Coronavirus information

Thank you for your patience as we bring our services back to normal. For everyone’s safety we are restarting our services in phases, so they may look different at first.

Whilst we do have a plan, things may also change if the government revises its instructions, imposes additional restrictions or if we are unable to carry out a service safely.

Please take a look at our FAQs before contacting us.

 

You can report repairs again

You can report new repairs by contacting us on My Radian/My Yarlington or over the phone.

If you haven’t already, sign up to My Radian to report repairs, make payments and access information 24/7. My Radian gives you the freedom and flexibility to access services when convenient for you.

We are booking appointments and carrying out repairs that take less than one hour to complete, are outside, are an emergency, and gas servicing. This is to reduce the amount of time we spend in your home for everyone’s safety.

If you have already reported a repair, you will be contacted by us when you are able to book a date and time for your repair.

From 1 September, we plan to return to our full repairs service however, have postponed any internal planned works until 2021, this includes kitchen, bathroom and boiler installations.

 

Changes to service charges

We know that during lockdown, some of the services that some customers pay a service charge for have either not happened or have been delivered differently. We would like to assure you that customers who pay a service charge will not be charged for any service not received.

We have been trying to understand what options there are to make this happen and have decided on an approach that we think is fair for everyone.

At the end of your account year (this could be December or March) we will calculate the exact cost made to you for services not received and make amendments to the service charges you will pay in your next account year, to reflect this.

There are several reasons why we made this decision.

Because the level of service has varied for customers, it is difficult to understand exactly what costs have been incurred by customers, we will be able to give customers a more accurate amount at the end of your account year.

The level of service we will provide for the rest of the year may also change if the government makes any changes to its restrictions or if we carry out additional work to play ‘catch up’ on work that was due in lockdown.

Additionally, some customers who pay service charges are in receipt of Universal Credit or Housing Benefit. If we were to make a change now, this may negatively affect these benefits and cause some customers financial difficult. It may also affect direct debit payments.

We have emailed or sent a letter to all customers who pay a service charge to explain this further.

 

We’re letting properties again

We are now letting properties again, including mutual exchanges. For property viewings, we will have strict measures in place including social distancing, limiting the number of people in a property and minimising touch points (like keeping doors open).

 

We’re carrying out tenancy, property and ASB work

We have restarted our property inspections, tenancy management, estate management and housing estate visits with safety measures in place.

During lockdown we have been dealing with some serious cases of anti-social behaviour and have started more work on this. Whilst we may not be able to manage all cases right now, where we can, we will have additional safety measures in place including social distancing and wearing personal protective equipment where necessary.

 

Our community cafes are open

Our community cafes – Café 1759 in Bordon and the Round About Café in Mansbridge – are open again.

To make sure our cafes are safe for you to enjoy coffee and cake again, we have introduced safety measures including:

  • Installed safety screens
  • Increased table and counter sanitation, including in-between every use
  • Undertaking daily colleague health checks
  • Reduced our menu to give us more time to focus on new safety procedures

We look forward to seeing you there soon.

 

Our support services continue

Our other support services are still available on the phone or online including welfare checks for our Independent Living customers, Buddy Club calls, financial advice and employment support. If you are struggling with your finances or need help getting into employment please get in touch and we will be happy to help.

Services at a glance

Report repairs on the portal or over the phone

Repairs being completed:

  • Emergency repairs
  • Gas servicing
  • Repairs cancelled during lockdown that are external or take less than one hour to complete

Letting all property types and mutual exchanges.

  • Tenancy reviews
  • Tenancy assignments
  • Completing legal paperwork
  • Grounds maintenance
  • Block inspections
  • Fire risk assessments
  • Inspect communal areas
  • Inspect external property conditions
  • Vandalism
  • Fly tipping and abandoned vehicles

Where possible, we will:

  • Carry out safeguarding
  • Address breach of tenancy
  • Address anti-social behaviour
  • Help applying for discretionary housing payments
  • Clear and friendly advice
  • Explaining your options and helping you access the right benefits
  • Support for customers at risk of breaching their tenancy
  • Signpost to other services or partners

We are offering:

  • Employment, education and training support
  • Home schooling resources
  • Advice for school leavers

Help applying for discretionary housing payments

  • Clear and friendly advice
  • Explaining your options and helping you access the right benefits
  • Support for customers at risk of breaching their tenancy
  • Signpost to other services or partners

Our community cafés – Café 1759 in Bordon and the Round About Café in Mansbridge – are now open with additional safety measures in place.

Regular companionship and emotional support over the phone to help combat isolation, loneliness and help customers access support or supplies

Coronavirus Frequently Asked Questions

With some restrictions now being lifted, and new safety guidance from government in place, we are restarting some of our services in phases.

