Coronavirus (COVID-19) advice for tenants and leaseholders
How are you protecting staff and tenants from coronavirus?
We are continuing to follow all Government advice to minimise the risk of spreading the virus. Throughout the pandemic, we continued to carry out priority health and safety checks, such as fire alarm testing and flushing of water systems to avoid legionella risk.
If we are due to visit you (including to carry out a repair), please get in touch with us if anyone in your home is in a high-risk category, has any symptoms (high temperature and/or cough), has been in contact with someone who has tested positive for COVID-19, or is self-isolating for any reason.
If you need to contact your Income, Tenancy Management, or Sustainment Officer, please do not visit the Forum or our other offices without an appointment. The best way to contact us is by email, text message or a phone call. Our Customer Service Unit is open for essential visits, by appointment only.
What if I’m worried about paying my rent?
We understand that the coronavirus pandemic has been a difficult and worrying time for many people, especially those who faced a loss of income. Increasing food, fuel and home energy prices are also a cause for concern. Find out more on our coronavirus (COVID-19) rent advice page.
Can I contact my Tenancy Management Officer if I have a question about my tenancy?
Yes, our Tenancy Management Officers are here to help. They are now in the process of catching up on many visits so will be out of the office and in the community more than ever.
Many of our officers continue to work remotely, but they can pick up emails and take phone calls to their usual extension numbers. If you do not know the name of your Tenancy Management Officer you can call 01442 228000 and ask for ‘housing’. Alternatively, you can email email@example.com and your enquiry will be allocated to the appropriate person.
Our Tenancy Management Officers will deal with changes to your tenancy, including tenancy terminations and any alterations you wish to make, such as adding a partner or to request permission to make improvements or alterations to your council home or to tell us you have a pet.
We have introduced a programme of Tenancy Review visits and will aim to visit every one of our tenants at least once every three years. Find out more about tenancy reviews.
How can I report anti-social behaviour or persistent nuisance?
Our dedicated team of Tenancy Enforcement Officers, alongside our anti-social behaviour team, will assist you with your complaint. Find out more information and report anti-social behaviour.
If you wish to make a general enquiry about anti-social behaviour, please email firstname.lastname@example.org.
I’m supported by a Sustainment Officer, will they be able to visit me?
Your Sustainment Officer will be at the end of a phone or email and will support you in all areas they can. If they see you face to face, we ask you to consider any social-distancing guidelines and help our staff to do this, too. Your Sustainment Officer will continue to check in with you as they have throughout the pandemic, but please don’t hesitate to contact them by phone or email if you need something in the meantime.
What if I want to apply for a mutual exchange?
The Mutual Exchange process has returned to a usual service. Find out more on our Mutual Exchange page.
What about repairs and maintenance?
We are now operating a routine repairs service where possible, as well as carrying out all emergency repairs and annual gas safety checks and boiler servicing. The coronavirus pandemic created a huge backlog of routine repairs and has led to delays. As always, we will carry out emergency repairs 24 hours a day, every day of the year, but we ask for your continued patience with routine repairs and planned works until our service returns to normal.
Information for residents of Council-owned blocks of flats
Our cleaners are continuing to focus on cleaning any touchpoints and especially entry/exits to buildings with antibacterial spray or wipes.
It's still a good idea to wash your hands regularly with soap and water for 20 seconds or more before and after using any communal area. If this is not possible then you could use anti-viral hand gel containing at least 70 per cent alcohol.
Please keep communal areas and landings clear of all items. We are now carrying out inspections as usual and issuing charge notices when we remove items. You can help keep yourself and your neighbours safe by telling us if items have been left in communal areas and stairways.
Please report any issues to us by email: email@example.com.
How can I help?
- Continue to contact us by email or telephone rather than asking for a home visit.
- Continue to follow the advice to stop the spread of the virus.
- Look for updates on our website and social media.
- Take up the offer of a COVID-19 vaccination.
Thank you for your patience and support throughout the pandemic.
If you need to speak to someone about paying your rent and don’t know who your Income Officer is, please call 01442 228000 and ask for Housing Income, or email firstname.lastname@example.org.
If you need to speak to someone about your tenancy and don’t know who your Tenancy Officer is, please call 01442 228000 and ask for Housing Management, or email email@example.com.