CHANGES TO OUR SERVICES
In response to Government guidelines following the COVID-19 outbreak, we have reviewed our services to residents and have had to make some difficult decisions.
We want to continue to offer a safe and effective service, but we also want to protect our residents and our staff members by minimising non-essential contact and travel.
Therefore, we have taken the decision to move to an emergency repairs service only if we have to enter your home.
Compliance checks, such as Gas Safety are continuing for the time being however this may be subject to change and is dependent on guidance from the Health and Safety Executive (HSE).
Our staff will no longer be making routine appointments and visits to your homes.
Housing officers will also no longer be making routine appointments and visits.
We understand this is disappointing for you and may mean that some non-essential repairs take much longer to complete than in ordinary circumstances.
More information about what has changed can be found below.
Please call us immediately on 0141 564 5256 during normal working hours or 0345 600 8693 out of hours if you have an emergency repair in your home.
An emergency repair is:
- No heating and/or hot water - Total loss of both heating and hot water with either no electric shower, or a vulnerable resident.
- Uncontainable water leak.
- Dangerous electrical fault or total loss of power.
- Disturbed asbestos.
- Essential adaptations failures.
- Property insecurity.
Gas leaks should be reported to National Grid Emergencies on 0800 111 999 before notifying the Association
When you contact us about your emergency repair we will ask you some questions about your current situation and whether you are self-isolating or have an underlying health issue so that we can understand how best to protect you and your family, as well as the tradesperson that attends your home.
If it is deemed essential that a tradesperson does attend your home, they will:
- Ask some further questions at the front door before entering the property.
- Distance themselves by at least two metres from anyone in the property.
- Avoid touching surfaces where possible.
It is advisable that you must follow sensible precautions to keep yourself safe when our tradesperson is visiting your property, as outlined in public health guidance found here www.gov.uk/coronavirus.
During an emergency repair appointment, we strongly advise you take additional measures such as remaining in separate rooms during any visits and following Government advice on hygiene and cleanliness before, during and after visits.
You do not need to have direct contact with anyone visiting your property to carry out repairs.
By following these steps, we want to reassure you that this is a low risk of infection from a home visit by a tradesperson.
If you have a repair in your home but it is not an emergency, then we are asking you to report this repair at a later date when normal services resume. At the moment, we don’t know when this will be but will monitor Government advice closely and seek to resume normal service as quickly as possible when it is safe to do so.
If we have not listed the repair in the above ‘emergency repairs’ then we would not currently class it as an emergency. Please remember we are trying to support social distancing and protect the health and safety of residents and our staff as much as we can during these unprecedented times.
We believe this is the best way to focus on supporting homes that have the most serious repairs.
PAYING YOUR RENT
We believe that no renters in private or social accommodation should need to be concerned about the threat of eviction during this difficult time and, we are committed to working with our tenants and sharing owners to establish an affordable repayment plan, considering customers' individual circumstances.
We recognise that we need to be flexible in response to unexpected events and will make reasonable adjustments based on individual circumstances.
While we will continue to collect rent and service charges as we normally do, it is vitally important that you let us know as soon as possible if you are having difficulty paying or are worried about meeting future payments. We want to work with you, so please email firstname.lastname@example.org.
If you are unable to attend your benefit appointments, please let the Department for Work and Pensions know as soon as possible by reporting it on your online Universal Credit account.
Should you find yourself with no income due to the impact of coronavirus, if you do not already claim benefits, you may be eligible to apply for Universal Credit to help you pay your rent and service charge. You can find out more about Universal Credit and eligibility on the Money Advice Service website.
There is also further information for people affected by COVID-19, including information about eligibility for Statutory Sick Pay on the Government website.
To help limit the spread of COVID-19, and in line with government advice, we have put most lettings and viewings on hold whilst the country is restricted to essential travel only.
We will monitor the situation and will review our operations in line with government advice.
ANTI SOCIAL BEHAVIOUR
We are in unprecedented times where we are spending extended time together in our homes. The knock-on effect of this may mean that you are more aware of noise levels from your neighbours, which may include general household noise and children playing.
Please try to be tolerant of the noise levels you might experience during this time, and please consider the impact your household noise levels and behaviour may have on your neighbours.
If you are experiencing repeated issues of antisocial behaviour you can report it to us by emailing email@example.com.
If you are threatened with violence or are concerned for the safety of yourself or others, please call the police immediately on 999.
We will continue to manage existing antisocial behaviour cases.