Coronavirus (COVID-19) Update - 22 April | Coronavirus latest information and advice

Coronavirus (COVID-19) Update - 22 April

Putting your wellbeing first

Our wellbeing calls to residents in independent living schemes continue daily. We have also introduced automated calls to residents who live in our general let and leasehold properties and are over 70 or living alone to see if you require any additional support.  If you haven’t yet received a call yet, it could be for one of two reasons.

  1. You may have a call barring system on your phone and it is unable to recognise the number. If this is the case and you would like a call, please add the number 01625 324 210 to your accepted numbers. Please let us know once you have done this.
  2. We may not have your correct number. If you would like a call in future please contact the Customer Service Hub on 0345 305 5335 to ensure we can update your contact information.

Keeping you safe and well

Should there be a confirmed case of the virus in your scheme, we will issue specific guidance to you with details of any additional precautions that will apply in the three days after a case is confirmed. Thank you to all who have adhered to social distancing guidelines, because of this we have managed to keep the virus from spreading throughout our properties. It is absolutely crucial that you continue to act upon the guidance provided. The safest thing to do is to stay indoors, particularly if you are in the ‘shielding’ category. If you live in one of our independent living schemes, we know that as the nicer weather approaches, you may be tempted to sit in the communal garden. If you choose to do this please ensure you avoid touching any surfaces and use the appropriate hygiene measures. Please remain two metres/six feet apart from others at all times as well as continuing to avoid all gatherings.

We are working closely with the Police and other services to ensure that individuals who persistently break the rules are dealt with immediately. Please remember these guidelines are for your safety and the safety of others around you. Any one of us could be a carrier of Covid-19 and unknowingly pass the virus on to others. If you are unsettled by neighbours gathering together, please let your Neighbourhood Team know and they will take the necessary action.

Looking out for one another

We know that both the social distancing measures in place and the further steps we have taken to keep you safe have impacted on your social activities as well as keeping in contact with your family, friends and neighbours where you live. We know that this can cause further stress and upset, particularly if you haven’t spoken to one of your neighbours or seen them out and about for a while. If you have any concerns about anyone who lives within a scheme or near you and you haven’t heard from them, please let us know by calling our Customer Service Hub on 0345 305 5335 and we will make every effort we can to get in touch with them or their next of kin to ensure they are ok.

Helping you stay connected

Earlier this year we began working with a company called We Are Digital (WAD) to provide free face to face IT training to help residents gain new skills and stay connected. Due to the current situation, they have adapted their offer and now plan to deliver these sessions online. You may be contacted again to confirm whether or not you are interested. You can also contact them directly on 01143 599 253 or text JJH and your name to 07537 416 944 or 66777. Please be assured this is a genuine call and not a scam.

Paying your rent

If you are worried about paying your rent, have had a change to your personal circumstances or are unsure what benefits you may be entitled to, please speak to a member of your Neighbourhood Team or call the Customer Service Hub on 0345 305 5335 and we can talk you through options. If you are in receipt of Universal Credit and have any queries you can check the link below for more information and links to agencies who can help. You can also call them on 0800 328 5644. Please also remember that you can pay your rent in one of the following ways:

Food and medicine support ­

We are in contact with local authorities to understand the different additional support services they are providing. Most areas are operating community hubs, who are coordinating the distribution of emergency food packages. There are also local volunteer groups helping with essential shopping and medication supplies, for people who are unable to get out of their home. If you need any help accessing these services please contact the Customer Service Hub on 0345 305 5335 and we will put you in touch with your local service.

Ensuring your home is safe

There are a number of services and checks that must be carried out to ensure your home is safe and these will continue as normal. These checks cover things like your boiler and other heating appliances. When these checks are carried out, it’s likely that the contractor will need to come into your home. In this instance, the contractor will call ahead to confirm the checks can still take place. All contractors are following Covid-19 Health and Safety procedures and will be equipped with the relevant personal protective equipment (PPE).

Carrying out your repairs and works to empty properties

Please continue to report your repairs as you normally would. Our contractors will undertake their own risk assessment and make contact with you ahead of their scheduled appointment. We are also taking this opportunity to carry out works to some of our empty properties and want to advise you of this in advance, so you are aware of the reason for our repairs and maintenance provider, Fortem being on site. Fortem staff will be equipped with the relevant personal protective equipment (PPE), and they will be following the Covid-19 Health and Safety procedures whilst they carry out work in the empty property.

Keeping in and around your home and communal areas clean and tidy

We have stopped using bin chutes where possible to avoid people having to rotate or move bins. This is a temporary measure and reflects current Government restrictions. Please remember not to store rubbish in corridors and stairwells as this could be a fire hazard. Services such as gardening, communal cleaning and window cleaning are being continued and will be reviewed when necessary. If your scheme has a laundry, please use the rotas available to ensure only one person at a time is using the facilities.

We also have a detailed breakdown of our approach to Covid-19, available in our business continuity statement, which can be accessed at