Supporting you through the Coronavirus pandemic | believe housing

Monday, 18 January

Coronavirus update

To ensure the safety of our customers and colleagues, we will only be handling essential repairs requests until further notice. Please be assured that any non-emergency appointments will be rescheduled as soon as possible.  We apologise for any inconvenience.

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Supporting you through the Coronavirus pandemic

16 April 2020 - Latest news, Coronavirus

As the Coronavirus pandemic develops, we want to assure you that the health, safety and well-being of our tenants, residents, customers and staff is an absolute priority for us.

Checking in with you

Please don’t be surprised if you receive a call from a member of our team. We’re trying to speak to as many of our customers as possible during this time, to see if we can help.

We are providing advice and support and where possible we can help you access the different local and national support networks available.

To enable us to support the most vulnerable people within our communities, we will do our best to contact our customers in the following order:

  • all our customers who are aged 70 and over
  • all our customers 69 and under who class themselves as disabled
  • all our customers living in bungalows and disabled bungalows.
  • all our customers who are currently receiving support sustaining their tenancy
  • all our remaining customers

For those customers who live in our supported housing units, we will be contacting you every two days to catch up.

Some questions we may ask you

  • How are you today?
  • Do you have any symptoms of Coronavirus?
  • Do you have anyone who can help and support you?
  • Do you have access to the medicines and food supplies you need?
  • Are you registered with your Local Authority for assistance?
  • Do you need any support and advice with your rent or paying your bills?
  • Would you like us get in touch with you regularly?

Our team will also be more than happy just to have a general chat with you, if you would like.

What advice can we give you? 

Our team will discuss the help available to you and if suitable can offer signposting to local services and organisations. This can include:

  • Giving you advice on different support groups such as foodbanks and delivery volunteers
  • Letting you know how to find the latest Government and Local Authority advice on how to keep safe
  • Providing specialist advice and support on how you can claim additional financial assistance due to the Coronavirus pandemic
  • Providing advice and assistance with utilities, including helping you to apply for a reduction in your water rates if appropriate
  • Letting you know how we are delivering our key services such as essential repairs and rehousing.

What you said when we called

  • You were pleased to receive the call from us
  • Most people can manage and have assistance from family, friends or neighbours to help them
  • Your main concerns at the moment are paying your rent and other bills.

What we are doing to help you

  • We have relaxed our usual arrears policy and are supporting our customers to help you manage your finances
  • We wholeheartedly support the National Housing Federation’s stance on ensuring nobody loses their home during the Coronavirus outbreak. As such we are committed to no evictions of anyone suffering financial hardship related to Coronavirus.
  • We are supporting our vulnerable customers, who many need more intensive assistance
  • We continue to deliver essential repairs, including those related to the health and safety of our customers such as gas servicing and fire safety checks
  • We are undertaking emergency rehousing and have provided additional ready to move into accommodation to give assistance to those who are in urgent need
  • We have increased cleaning regimes and displayed additional advice at our supported housing units
  • We our providing staffing support to local voluntary organisations during this

Please visit our Coronavirus page for more information about the plans we have in place so that we can continue to deliver key services and minimise the spread of the virus.

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