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Coronavirus - information for our customers

Last updated 19 July 2021

Rent and paymentsRepairs and services to our customers | Property and resident servicesSocial distancing guidance | Legal proceedingsNeed help? 

Coronavirus restrictions are now lifted, although we are still urged by government to remain cautious. We’d like to thank you for your patience and continued support throughout this difficult time.

We will always ask if anybody in your household has symptoms or is self-isolating before entering your home.

We will continue to monitor government guidance and will update you if anything changes.

 

We're still committed to providing a full service to our customers, whilst keeping you and our employees as safe as possible.

We understand these are still worrying times. Please be reassured that we are here to help. So, do contact us if you need help or support.

Social distancing measures have now ended in the workplace. However, our priority is to ensure that you and our employees are kept safe. We’ll remain cautious whilst providing our services to you and we’ll always follow government advice to ensure that we continue to work safely. All of our front-line operatives will have a face covering with them at all times and will put it on if asked, if they’re not already wearing it, before entering your home.

If you are self-isolating or displaying Covid symptoms and we are due to visit you, please let us know as soon as possible so we can rearrange the visit. If you need an emergency repair carried out in or on your home, we will carry out a risk assessment and make sure your home is safe.

Unfortunately, as more of us spend time at home and online, criminals are using the coronavirus pandemic as an opportunity to scam innocent people. They can contact you in person, online, by post or over the phone and will try and trick you into parting with money, personal information or to buy goods and services that don’t exist. For more information on how to protect yourself, visit GOV.UK and Avoiding scams.

Your rent and payments 

Please tell us as soon as possible if you're having difficulty paying your rent, or if your financial situation has changed as a result of coronavirus. 

Find out more about the financial support that is available.

Repairs and services to our customers

We are providing full repairs and maintenance services. Please report repairs using our online forms or call us on 0800 3 282 282.

Our priority is to ensure you and our employees are kept safe. We will be contacting you before appointments and operatives will ask if anyone in your household is displaying coronavirus symptoms or self-isolating. In these cases, we are only able to carry out emergency repairs - where will carry out a risk assessment, and make sure that your home is safe. 

If you need to cancel an appointment because you are shielding or self-isolating, please call us as soon as possible on 0800 3 282 282.

Find out the latest updates to our repairs and maintenance services.

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Protecting people more at risk from coronavirus

If you are over 60 or clinically vulnerable, you could be at higher risk of severe illness from coronavirus. You should be especially careful to minimise your contact with others, especially if you have yet to receive both vaccine doses.

Property and resident services

All our services are now running as normal.

We’ll make a few adjustments if we need to visit you in your home. This will include giving you the option for colleagues to wear a mask if you would like them to, but also giving colleagues the option to wear a mask when going into your home.

We’ll always come to your door and introduce ourselves with an identity badge and no mask, so you can be confident of who we are before letting us in. If the person at the door cannot produce an identity badge, then please do not let them in and contact our Customer Services team to make us aware.  

We’ll continue to offer you the option of a meeting with our staff via video messaging if that’s possible. In cases where we need to see your property, this may not always be possible, but we’ll always try and accommodate this where we can.

Find out the latest updates to our information on property and repairs services.

Supporting vulnerable, elderly and at-risk customers

There is extra help and support available for at-risk people, and our teams will be able to advise you what support is available, and how to access it. Details can be found on our How to get help  and Coronavirus FAQs pages.

Find out more on our sheltered and supported housing page.

If you are struggling with your mental health or experiencing a tough time right now, you can find support on Togetherall. Togetherall is a FREE anonymous service, supported by Hyde, designed to help people take control and feel better. Find out more on our Togertherall webpage.

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Social distancing guidance

Social distancing measures have now ended in the workplace. However, our priority is to ensure that you and our employees are kept safe. We’ll remain cautious whilst providing our services to you and we’ll always follow government advice to ensure that we continue to work safely . All of our front-line operatives will have a face covering with them at all times and will put it on if asked, if they’re not already wearing it, before entering your home.

Despite it not being a requirement, we ask that we continue to respect each other’s personal space. Where possible, please continue to maintain social distancing or move to another room while works are being carried out.

Legal proceedings

The court is increasing the number of hearings that are heard using video, phone and other technology. You will be notified by the court of the hearing date and whether the hearing will take place by video or phone. Full guidance on how to join telephone and video hearings can be found on the gov.uk website, We have also shared some further advice, check out advice on how to join phone and video court hearings.

Alternatively, if you have been asked to attend a hearing in person at a court building,  you can find guidance to help you prepare for your visit on the gov.uk website.

The government has published guidance for landlords and tenants in the social rented sector that deals specifically with measures relating to notices of seeking possession, court action, health and safety obligations, repairs and inspections.

A guide on understanding the possession action process for social rent tenants has also been published to assist you when you have been served with a notice of seeking possession and to provide detailed information about each stage of court action.

Further information about coronavirus (Covid 19)

How to get in touch

If you need any further information or support, please contact us.

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