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 carried out priority health and safety checks, such as fire alarm testing and flushing of water systems to avoid legionella risk, and this will of course continue.
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, 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 past two years have 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 Tenant 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 any changes to your tenancy, including tenancy terminations and alterations you wish to make, such as adding a partner or requesting permission to make home improvements or have a pet. We have recently 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 nuisance behaviour?
Our dedicated team of Anti-Social Behaviour Officers, alongside our Housing Officers, 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.
I live in supported housing - is there anything else I need to know?
Our Supported Housing Officers returned to being based in our sheltered schemes during 2021. If you live in a flat or bungalow where you pay the supporting people charge, you can find out more on our Coronavirus (COVID-19) advice for tenants of supported housing page.
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. We are continuing to carry out emergency repairs as usual.
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. Please continue to keep communal areas and landings clear of all items. We are still carrying out inspections and issuing charge notices when we remove items.
It's 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.
Our Clear Landings Policy enforcement resumed on 1 October 2020 and residents will receive a charge notice if our Neighbourhood Support Officers remove items from communal areas.
As always, we're asking residents to report any issues to us by email: email@example.com.
How can I help?
- Contact us by email or telephone rather than asking for a home visit.
- Keep an eye on any updates from the Government and 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 free COVID-19 vaccination. Find out more on the NHS website.
If you are able to, we encourage any donations to the Dacorum Food Bank. Additionally, Community Action Dacorum has been coordinating volunteers. You can contact them at firstname.lastname@example.org.
Thank you for your patience and support throughout the pandemic.
I am feeling nervous as things start returning to normal - what should I do?
The NHS has published 11 tips to cope with anxiety about "Getting back to normal".
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 email@example.com.
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 firstname.lastname@example.org.