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Coronavirus/COVID19 - updates from the Group Chief Executive

Dear Customers,

Following another challenging week in the fight against Coronavirus, we want to update you on our emergency plan and some changes to our services.

Our plan is working well and thank you to all those customers who have complemented our staff on their response. Its lifted their spirits and been much appreciated.

We would urge you to continue to be kind and patient with them as they are doing their very best to support and keep you and your families safe.

Since the Government introduced a National lockdown our staff have moved quickly to respond by setting up essential services from their homes (whilst maintaining normal data protection arrangements and the safety of customer data) to ensure they continue to run for customers that depend on us.

Our repairs team are continuing to carry out emergency repairs and heating breakdowns. From Monday afternoon this will move to a mobile phone-based service, operated from home by Oakleaf colleagues to free up capacity for existing Call Centre colleagues to support the Monitoring and Response Service for older and vulnerable customers.

Payment lines remain open and customers who are experiencing financial difficulties due to loss of employment or other reasons are urged to contact us as soon as possible. We have a range of services and advice available to help you.

These are unprecedented times and we are doing our very best to keep critical services running whilst keeping our colleagues and customers safe. Any or our colleagues that visit your homes to carry out essential Health and Safety work will be wearing full protective equipment in accordance with Government guidelines. We would ask you to please comply with social distancing guidelines by remaining at least two metres away from them while they are in your home.

We continue to support Wyre Forest District Council to deliver their homeless service following the recent announcement by Government that all homeless people must be housed.

We are working with our Teams to identify volunteers willing to train and provide cover for essential services in the event of any staff shortages and to support customers in any way we can.

We would like to thank you for your continued support whilst we move through this difficult time together and for reducing your contact with the organisation to essential requests only.

We remain in regular contact with the Customer Voice & Assurance Group who are helping us to understand the support needs of customers and how our emergency arrangements are working on the ground.

For the latest information, please continue to visit the news area of our website,, our Facebook page @TCHGhousing or twitter account @tchgroup

Best wishes to you all and we hope you and your families remain safe and well.


Ray Brookes

Group Chief Executive

(on behalf the Board, Directors and Colleagues and the Customer Voice & Assurance Group)