Customer update – 26th March 2020
We know that this is a time of great concern for our customers and their families, so here are some of the measures we have introduced 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, we can provide advice and support to claim benefits you may be entitled to.
Services – need to know
- We have closed our offices to customers
- Many of our team are working from home, supported by our IT services
- We are focusing our efforts on supporting our vulnerable customers
- 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.
- We continue to let our homes but only for urgent allocations. These include applicants who are being discharged from hospital, are homeless, have an urgent medical need or are fleeing domestic abuse.
Our repairs service during Coronavirus
We have a duty of care to our customers and our colleagues to ensure we comply with the government’s advice on social distancing. Until further notice we will be only be completing emergency and urgent repairs and essential safety works.
It is essential that you let us complete our essential safety works, as these help us keep you safe in your home.
We have implemented new ways of working that will enable us to complete these works safely. If you or anyone in your home is symptomatic please let us know before we arrive at your home so that we ensure our operatives and contractors take appropriate additional safety measures.
Examples of emergency repairs:
- Storm, accident or flood damage
- Gas leaks – contact the National Gas Emergency Line on 0800 111 999 immediately, then call us
- Complete loss of electric supply – contact your electricity supplier first
- Complete loss of water supply – contact your water supplier first
- Blocked or leaking foul main drain
- Blocked toilet where there is only one in your home
- Major pipe bursts
- Major roof leaks
- Broken main entrance door /window posing security risk
- Blocked flue
- Smoke detector not working (unless you have another one working in the property, this does not include changing batteries)
- Uncontainable water leaks and water leaks that may affect electrics in the home
Examples of urgent repairs:
- Electrical faults
- Minor roof leaks
- Heating failures
- Plumbing leaks
- Non flushing toilet
- Loss of hot water
Examples of urgent safety works:
- Gas safety checks
- Electrical safety checks
- Repair or installation of minor adaptations, such as grab rails
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. 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.