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Information for customers about coronavirus

Updated 3 July 2020

Our services

To reflect government guidance in light of the coronavirus pandemic, we're operating differently and have amended our service standards.

Due to the current changes, we’re now reintroducing some of our services in a phased way, putting the safety of our customers at the heart of any plans.

The following FAQs detail the approach and timescales we're taking in different service areas, but we'll always follow these key principles:

  • If we meet you in person we'll adhere to government guidelines relating to social distancing and hygiene/infection control.
  • We'll wear the appropriate personal protective equipment (PPE) for tasks that we carry out, based on current guidelines.
  • We'll do our best to work towards our usual service standards and timescales, but due to current conditions we'll need to be flexible. We'll always put the safety of our customers and employees first.
  • Our head offices will remain closed to the public. Any employees using our buildings to work in will operate in line with the ‘Covid-19 Secure Spaces’ government guidelines.
Take a look at the frequently asked questions we're currently receiving:

In relation to the announcement of the local lockdown in Leicester, we've introduced temporary emergency service standards for the Leicester area. Please familiarise yourself with this guidance, so you’re aware of how we’re operating in this area.

We'll be continuing to monitor the situation carefully and will update this page and our social media channels as and when things change.


In the meantime, please continue to follow the latest government and Public Health England guidance on COVID-19.