The Government has given clear national guidance that we must all avoid travel and social contact unless strictly necessary.
We take the Prime Minister’s announcement of increased restrictions seriously, so the range of services available to our customers during this difficult period is now limited.
Reporting repairs or requesting home visits
Given the current situation our repairs service is now restricted to emergency and essential repairs only. We are constantly reviewing the situation, staff absences and government guidance and will review the situation in the coming weeks. We have already made some changes to help keep staff and residents safe in the following ways:
• If you contact us to report an emergency repair, we will ask you if you or anyone you are living with are ill or self-isolating.
• Where possible we ask if you can photograph the issue and email this to firstname.lastname@example.org for assessment and to give us a clear understanding.
• Works will be assessed, and a decision made if these are emergency/essential works or if they can be postponed until a more suitable time.
• When staff arrive at your home, they will ask if everyone in your household is well before entering.
• When carrying out any repairs, our staff will ask you to leave the room where they will be working if possible.
• We’ve asked our staff to attend in appropriate Personal Protective Equipment (PPE), wash their hands before entering your home and any time they leave.
We’ve asked staff take these steps to help keep them and you safe, and to try to limit the spread of the virus.
Both the Library and Carn Gwaval receptions are now closed to the public until further notice.
• For payments and enquiries contact us directly on 0300 1234 105 (select option 5 if you want to speak to someone locally).
• If you currently make payments in person, please pay over the phone until further notice. If you are unable to pay, please contact us to discuss other options.
Difficulty paying rent due to income loss through Coronavirus
• If tenants are having difficulty paying their rent due to a loss of income as a result of the Coronavirus, please call us as soon as possible on 01720 424441.
• We have made a commitment not to evict anyone in these specific circumstances.
• There have been changes to Universal Credit, which could mean increased options for those of working age. You can find out more about Universal Credit here, please follow the link to find out if you are eligible and to apply online.
• For our elderly tenants, please email email@example.com or call us on 01720 424441 and we discuss your options.
• Government guidance is to avoid visiting friends and family who do not live in your home.
• Our staff will only visit in person when there is an emergency or essential action needed. This would be assessed on a case-by-case basis.
• Our vulnerable tenants are encouraged to stay in regular contact with staff by phone on 01720 424441.
Other changes to services
• Our staff are conducting all meetings over the phone until further notice.
• As our phone line is likely to be busier than normal we’d ask that tenants use digital methods of contacting the housing department if possible. You can email us at: firstname.lastname@example.org and we will respond as quickly as we can.
Keep yourself and your families safe
Please ensure you follow national guidance to help keep you and your families safe. You can find all the official advice here.
Thank you for your patience, understanding and co-operation.
Tuesday, 24 March, 2020