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(Sent to customers at 10am on Wednesday 25 March 2020)


Dear customer,

What a week or so it has been!

We’ve rarely seen a public health crisis of this magnitude and it is understandably a very worrying time for many individuals and businesses.

I wanted to personally reassure you that everyone at Bromford is working around the clock to ensure customers feel supported, and face as little service disruption as possible, throughout what is clearly an unprecedented period.

It is at times like this that I am reminded of our social purpose and, ultimately, the reason all of us at Bromford get out of bed each morning. Investing in homes and relationships so people can thrive is a sentiment which has never felt so relevant or significant. I am proud to say we have an amazing group of colleagues who are pulling together, working flexibly, and in many cases readjusting their home lives to carry on providing the essential services for everyone living in one of our homes.

In light of the Prime Minister’s announcement on Monday where he told people to stay at home in order to protect the NHS and save lives, Bromford has moved quickly to change the way it delivers services. We will continue to operate services in customers’ homes in the following areas:

  • Where one of our engineers needs to attend a customer’s home to complete any emergency or immediately dangerous repair, a gas service, or a priority fire safety work. An emergency repair is classed as something with immediate danger to your safety or that of your property and more information can be found on this page

  • Where we work with care partners to ensure the effective operation of any specialist accommodation for older or vulnerable people. This includes people living in Extra Care housing, Retirement Living and MyPlace accommodation

  • Where we can deliver services remotely, predominantly over the telephone. This consists of our neighbourhood coaches, customer services team and specialist support teams.

I also want to make it clear that as a business centred on people, no customer will be evicted for being unable to pay their rent as a result of coronavirus. We are proud of the honest relationships we have with our customers, so if you are struggling financially please have a conversation with your neighbourhood coach.

You will no doubt have many questions and I would again urge you to continue talking to your neighbourhood coach as you normally would. If you don’t know who your neighbourhood coach is, you can find out here on our website. We have also compiled a list of the most frequently asked questions (FAQs) on our Coronavirus Hub to answer any queries you may have. It covers everything from repairs, to rent, to tips on how to beat feelings of loneliness during a period of self-isolation.

Alternatively, if you still cannot find the answer you are looking for, you can call us on 0330 1234 034, 0300 123 2222 (for customers with a Merlin tenancy), or 01684 272727 (for customers with a Severn Vale tenancy) as we are here to help.

Lastly, I would like to thank you for your support and patience at this uncertain time and ask that you follow the latest government advice around hygiene and staying at home in order to keep your distance from other people. Your ongoing support in helping us respond to these challenges is hugely appreciated and I know that together we will get through this.

Many thanks and take care,





Paul Coates
Executive director of customer experience

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