As of 5 August, we are running the following services:

The services include:

  • Reporting new repairs
  • Emergency repairs and gas servicing
  • Completing repairs cancelled in lockdown that are external or take less than one hour to complete
  • Lettings (except Independent Living)
  • Tenancy sustainment support
  • Reduced estate management and housing estate visits
  • Reduced anti-social behaviour and breach of tenancy work
  • Grounds maintenance
  • Buddy Club, financial and employment support
  • Our community cafes – Cafe 1759 in Bordon and the Round About Cafe in Mansbridge are now open.

An emergency repair is when something has the potential to cause danger to a person’s health and safety or cause damage to the property.

During lockdown, to follow government advice and for the safety of our customers and colleagues, we had to reduce our emergency repair service to just gas servicing, significant water leaks and electrical outages, which, during this time, we classified as a critical repair.

Now that we come out of lockdown we are able to get back to our usual emergency repairs service.

There are several reasons why we have made the decision.

Because the level of service has varied for customers, it is currently difficult to understand exactly what costs have been incurred by customers, we will be able to give customers a more accurate amount in March at the end of the year.

The level of service provided may also change again throughout the remainder of the year if Government advice changes, we experience a ‘second wave’ of COVID19 or if we carry out any other work. Customers in receipt of Universal Credit or Housing Benefit may also be negatively affected if we made this change now.

Additionally, some customers who pay service charges are in receipt of Universal Credit or Housing Benefit. If we were to make a change now, this may negatively affect these benefits and cause some customers financial difficult. It may also affect direct debit payments.

An emergency repair is when something has the potential to cause danger to a person’s health and safety or cause damage to the property.

Emergency repairs include severe roof leaks, burst pikes, blocked drains, loss of electrical power and loss of heating (during winter months or if a customer is vulnerable).

An emergency repair is when something has the potential to cause danger to a person’s health and safety or cause damage to the property.

During lockdown, to follow government advice and for the safety of our customers and colleagues, we had to reduce this emergency repair service to just gas servicing, significant water leaks and electrical outages, which, during this time, we classified as a critical repair.

Now that we come out of lockdown we are able to get back to our usual emergency repairs service.

If you report a repair either on the portal or over the phone, you are letting us know that you need a repair and what type of repair it is. We will then keep a record of this.

Booking a repair, means that you have a date and a time agreed with us for your repair to be carried out.

You can report repairs to us and we will contact you when you are able to book a date and time for your repair.

Yes, you can report a repair over the phone or on our portal.

We are booking appointments and carrying out repairs that take less than one hour to complete, are outside, are an emergency, and gas servicing. This is to reduce the amount of time we spend in your home for everyone’s safety.

If you have already reported a repair, you will be contacted by us when you are able to book a date and time for your repair.

We are booking appointments and carrying out repairs that take less than one hour to complete, are outside, are an emergency, and gas servicing. This is to reduce the amount of time we spend in your home for everyone’s safety.

If you have already reported a repair, you will be contacted by us when you are able to book a date and time for your repair.

We are only booking appointments and carrying out repairs that take less than one hour to complete, are outside, are an emergency, and gas servicing. This is to reduce the amount of time we spend in your home for everyone’s safety.

We are booking appointments and carrying out repairs that take less than one hour to complete, are outside, are an emergency, and gas servicing. This is to reduce the amount of time we spend in your home for everyone’s safety.

If you have already reported a repair, you will be contacted by us when you are able to book a date and time for your repair.

From 1 September, we plan to return to our full repairs service however, have postponed any internal planned works until 2021, this includes kitchen, bathroom and boiler installations.

Your safety and the safety of our colleagues is our highest priority. We continue to follow the advice of the government, the NHS and Public Health England.

As our services return, they will look a little different at first to make sure we continue to keep you safe. We are restarting our services in phases and where possible, services and contact will be carried out digitally. Where this is not possible, visits will be carried out outside or on customers’ doorsteps, following social distancing and with our colleagues wearing the relevant personal protective equipment for everyone’s safety.

For everyone’s safety we will not enter the home of anyone who is self-isolating or shielding except where it is absolutely essential and for your immediate safety. When we do this, we will attend in personal protective equipment and will ask you to move to another room in your home.

If you have an emergency please contact us over the phone where we can assess the situation and provide advice and guidance.

We will carry out services in a way that is safe for you, your family and our colleagues. This will mean that colleagues will ask you a series of questions before we carry out any works, they will wear necessary personal protective equipment and may ask you to move to another room when work is being carried out.

