Update on COVID-19
There are currently no changes to the way we deliver our services. As more detailed guidance is available to us we will update this page so that you are aware of any direct impact to you as our tenant and customer.
Please continue to report repairs as you need to and contact your CRM as you would normally.
Most importantly, please continue to pay your rent and if you are struggling to do this, contact us as soon as you can so that we can provide you with any support we can.
We are specifically encouraging all staff and residents to wear a face covering in corridors and inside communal spaces at schemes.
If you're struggling physically, financially or mentally, find support here.
Repairs & Maintenance
We can carry out routine as well as essential repairs for most households. You will be notified in advance that Operatives will be entering your home; they will maintain a safe distance and follow hygiene procedures, as set out in this guidance.
Gas Safety Checks
We must abide by statutory safety obligations and carry out annual gas safety inspections, even more important now as people are spending most of their time at home.
If you are self-isolating, you should inform us and we will rearrange the gas safety check to take place after your isolation has ended. If you are shielding, we will assess the risk taking into account factors such as the age and type of appliance, previous maintenance history and date of the last gas check.
We are clear that making buildings safe, including remediating or maintaining fire safety equipment. We will keep you informed of any fire safety measures we need to take in your building.
The Government has made changes to legislation to make clear that people who wish to move home can do so. This change will apply to tenants who are seeking to transfer, move into alternative accommodation in the private rented sector, or mutually exchange. You are strongly encouraged to read the Government's guidance if you are considering moving home during this time.
If you have any questions about the guidance or how it applies to you, you are encouraged to speak with your Customer Relations Manager.
During this period, you should continue to pay rent and abide by all other terms of your tenancy agreement to the best of your ability. If you have trouble paying your rent, you should speak to your Customer Relations Manager as soon as possible.
Local Council Tax Support
The Government has provided councils in England with £500 million of new grant funding to support economically vulnerable people and households in their local area. The majority of this fund will be used to provide working-age Local Council Tax Support claimants with a further discount in their Council Tax bill. Please contact your local council to find out if you are eligible for this additional support.
The coronavirus outbreak has had an effect on everyone’s daily lives. The Government has produced a number of guides that provide advice on how to look after your mental health and wellbeing. Read the guidance here.
The Government is determined that for those staying home to stay safe does not need to lead to loneliness. If you are feeling lonely or isolated there are a number of organisations that you can talk to. You can find more information here.
Social landlords, the police and councils have a significant range of powers to tackle anti-social behaviour. Please contact us for assistance if you are concerned. You can also contact your local council’s community safety team for advice and support.
Support for victims of domestic abuse
Staying at home can cause anxiety for those who are experiencing or feel at risk of domestic abuse. For anyone who is or feels they are at risk of abuse, it is important to remember that there is help and support available to you, including police response, online support, helplines, refuges and other services.
Alternatives to 'Over The Counter' Payment Collection
Coronavirus is causing unprecedented disruption to society with precautionary measures already affecting people’s normal movements. Although we do not foresee major interruptions to the Post Office or PayPoint service, many customers who make payments “over the counter” will now be advised or reluctant to visit these outlets. We therefore wanted to remind you of alternative allpay payment collection options that could be used to pay your rent.
- Internet payments – you can make secure online payments at any time at www.allpayments.net using your Payment Reference Number (PRN) from your swipe card or barcode and your bank card
- Telephone payments – for those customers who do not like to make online payments, this simple automated telephone system takes you through every step of the payment process which fully meets PCI compliance requirements, again using your PRN
- Mobile APP – available on both Apple and Android devices, this secure app can easily be set up with a bank card to make payments on a regular basis after a simple registration
- Text payments – even without a smartphone you can register and make payments after a brief registration online
If you require your Payment Reference Number please Contact Us
Important Information about our service in the light of COVID 19
We know these are worrying times for us all, impacting our normal way of life and causing untold hardship. I am writing to assure you that the health and safety of you, your neighbours and our staff colleagues is important to us. We are doing all we can to minimise the impact of the virus, and following the latest Government Guidance.