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COVID-19: guidance for council tenants about what we’re doing

COVID-19: guidance for council tenants about what we’re doing

How we’re looking after council tenants and the employees that carry out our services.

Changes to services

We've made some changes to our services because of coronavirus (COVID-19). These changes are help protect everyone and make sure your home remains a safe place to live during these unprecedented challenges.

We're providing essential services only. This is so we can:

  • manage the large number of calls we're getting
  • prioritise your needs effectively
  • make sure we help those who need it most urgently

Repairs to council homes

We’ll only carry out essential repairs including:

  • loss of electric power
  • unsafe power or lighting socket or electrical fitting
  • loss of water 
  • loss of gas supply
  • a blocked flue to an open fire or boiler
  • no hot water
  • no heating, until 1 May
  • blocked or leaking foul drain, soil stack or toilet
  • a toilet not flushing, if there's only one toilet in property
  • a leak from a water pipe, tank or cistern
  • an insecure external window, door or lock
  • urgent structural and roof repairs or replacements 

We'll prioritise the most urgent repairs.

Emergency repairs

We'll still carry out emergency repairs. These include:

  • where there is an immediate threat to life
  • repairs that are likely to cause collapse or extensive damage to buildings
  • where a property is insecure or cannot be accessed and there are older people, vulnerable people or children under 10 present

Health and safety repairs and checks

We’ll continue to carry out:

  • gas servicing
  • domestic electric tests
  • health  safety checks, such as compliance testing for fire safety in blocks 

This is because we have a duty of care to ensure your home remains a safe to live and ensure we fulfill our responsibilities as a landlord. 

Ongoing maintenance work

We’ll finish external maintenance works to blocks where work has already started. Where this is not possible we'll make the sites safe until works can continue.

We won’t be starting any new projects or schemes at this time. If we were due to carry out improvement works in your home, such as replacement kitchen, replacement heating, roof replacements or window replacements in your home, we'lll contact you to make new arrangements when we can start work again.

Home adaptations

We'll continue to support home adaptations. We'll prioritise:

  • essential handy person repairs to facilitate hospital discharge and prevent hospital admission
  • referrals from Adult Care or Children’s Services to enable residents (usually older, disabled and vulnerable people) to remain living safely in their own homes
  • urgent adaptations to assist with hospital discharge or prevent rehousing or hospital admission
  • emergency repairs to adaptations ie stair/through floor lifts that need to be fixed

Tenancy management and estate services

We’ll prioritise essential services, including:

  • wardens service to tenants living in supported housing for older people (SHOP) schemes
  • responding to serious or urgent cases of anti-social behaviour, domestic violence and race hate crimes
  •  welfare visits or phone calls to vulnerable residents
  • caretaking services
  • new lettings (viewing properties, sign ups for new tenancies and collecting or returning keys)
  • emergency rehousing

Home visits

If you are expecting a home visit, we'll contact you before the visit where possible, to let you know what to expect.

If you have symptoms of COVID-19, you must tell us before we visit or when we arrive. If it is safe to do so, you should allow us access to your home for safety checks and essential repairs. These are important for your health and safety.

Contacting us

Only contact us if it's essential. We’re operating with fewer staff and want to make sure they are delivering the most critical services.

When you call we'll ask whether your household is self-isolating because of COVID-19. In those circumstances we’ll explain how we can safely carry out any repairs.