If you smell gas in your property you will need to contact National Grid Gas (Transco) immediately on 0800 111 999.

Yes. We have begun our lettings again, except for in our Independent Living schemes. For property viewings, we will have strict measures and guidance in place including social distancing, limiting the number of people in a property and minimising touch points (like keeping doors open).

Please let our Lettings Team know you no longer want to move as soon as possible. It is also your responsibility to inform your swap partner.

We would like to assure you that you will not be charged for any service you have not received. At the end of your account year (this could be December or March) we will calculate the exact cost made to you for services not received and make amendments to the service charges you will pay in your next payment year, to reflect this.

No. By waiting until the end of your account year to calculate the exact cost made to you for services not received, we are able to make amends to the service charges you will pay in your new payment year, to reflect this.

As the risk of spreading the coronavirus continues, we want to keep all of our customers and colleagues as safe as possible. We continue to follow the advice from the government on how we can restart our services and return to normal as safely and quickly as possible.

Diagnosis of coronavirus should only be given by a trained physician however common symptoms of the coronavirus include:

  • Sudden onset fever/high fever
  • Cough
  • Headache
  • Stuffy/running nose
  • Sore throat
  • Muscle and joint pain, body aches, fatigue
  • Loss of taste or smell senses

If you think you have coronavirus or have been in contact with someone who could have contracted the virus visit the NHS’ website to find out if you need medical help and seek advice on what to do next.

You will also need to tell us if you have an appointment so we can rearrange it.

Coronavirus is most likely to spread from person to person so by having less contact between you and other people we can slow down the spread of the virus. You should also continue practicing good hygiene by washing your hands with soap and water for 20 seconds, using an alcohol-based hand sanitiser, avoid handshaking and covering your cough or sneeze with your elbow or in a tissue you then discard.

Yes, we want to make sure that you, your family and our colleagues are safe and reducing the spread of the virus. Please contact us as soon as you can to make us aware that you are self-isolating. We will keep this information only for as long as necessary to keep you and our colleagues safe.

Please share your concerns with a medical specialist or your GP, they may be able to offer advice relating to your own personal circumstances. If you think you, a family member or a neighbour may have contracted coronavirus please do not visit your GP, but go to the NHS website where you can find out if you need medical help and what to do next.

If you are self-isolating, reach out to neighbours, friends and family who can provide you supplies. You can also get food deliveries to your home through all the major supermarkets. Stay away from other people in your home and sleep alone if possible. You must also wash your hands regularly for 20 seconds, each time using soap and water.

We appreciate customers may have concerns about finances right now. Whether you have already fallen into arrears or not, we’re here to help. We know you’ll make every effort to maintain your rent payments but if you do get sick or can’t work because of the coronavirus, we’ll do everything we can to help you maintain your tenancy. We have set up an Accounts Specialist team to help you through this time and provide you ongoing support including explaining your options and helping you access the right benefits to reduce the risk of you getting into difficulties.

If you cannot work due to the coronavirus (self-isolating following government advice or infected) and are eligible for statutory sick pay, you will get it from day one.

To qualify you will need to be classed as an employee, earn an average of at least £118 per week and tell your employer you’re sick before their deadline.
Agency workers are also entitled to statutory sick pay.

You will not be eligible if you are getting Statutory Maternity Pay or have received the maximum amount of Statutory Sick Pay (28 weeks).

If you are not eligible for statutory sick pay but are infected with COVID19 or are prevented from working because of COVID19, you may be able to apply for Universal Credit or Employment and Support Allowance (ESA).

If you are already receiving other benefits, get in touch with us before you make any claims and we can advise what your best option is.

You can apply for Universal Credit online. If you need to make an appointment, call the number you are given when you submit your claim and explain your situation. In these circumstances, you can receive up to a month’s advance upfront without attending a job centre.

The DWP has announced temporary measures for Universal Credit to support people during this time. This includes an increase to the Universal Credit standard allowance and Working Tax Credit basic element by £20 per week for one year from 6 April 2020.

If you need to claim ESA because of coronavirus you will not have to produce a Fit Note. The usual seven day wait time will also not apply under these circumstances and you will receive this from day one.

You must tell the DWP as soon as possible that you are staying at home on government advice or have been diagnosed with coronavirus. This is very important to make sure you are not sanctioned. To do this, use your online journal or call the Universal Credit helpline (0800 328 5644).

If you cannot attend health reassessments or job centre appointments because you are self-isolating or infected, special arrangements will be put in place and appointments rescheduled. Mandatory work search and work availability will also be removed to account for a period of sickness.

