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Coronavirus Update

Dear Customer,

We know that this is a time of great concern. I wanted to share what we are doing to ensure the safety and wellbeing of our customers and colleagues.

Help for Financial Hardship

We understand that you may face financial hardship in the near future. We will not evict any customer who gets into rent arrears as a direct result of Coronavirus but we do need you to contact us early, if you are worried about your finances. Our team is ready to help with specialist advice and support, do not hesitate to contact us.

Services – Need to Know

We are now prioritising urgent repairs and essential safety works. If you have a repair job booked for next few weeks we will contact you to rearrange this if it is non urgent. We understand that you may be nervous about our trades working in your home but it is essential that we continue to do gas and electrical compliance works as these keep you safe. Please be assured that we have implemented new ways of working to minimise any risk to you or our colleagues.

  • We have closed our offices to customers except on-scheme offices.
  • Many of our team are working from home, supported by our IT services
  • We are focusing our team on older peoples services and regular welfare checks.
  • We have introduced doorstep screening, our colleagues will ask our customers if anyone in the household is self-isolating before we enter your homes.

We may call you so that we can update your customer record. We will always verify it is us calling by providing details that we already hold such as your tenancy start date. This information will help us improve your services.

Let us know if you are self-isolating

Please contact us if you are self-isolating or have a confirmed case of Coronavirus. If you are elderly or have an underlying health condition and are worried about coping, contact our Customer Service Team on 01633 261990. If we cannot assist directly, we will try and find another agency or group who can.

Keep up to date

Because the situation is changing quickly, we advise that you check our website or social media for latest updates.

Yours Sincerely,

Andrew Vye, Managing Director

 

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Talk to us

For more information on this subject or on any other matter relating to Derwen Cymru, please contact us via telephone on 01633 261990. Alternatively you can use our online form or send us an email.