Coronavirus – Advice for our residents

Coronavirus – Advice for our residents

UPDATED: 13 December 2021

We continue to provide services as usual, including in-person appointments at our offices. Your safety and the safety of our employees remain our priority. Our offices and working practices are Covid-secure with risk assessments in place.

As always, we encourage our residents and employees to follow the official Government advice for the public in response to the new variant of Covid-19 (Omicron).

  • Wear a face covering in most indoor public places and on public transport
  • Get tested and self-isolate if required
  • Work from home, if you can
  • Get vaccinated
  • Let fresh air in if you meet indoors. Meeting outdoors is safer.

Covid-19 has not gone away and it is important that we remain cautious.  We will continue to review the information communicated via Government announcements and update this guidance as and when necessary. 

Repairs service

Our repairs service is running as usual and we continue to carry out Emergency Repairs, non-critical repairs, Gas and Electrical Safety checks to your homes.  Our connect contact service is always on hand to take you calls.

When requesting a repair please advise us if you or anybody in household is shielding / vulnerable etc. In households where someone is isolating due to testing positive to COVID – 19 or has been advised to shield, we will only carry out repairs to remedy a direct risk to the safety of the household. In these cases our operative will wear PPE including face mask and gloves.

Help us to Help you

While we have taken the necessary measures for our technicians to work safely in your home there are steps you can take to prevent the spread of the virus.  Please:

  • Confirm that you and members of your household are feeling well when booking an appointment.
  • Allow our technicians access to your home to complete the repair, gas safety check or electrical safety check.
  • Clear any personal items in or around the area our technician will be working on.
  • Maintain a safe distance from our technicians at all times keeping children and pets away.
  • Open windows if possible to allow fresh air to circulate.
  • Wear a face covering if you wish whilst our technicians are working in your home.

Further advice for when we attend a repair or maintenance appointment:

  • Upon arrival our technician will display their official identification
  • They will ask you to confirm that everyone in the house is currently feeling well
  • If our technician needs to discuss aspects of the repair with you, they may ask to speak to you outside of the property.
  • For most routine tasks (where none of the household has symptoms of COVID – 19 or is shielding) our technicians are not required to wear face masks; again this is in line with current Government workplace guidelines.
  • Please do not offer our technicians tea, coffee or other refreshments and do not pass anything to them.

Gas and electrical safety checks

Our gas and electrical safety checks are continuing and we will contact you to make an appointment if your home is due a visit.  We understand that many of our residents may be anxious of allowing our engineers to enter their homes during the pandemic, however, we can assure you that these essential checks are to ensure the continued safety of you and your family. Our operatives will only be required to enter rooms where your appliances are present and will ensure a safe distance is maintained at all times.

Rent payment and money advice

If your income is affected by the coronavirus pandemic and you are struggling to pay your rent, we’re here to help. Please call our Connect contact service, who can arrange for you to speak to our expert money advice team.  We can help you:

  • set up new payment methods if you usually pay by cash and are self‐isolating
  • accept lower payments if you are unsure of your future income
  • issue foodbank vouchers
  • signpost to debt advice
  • complete grant applications
  • make further referrals to local private and volunteer agencies for food provision.

If you are already a tenant of ours, we would encourage you to register for ‘My Jigsaw’ our online services.

Anti-social behaviour

Our tenancy safety team can be contacted, via Connect, to discuss any problems with nuisance or noise that you may be experiencing.

Independent Living and Supported Housing Schemes

Our independent living schemes are COVID secure in line with government guidance and all scheme based employees are working on site. All our communal facilities such as dining rooms and lounges are open. When using communal facilities residents are encouraged to observe a safe distance and be respectful to other residents particularly when inviting external visitors into their schemes.   This is not something we can enforce as we have no legal powers to do so and our schemes are not staffed 24/7.

Supported Housing

Many of our supported housing schemes have on‐site staff providing a 24 hour service.  We are continuing to run these services, albeit on some occasions with reduced staffing levels. We will utilise colleagues from across Jigsaw Support to ensure we maintain our supported housing services, both 24 hour and visiting support.  Our outreach services such as Housing First continue to support complex clients, in line with government guidance on staying safe.

Void works

Adhering to our safe working practices, our operatives continue to work on the refurbishment of our current empty homes to enable them to be ready for when new tenants are ready to move in. 


We continued to let newly built properties handed over by developers from the beginning of the pandemic and carry on as usual with our other homes. Working with local authority homelessness services we ensure we let properties to those in need.

Neighbourhood activities

So far we have been able to carry out certain neighbourhood activities and events subject to Government guidelines to keep you and our employees safe.   Please keep an eye on our website and social media for future updates on Neighbourhood activity.

Grounds Maintenance

Our service is now back to pre-pandemic levels and our team will help ensure the grounds are maintained at the usual high standard.    As always, our main priority is the health and wellbeing of our customers and employees.

Please regularly check our website as we will be publishing further guidance taking account of advice from central Government and Public Health England.

Keep safe and follow the official government advice for the public here.