From 8am on Wednesday 13 May 2020, self-employed individuals or members of partnerships whose business has been adversely affected by coronavirus will be able to apply for a Self-Employment Income Support Scheme (SEISS) grant, worth 80% of their average monthly trading profits, up to a maximum of £7,500), paid in a single instalment.

Check if you are eligible for the scheme here.

People will be able to make their claim on a specified date between 13-18 May, based on their Unique Tax Reference number. HMRC has assigned eligible self-employed individuals a specific date to apply on and this can be checked on HMRC’s online checker at any time. People will not be able to apply before their claim date but can make a claim after that day.

Those eligible will have the money paid into their bank account by 25 May 2020, or within six working days of completing a claim.

We will continue to make sure that your personal information is kept as securely as possible. Any details you give us about your health will only be used by us to ensure that we continue to give services in a manner which is safe for you, your family and our colleagues. We will only share that information with those organisations who provide public health support when absolutely necessary and lawful to do so. Please read our customer privacy notice for more information. If you have a trusted relative or friend that you wish us to contact about matters affecting your tenancy if you become ill then please contact us so we can arrange for you to receive the forms.

We have introduced some robust measures to make sure you, your family and our colleagues are safe. Unfortunately, we have had to close our communal lounges, stop group activities and cancel any guest room bookings. We have increased cleaning in the schemes and will continue to provide the meal service directly to customers’ doors. There will also be remote contact with customers and responses to alarm calls will be through the call system.

We are doing everything we can to minimise the risk of coronavirus for our colleagues and our customers. If we do experience a high level of staff absence, we have business continuity plans in place that will see people leading our non-essential activities moved to help support our most important activities. We are also working with the local authority and partners in the community to make sure the vulnerable are supported.

If you have been unwell or are self-isolating then do not use the community laundry facilities. If you have been unwell please follow the following government guidance. If dirty laundry has been in contact with an ill person, you should wait a further 72 hours after the 14-day isolation period before washing your laundry in communal facilities. Items that are heavily soiled with bodily fluids, for example vomit or diarrhoea, should be disposed of.

Our guest rooms are currently unavailable to make sure you are as safe as possible. We will be cancelling already booked appointments and will not be taking any further bookings until the government’s strict measures are lifted. Friends and family should not be visiting you unless they are providing essential care for you.

It is important that you are prepared for long periods of self-isolation. You may wish to contact your local pharmacy to see if they offer release prescription and delivery services in your area. You should also ask your local bank to set up standing orders or direct debits for core bills if you have not done so already, some banks also offer telephone banking. Most high street supermarkets offer online shopping and delivery services so book a slot as early as possible to make sure you receive food and necessary supplies. Some supermarkets also offer telephone shopping.

Whether you are showing symptoms or not, it’s a good idea to phone ahead to see what your medical professional advises. If you do have symptoms, make sure you tell them.

Whilst the majority of people are looking out for their family, friends and neighbours at this time, unfortunately there are some people who are taking advantage of the situation. If you receive a call, an email or a knock on your door from people claiming they are offering services or testing for coronavirus, please alert us immediately and follow the below guidance:

  • Do not give any personal information (name, address, bank details, contact details) to people without verifying their credentials. Always ask for ID and contact the company they work for directly to check.
  • Make sure your computer has up to date anti-virus software and a firewall installed
  • Many frauds start with phishing emails. Banks and other financial institutions will not send you an email asking you for information or to click on a link, so never provide this information
  • Never give out personal details or bank details over email or over the phone
  • Sign up to Verified by Visa or MasterCard Secure Code when you are given the option to when shopping online. This will involve registering a password with your card company and adds an additional layer of security to your transactions.
  • Regularly check bank statements for entries you don’t recognise. If you don’t recognise a transaction, contact your bank immediately.
  • Destroy or shred any receipts or post with your card details on.
  • If you think you have been a victim of fraud or want to check unusual activity, contact us immediately.

Whilst home is widely considered the safest place to be, this is not the reality for victims of domestic abuse. If you or someone you know is at risk, then know that you are not alone, get in touch with us or call 999 if there is immediate danger.

