Covid-19 service information

Tenant and staff safety is our priority and we're following Scottish Government and NHS Scotland advice.

We’re working safely for our customers

The Scottish Government has lifted most restrictions affecting our services, however, everyone should continue to act carefully and remain cautious, and we continue to review our working practices to ensure safety of our customers and staff.

Whilst the numbers of cases of Covid-19 are dropping, we are still seeing a significant impact from staff and contractors having to isolate as a result of being positive or as a close contact of a positive case.

We will communicate any changes to our services with you and signpost these on this page.

Repairs service update – 22 March 2022

We would like to thank customers for their patience with regards to delayed repairs due to covid restrictions and supply shortages, and apologise for any inconvenience this has caused.

We are back to delivering a full repairs service, however, appointments for routine repairs may be outwith the 10 day target timescales, there are also a number of repairs appointments being cancelled and re-scheduled at short notice. 

This is due to Link Property operatives and sub-contractors being advised to self-isolate. There is also a general shortage of materials like timber, plasterboard and general building supplies.

If we have to cancel your repair at short notice, we will attempt to contact you on the number we hold for you to arrange a new appointment, therefore, it is important you update us of any changes to your contact number. 

You can update your contact details by calling 0330 303 0089 or on the MyHorizon tenant app.

Thank you for your continued patience and understanding.

Reporting repairs

You can report a repair on our website, through the tenant app or by calling 0330 303 0089 (option 2).

When reporting any repair

If you have previously reported a repair or if you are reporting a repair for the first time, you will be asked by the repairs administrators to confirm:

  • No one in your home is isolating due to Covid-19 symptoms, is shielding or is in any of the vulnerable categories. Your response this will determine if/when your repair can take place and the staff will explain this to you during the call.
  • You agree to have operatives working in your home. If you don’t want this, we will ask you to call back when you are happy for the repair to take place.

What you need to do

When our operatives are working in your home, everyone in the household must:

  • Stay in another room from the operative for the duration of the visit.
  • Where this is not possible, for example where you and the operative need to discuss the purpose of the visit, this must be done from a minimum of 2m distance and for as short a time as possible.

What we will do

While our operatives are in your property, they will:

  • Practice good hand hygiene and wear appropriate PPE (personal protective equipment) if required.
  • Always maintain appropriate social distance.
  • Clean down all areas where they have been working.

 

Communal areas

A number of our properties have shared/communal areas. Scottish Government good practice guidance applies to use of these areas. Please speak to a member of staff on site if you would like to find out more.

 

Offices closed

Covid-19 contact information

In line with government advice, our offices are currently closed to all visitors.

We can help you on e-mail@horizonhousing.org or 
0330 303 0089.

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