We know that it is a concerning time for you and your family regarding the spread of the Coronavirus (COVID19) and its impacts on our lives, with information changing daily. We are taking a number of measures to ensure the safety and wellbeing of both our customers and our colleagues.
Any decisions that we do make will be in line with Public Health Wales guidelines. This is to protect our customers, staff and those who work with us. For the advice please visit https://phw.nhs.wales/topics/latest-information-on-novel-coronavirus-covid-19/
Protecting older people and vulnerable adults
We understand that the next weeks and months are going to be tough and we want you to know that we are here when you need us. We will be phoning you to check you have the support you need in place and if you need support then we will help you to get this. If you are worried at any time give us a call. Our Customer Service teams are here for you – on the phone, online (click here to contact us online) and by email.
If you live in one of our older persons and extra care schemes you may see staff carrying out essential safety checks and work in communal areas. Whenever we are on site, we will be mindful to keep a social distance. We are encouraging friends and family to reduce visits.
Finally, we would encourage you to read the special Government advice for you.
Our Customer Service Centre
We wanted to let everyone know that following recent Government guidelines most of our staff from our offices are now working remotely. Our offices are now closed to visitors. If you need to see a member of staff, we can make alternative arrangements with you (click here to contact us online).
All our online and telephone services are operating as normal, but our changes may mean that at peak times it takes slightly longer to get through on the phone. Please be patient, we will get to you, we promise.
Are you worried about your rent payments?
We understand that some of you may be worried about rent payments. We want to reassure you that if you are unable to make a rent payment because you are now on reduced hours, or you have lost your job as a result of the coronavirus, you will not lose your home.
Please talk to us as soon as you have concerns so that we can help ensure you receive all the money to which you are entitled. We will work with you to agree an affordable payment plan which takes into account your individual circumstances. Please contact us early so that we can help (click here to contact us online).
We want to spend our time supporting those customers who have been directly impacted by the coronavirus (COVID-19). This means it’s more important than ever that if your employment circumstances have not changed you continue to make your rent payments as usual.
Repairs and essential safety works
As of 23rd March we will be prioritising urgent repairs, gas safety and electrical safety works, external works and works to our communal areas.
If you have a repair booked with us that is non-urgent we will contact you by telephone to rearrange. If you contact us to arrange an urgent repair if you become unwell or are self-isolating, you must let us know so we can keep you and our colleagues safe. We will do your repair but will ensure our repairs colleagues are wearing appropriate personal protective equipment.
It is important that we still carry out our essential safety checks as these protect you and your family. If you are concerned please talk to us so we can offer reassurance about the actions we are taking to maintain your safety and that of our colleagues.