News & Info

Service Update

Please note: During the 17 day 'fire-break' period from Friday 23rd October at 18:00 until the start of Monday 9th November, we will be operating amended service. For more information, read our latest update.  

 

We are currently in the process of re-introducing services and a letter from our Chief Executive, Joanne Oak has been issued to all customers to outline the timescales for this. 

 

A statement from Joanne on the impact that recent local lock-down will have on how we operate these services is also available for on the news section of this website

 

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

 

We have produced a short video which outlines the 5 steps we will take should we need to come into your home

 

 

 

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

 

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

 

 

 

 

 

 

Our offices

Our office on Tremains Road is closed to the public.

 

 

External repairs and work

We will carry out external repair work that is outstanding from before or during lockdown. Customers who are affected will be contacted, there is no need to contact us.

Our Customer Service Hub will continue to book emergency repairs only when you contact us during this time. 

 

Internal repairs and work

Our repairs team will contact you to arrange appointments for any outstanding internal or External repairs from before and during lockdown. Customers who are affected will be contacted, there is no need to contact us. 

 

Home appointments / face-to-face visits

Appointment in your homes will begin to be agreed if other virtual means are not suitable. 

 

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.

 

 

 

Contacting us

You can contact us via phone, social media or web chat. 

 

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.

 

Reporting New Repairs 

Our Customer Service Hub can arrange any new repairs for you.

 

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 and litter picking around our communities.

 

You will see our caretakers on our estates.  

 

Customers well-being

We will continue to call and check customers' well-being, 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. 

 

Our empty homes

We are working normally in our empty properties.

 

Lettings

We are now letting properties as normal, working with Bridgend Council to let homes as and when they become available.  We are also advertising properties on HomeHunt.   

 

Swapping homes with another tenant

We are allowing people to swap homes.

 

 

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.

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