Our approach to Coronavirus
This page will be updated frequently to provide one place for you to access information about how we are managing the coronavirus and are keeping you, our colleagues and the general public safe.
At home shouldn't mean at risk. If you or someone you know might be at risk from domestic abuse contact our specialist team in confidence by calling 01935 404500. Alternatively refer to the Government's advice pages #YouAreNotAlone.
Update to our services: 5 August 2020
You can report repairs again
You can report new repairs by contacting us on My Yarlington or over the phone.
We are booking appointments and carrying out repairs that take less than one hour to complete, are outside, are an emergency, and gas servicing. This is to reduce the amount of time we spend in your home for everyone’s safety.
If you have already reported a repair, you will be contacted by us when you are able to book a date and time for your repair.
From 1 September, we plan to return to our full repairs service however, have postponed any internal planned works until 2021, this includes kitchen, bathroom and boiler installations.
Changes to service charges
We know that during lockdown, some of the services that some customers pay a service charge for have either not happened or have been delivered differently. We would like to assure you that customers who pay a service charge will not be charged for any service not received.
We have been trying to understand what options there are to make this happen and have decided on an approach that we think is fair for everyone.
At the end of your account year (this could be December or March) we will calculate the exact cost made to you for services not received and make amendments to the service charges you will pay in your next account year, to reflect this.
There are several reasons why we made this decision.
Because the level of service has varied for customers, it is difficult to understand exactly what costs have been incurred by customers, we will be able to give customers a more accurate amount at the end of your account year.
The level of service we will provide for the rest of the year may also change if the government makes any changes to its restrictions or if we carry out additional work to play ‘catch up’ on work that was due in lockdown.
Additionally, some customers who pay service charges are in receipt of Universal Credit or Housing Benefit. If we were to make a change now, this may negatively affect these benefits and cause some customers financial difficult. It may also affect direct debit payments.
We have emailed or sent a letter to all customers who pay a service charge to explain this further.
We’re letting properties again
We are now letting properties again, including mutual exchanges. For property viewings, we will have strict measures in place including social distancing, limiting the number of people in a property and minimising touch points (like keeping doors open).
We’re carrying out tenancy, property and ASB work
We have restarted our property inspections, tenancy management, estate management and housing estate visits with safety measures in place.
During lockdown we have been dealing with some serious cases of anti-social behaviour and have started more work on this. Whilst we may not be able to manage all cases right now, where we can, we will have additional safety measures in place including social distancing and wearing personal protective equipment where necessary.
Our support services continue
Our other support services are still available on the phone or online including welfare checks for our Independent Living customers, Buddy Club calls, financial advice and employment support. If you are struggling with your finances or need help getting into employment please get in touch and we will be happy to help.