Customers wellbeing

We will continue to call and check customers' wellbeing, if needed.

 

Emergency repairs

We will continue to respond to emergency repair requests in your home to ensure we keep your home safe.

 

Gas and electrical checks

We will continue to carry out an annual service to your gas boiler and testing of the electrical circuits around your home to ensure your home remains safe. 

 

 

 

 

We will continually listen to your feedback, assess the situation and will keep you updated regularly as services change. This page will be updated  regularly, alternatively follow us on Facebook, Twitter or LinkedIn to receive updates from us.