Photograph of stacks of blue protective facemasks

Our Covid-19 FAQs

How we are continuing to put safety first

15 July 2021

Following the Government’s announcement that legal restrictions put in place during the pandemic will be removed on 19 July, we have considered how Futures should respond. We have also taken into account the latest government guidance on how to minimise the risk of spreading and catching Covid-19 in the workplace. 

We feel that we have a big responsibility for the well-being of our staff and customers so we are continuing to work in much the same way that we have done throughout the pandemic as we want to minimise the risk of infection for everyone.

These updated frequently asked questions explain how we are continuing to adapt in response to the pandemic. If you have any questions for us, please email them to


1. What should I do to avoid catching coronavirus?

We recommend that you continue to follow official medical and health advice and recommendations provided by the Government, NHS and other reliable sources of health information.

While we recognise that it is a matter of personal choice, we are also encouraging our staff and customers to get vaccinated both for their own protection and to help protect others.

We also suggest that you keep an eye on responsible news sources, such as the BBC, to stay up-to-date on developments as it is clear that Covid-19 remains a risk.

Reducing the amount of contact you have with people, wearing face masks and hand washing still seem to the most effective ways of reducing your risk of catching the virus.


2. Can I still log a routine repair or other problem?

Yes. Our repairs service has been operating at normal levels for some time now and will continue to do so unless we are forced to make further changes if, for example, many staff have to self-isolate through being in contact with someone infected with the virus. We will let customers know through our website and social media channels if this happens.

Even though social distancing and wearing face masks will not be legally required after 19 July, we are asking our staff and customers to continue with these measures during home visits. We recognise that people will have more freedom and will use their own judgement about situations where this guidance could be relaxed. This is in line with the latest government guidance on repairs and other similar work being carried out in the home

Please follow the guidance below if you have an appointment with a Futures team member or contractor:

  • If you have an appointment with someone from Futures, or one of our contractors, that must take place in person, please wear a face covering and stay at least two metres (the height of an average door) apart from them during the visit. This is particularly helpful when the appointment is indoors.
  • If one of our repairs operatives has to visit your home, please allow them to use your facilities to wash their hands when they arrive and before leaving.
  • Please leave the room when our operatives are working in your home, to help with social distancing.
  • Please tell our customer services team before your appointment if you or anyone in your family has symptoms of Covid-19, are self-isolating, or if you are in a high risk or vulnerable group.
  • You will also be asked a series of Covid-19 related questions before an operative enters your home, and they may give you further advice based on your answers.

If our employees feel that they are being put at risk by the behaviour of anyone in the household while they are present they have the right to stop working and leave.

3. If I get sick due to coronavirus, will you still come out to do repairs at my home?

Yes but we will only do ‘priority’ or ‘fast’ repairs if a member of the household has tested positive for coronavirus. We ask you to give this information as soon as possible so that we can ensure that our operatives have full PPE and can take precautions to keep themselves safe. We will ask you to isolate in a different room while the work takes place. We will also carry out repairs in a home where household members are shielding for health reasons.

4. Am I at risk of catching coronavirus from your staff visiting me?

Any Futures team member who shows signs of possible infection with coronavirus, or lives with someone who does, is instructed to self-isolate. We are also encouraging any employee who thinks they may have the virus to be tested. Where home visits are necessary, we will carry out a full risk assessment and our operatives will wear PPE.

We are as confident as we can be that we are effectively controlling any potential risk of our employees passing on (or catching) the virus during home visits and you can also play a part in that by wearing a face covering and keeping socially distanced.

If you are self-isolating or anxious about letting anyone into your home you can rearrange a repairs appointment by contacting our customer services team but if you do this and our advice to you is that this is an emergency that needs to be resolved, this will be entirely at your own risk. If the repair poses a risk to life or the property, we may have to undertake the repair.

If you have an appointment for a gas service, you are legally required to allow us access to your home. This is for your own safety and in line with government guidance. If we are not able to gain access to your home on multiple occasions, we may have to consider legal action.

5. What will happen if Futures has to close down due to coronavirus?

We don’t currently see this as a risk. We have continued to work effectively since the start of the pandemic through two national lockdowns and have well developed systems to manage any similar future disruptions.

6. If I am sick and can’t pay my rent, or can’t afford to as I am out of work because of the pandemic, will my home be at risk?

Like other housing associations, our underlying policy is that nobody will be evicted as a result of hardship caused by the coronavirus outbreak. We would encourage any customers with money or work worries to use our money and employment advice services. 

7. If I have special needs or someone in my family does, will you treat our repairs as urgent?

The safety and well-being of our customers and our staff is our number one priority. If you feel that you or a member of your household are at high risk of harm due to a repair need, please make our contact centre team aware of this.


8. Are home moves continuing as normal?

Yes. We simply recommend sensible social distancing and other precautions at any face-to-face meetings that are necessary as part of house moves.

How does the new guidance regarding face coverings affect the supported living schemes’?

All customers in our supported living schemes are being asked to continue wearing a face covering in communal areas, unless exempt for medical reasons, as well as following the usual advice around hand washing and social distancing.

Our staff have been provided with appropriate PPE.

10. What will happen with community centres and communal lounges?

These will continue to remain closed at this time.

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