There are also a number of support charities and organisations specifically tailored to support victims of specific forms of abuse. Click on the links below to visit the websites of the following organisations suggested by the Community Safety team and find out what their services can provide for you:

  • Women’s Aid
    Service to provide support and safety for Women, children and families suffering from domestic abuse.
  • Mankind – Male domestic abuse service
    Domestic Abuse support service for Men.
  • GALOP
    Galop can help if you experience homophobia, transphobia or biphobia wherever it occurs, including at home, in public, at work, online or in cruising sites.
  • National Centre for Domestic Violence (NCDV)
    The National Centre for Domestic Violence (NCDV) provides a free, fast emergency injunction service to survivors of domestic violence regardless of their financial circumstances, race, gender or sexual orientation.
  • Victim Support
    Online and phone support line for individuals in the UK.
  • Dash charity
    Confidential advice and support charity for individuals and families suffering from domestic abuse.
  • Paladin Stalking Service
    Support and hotline for victims of stalking in the UK.
  • Karma Nirvana
    Help and support for victims of honour based violence and forced marriage.
  • Oii My Size
    Healthy relationship advice, help and support for teenagers suffering from pressure and abuse in relationships.
  • Hollie Guard app
    An app for women designed to keep victims safe and to monitor the abuse, conspicuously contacting, track location and record instances of abuse.
  • Polish Domestic Abuse helpline
    Service to provide help for Polish nationals living in the UK.
  • Hampton Trust
    A charity which runs programs for perpetrators of domestic abuse.
All services are running normally. Please do not hesitate to get in contact with us, or with any of the services listed below should you need help.

The National Centre of Domestic Violence (NCDV)  is fully operational. NCDV provides a free, fast emergency injunction service to survivors of domestic violence regardless of their financial circumstances, race, gender or sexual orientation.

With the current coronavirus outbreak, the center wants to reassure you that NCDV is fully operational. They are running all normal services and have also increased our capacity to handle more referrals if necessary.

The investments they have made in technological solutions over the past 10 years are now allowing their staff to operate without risk and provide solutions to more victims of domestic abuse and violence.

Please continue to contact them in the usual way, their helplines will remain fully open and referrals through our website and app will be attended to as usual.

 

Support services available to you:

Click on the links below to visit the websites of the following organisations suggested by the Community Safety team and find out what their services can provide for you:

  • Women’s Aid
    Service to provide support and safety for Women, children and families suffering from domestic abuse.
  • Mankind – Male domestic abuse service
    Domestic Abuse support service for Men.
  • GALOP
    Galop can help if you experience homophobia, transphobia or biphobia wherever it occurs, including at home, in public, at work, online or in cruising sites.
  • National Centre for Domestic Violence (NCDV)
    The National Centre for Domestic Violence (NCDV) provides a free, fast emergency injunction service to survivors of domestic violence regardless of their financial circumstances, race, gender or sexual orientation.
  • Victim Support
    Online and phone support line for individuals in the UK.
  • Dash charity
    Confidential advice and support charity for individuals and families suffering from domestic abuse.
  • Paladin Stalking Service
    Support and hotline for victims of stalking in the UK.
  • Karma Nirvana
    Help and support for victims of honour based violence and forced marriage.
  • Oii My Size
    Healthy relationship advice, help and support for teenagers suffering from pressure and abuse in relationships.
  • Hollie Guard app
    An app for women designed to keep victims safe and to monitor the abuse, conspicuously contacting, track location and record instances of abuse.
  • Polish Domestic Abuse helpline
    Service to provide help for Polish nationals living in the UK.
  • Hampton Trust
    A charity which runs programs for perpetrators of domestic abuse.

Cafe FAQs

As of Monday 27 July The Round About Café in Mansbridge will be open Monday to Friday, 10am-2pm.

As of Tuesday 21st July Café 1759 in Bordon will be open Tuesday to Friday 9am-5pm and Saturdays 9am-3pm.

We have closely monitored government advice and guidelines to decide on the most appropriate time to re-open Café 1759 and the Round About Café. In line with the government’s recovery planning we are re-opening our cafes at the same time as other local cafes and eateries, with increased safety measures. We are also passionate about providing safe, welcoming places for people to go and are pleased to be able to offer that now it is safe to do so.

At both cafes we have installed safety screens and are frequently sanitising tables and counters. We are also undertaking daily health checks with our colleagues to ensure they are fit and healthy to work. At the Round About Café we are only offering a takeaway service to minimise customer/colleague contact.

We ask that if you plan to visit with members of your own household you pre-book a table so we can plan accordingly. At the Round About Café we are only offering a takeaway service, and we suggest that one person places an order for their whole party if visiting with friends or family.

Café 1759 is much larger than the Round About Café and therefore it is safe for customers to visit and sit down indoors. We are taking all necessary safety precautions at this time which involves minimising customer/colleague interaction in small spaces.

Yes, we are dedicated to tackling food poverty and supporting communities in the best way possible. We are taking a phased approach to returning to business as usual and will be working closely with partners and external support services to ensure anyone still in need of support is able to access it. We are preparing to re-start our Good Grub Club virtually, which tackles holiday hunger, and look forward to supporting families in Milbrook.