coronavirus: your frequently asked questions
update: friday, 18 september 2020
Director of Transformation and Culture at believe housing, Julie Brayson, said: “We share the concern regionally about the increasing cases of coronavirus and would urge our customers to read the latest guidance introduced in most of the north east. Safety of our customers and staff remains our number one priority.
“The latest changes do not significantly impact the services that we deliver at this stage. Guidance on the importance of gas safety checks or access to properties for repairs, for example, have not been altered. We’ll continue to ensure that all necessary precautions are taken, but we’re asking customers to work with us to ensure that this vital work can still be carried out safely and efficiently.
“At the same time, we’ll continue to improve access to digital services like our customer app and home viewings by video call, to minimise the need for face to face contact where we can.”
For the latest information on guidance in your area, visit your local authority website:
We recognise that these are unprecedented and worrying times for everyone and we want to take the time to answer some of the questions you may have.
Doing the right thing for our customers remains our priority here at believe housing, as we work through this ever-changing situation. Please visit our coronavirus (Covid-19) page for more information about the measures we are taking minimise the spread of the virus.
Please click on the questions below to view the answers.
Can I let believe housing staff into my house to carry out repairs after the local restrictions come into place?
My home is outside of the area covered by the latest local restrictions, how will I be affected?
Will coronavirus impact the services believe housing can deliver?
Will believe housing carry on booking in and completing repairs during the coronavirus outbreak?
How do I download the customer app?
Will your housing officers still visit my home?
Will your housing teams still be working in their areas?
I am due a gas service soon, will you still make the appointment?
Will complaints and anti-social behaviour cases still be investigated?
I live in a sheltered scheme, will believe housing staff support the facilities?
I am due to move into a new build believe housing home soon. Will it still go ahead?
Can I still view a property I have successfully bid on?
I have applied for a home through Durham Key Options. Will my application be slowed down?
Can I still terminate my tenancy?
What special precautions are you asking believe housing people to take in terms of personal hygiene when they visit my home?
What special precautions will you be taking in your extra care or sheltered schemes, where you have older residents?
Paying my rent
Can I still call believe housing to pay my rent and for other enquiries?
Can I still pay my rent by cheque?
What will believe housing do if I have difficulty paying my rent because my income is reduced due to the impact of the coronavirus?
Should I tell believe housing if anyone in my household is displaying symptoms, self-isolating or has tested positive for coronavirus?
If anyone in my household is displaying symptoms, self-isolating or has tested positive for coronavirus, will you still visit my home or carry out repairs?
I have an underlying health condition that makes me vulnerable to coronavirus – what do I do?
I don’t want to sign a touch pad confirming the work that has been carried out. Is there a way to avoid this?
I’ve developed the symptoms or have had the virus confirmed and one of your employees was in contact with me recently.
I want to be moved – a neighbour is self-isolating, and I am worried. They are not self-isolating and are outside, what will you do?
I am self-isolating – can you help bring things to my home?
How do I contact believe housing during the coronavirus outbreak?
We appreciate that there may be questions we haven’t covered and if that’s the case then please get in touch and let us know.
As new information about coronavirus becomes available we’ll continue to update our coronavirus (Covid-19) page, so please and keep checking back.
This page was last updated on Friday, 18 September 2020.