Following the Prime Minister's announcement on 10 May to update you on the steps that the Government is taking to reopen society and support you and your family, the Minister of State for Housing, Rt Hon Christopher Pincher MP, has written a letter for all social housing residents. The letter brings together the advice and support that the Government has put in place. 

Letter to social housing residents - 18 May 2020 (PDF File, 281kb)

What if I am struggling to pay my rent?

If any Council tenants are affected financially by Coronavirus they should contact the Council at the earliest opportunity. We will work with tenants to be as flexible as possible to deal with issues relating to Coronavirus. Tenants may be able to obtain support to meet their rent and Council Tax through claiming Housing Benefit or Universal Credit (Housing Element), Council Tax Relief Scheme or Discretionary Housing Payment.

A number of schemes are available to support residents with the financial challenges they are facing as a result of Covid-19. Further information is on our website.

Will you still be coming out to do my repair?

Following the outbreak of Coronavirus, as of Monday 13 July we will be resuming our responsive repairs service to include routine and planned work and its associated timescales, in addition to continuing and prioritising emergency repairs.

We will be trialling a new way of working over a period of three months to provide you with a better customer experience and a more flexible approach to responsive repairs. This will also help with our new safe systems of work practices, which protect both our tenants and the operative and may increase the time it takes to complete a repair.

We now have longer lead-in times on our materials, as some materials cannot be sourced, or others are taking longer as manufacturers start to open again.

We are still working our way through the backlog of non-emergency repairs that has built up during the lockdown. We appreciate your patience with us.

More information on the new way of working trial can be found in the briefing document on responsive repairs trial July 2020 (PDF File, 219kb)

Our repairs customer service staff will ask everyone requesting a repair if anyone in their household is self-isolating. Repairs staff or our contractors will only attend a home where a tenant is self-isolating in an emergency, on a case by case basis.

Due to the possible vulnerability and age of tenants in sheltered housing, we will be limiting the number of tradespeople coming into the sheltered schemes as much as possible.

Your essential servicing work, such as gas servicing, will carry on as normal. If you are displaying symptoms, shielding or self-isolating we will work with you to rearrange your appointment immediately after your isolation period.  

Will my Tenancy Officer still come and visit me?

All visits to properties are operating as business as usual, however to safeguard our staff all tenants will be called prior to any visits to ensure everyone in the household is feeling well. If anyone in the property is feeling unwell, the appointment will be rescheduled.

Where possible and appropriate, tenancy officers will conduct appointments over the phone. For any concerns, tenants and their families are asked to email or call 0800 561 0010.

What about the residents of Gladstone House and Vale View?

At the moment both schemes remain open to visitors, provided that they are not unwell or showing any symptoms of the virus. All communal areas will be closed and any activities cancelled. The dinner service will still be provided and delivered direct to the residents’ flats. Staff continue to support residents 24/7. Should anyone be concerned about a member of family who is a resident at Gladstone House or Vale View, they are asked to email or call 0800 561 0010.

Will lifeline services be affected?

All lifeline units will continue to operate as normal and staff remain on call 24/7.

Is Truly Beauty at Gladstone House still open?

Truly Beauty is currently closed to the public and customers with future appointments having been cancelled. The closure will be reviewed on a monthly basis, taking into account the latest Government advice and guidance.

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