*Emailed to customers with a registered email address on Friday 25 February 2022*


Dear customer,

February has felt like an eventful month with further eases on the Covid restrictions we’ve become so used to seeing, and some quite remarkable examples of the Great British weather living up to its unpredictable label.

I’m pleased to say that my own new year’s resolution around having a technology detox before bedtime is going strong and I hope you are also managing to stick to any lifestyle changes you committed to at the beginning of the year. This month I want to focus on the performance of our services and how by working together, we can weather the very real impact of the well-publicised rises to energy and other household bills.

We’ve been honest with you about some of the challenges we’ve faced in the past 12 months around attending to your repair in a better timescale. And whilst some of those challenges remain, I’m glad to report that we are making real progress towards offering the kind of service you rightly expect.

Director of service delivery, Darron Cox, is back this month having returned from paternity leave. Here he updates you on the progress we’ve made, the appointment timescales you can expect, and the things we are doing to ensure we continue with these positive steps. Please do give his short video a watch below.

This part of winter usually throws up some surprises in terms of adverse weather conditions but it’s probably fair to say the last fortnight has been more unexpected than most. We’ve had Storm Eunice breaking records for wind speed and causing difficulties particularly in Gloucestershire and south Gloucestershire, flooding hitting parts of Shropshire and Worcestershire, and even a small earthquake in the Birmingham and Walsall area this week.

Whilst we can’t predict what the British weather will do next, customers should know that we have a dedicated severe weather page which provides lots of useful tips and guidance around preparing for and reacting to times of adverse weather, including how we can look after the most vulnerable in our communities. It also reiterates our service levels and the difference between an emergency and non-emergency, so please do bookmark it and give it a read.

Unfortunately the cost of living is increasing for all of us, so please remember to reach out to your neighbourhood coach if you have genuine concerns over your finances or paying your rent as we are always here to help. And whilst it does feel like most bills are rising, our ongoing Money Matters campaign will continue to signpost the latest information and advice on how customers may be able to make savings in other areas.

For example, did you know that those on low incomes can qualify for a special social tariff with six of the UK’s largest broadband providers, including BT Home and Virgin Media? In some cases broadband packages can be cut by half just by making a simple phone call and proving eligibility so it’s always a good idea to check whether you could benefit.

Thank you for all of the amazing share the love entries you submitted last month and regardless of whether you entered, I hope you enjoyed some quality time with a loved one around Valentine’s Day. Submissions ranged from a kind-hearted customer in Fradley who cooks meals and regularly checks in on her elderly neighbours, to a single mum and business owner whose house is a hive of activity with children from the local area – it was so difficult to pick a winner!

My personal favourite, however, was the inspirational tale of James Irvine and his wife Emma who in their 10 years together have faced more challenges than most couples do in their lifetimes. The catalogue of misfortune started when Emma was diagnosed with heart failure when she was still a teenager and then about seven years ago, her heart stopped twice during a full hysterectomy operation to remove ovarian cysts.

As if that wasn’t enough, a consultant at Royal Papworth Hospital then told her she needed an urgent heart transplant as it may not hold out for another year. Thankfully the operation went well and her health is improving with James sticking by her side throughout it all, culminating in their marriage three years ago. James says going through so much in such a short period has brought them even closer as a couple, and Emma will now be spending the £20 Amazon gift voucher on some brand new CDs for her car. I’m sure you’ll agree they are very worthy winners and I wish them every happiness moving forward!

Thank you for again taking the time to read this update. We are always looking at ways to bring you the news you want to hear, so please reach out to me if you have any thoughts or suggestions. I’ll be back in March with another monthly email and I look forward to speaking to you then.



Rohini Mehra
Chief customer officer