Coronavirus – Important information for residents

We understand many of you will have growing concerns about coronavirus.  The safety of our customers, staff and contractors remains our number one priority.  We wanted to let you know how we are reducing risk during the current coronavirus threat and what you can do to help us.

Firstly we are monitoring the situation closely and you can read the Government’s latest advice on their website.

We are focussing on minimising risk whilst delivering services to our customers. We are taking a number of preventative steps to keep you and others safe from the virus. This means that you will see some changes in the way we work.

We are following the current Government guidelines. This means that if any staff members are unwell for whatever reason we have asked them to remain at home.

From Wednesday 18 March 2020 our offices will be closed to visitors and residents.  Even though the office is closed, we are still working and you can continue to contact us in the usual ways.  Call us on 0117 942 4600, email your Housing Officer or contact us online via our social media channels – Facebook and Twitter and our website.  Please get in touch with us if you need to.

This is a challenging time for everyone and we understand that you may have further concerns.  We have tried to answer some frequently asked question that you may have below:-

What does this mean for residents?

From 18 March 2020, our teams will not be visiting you at home except in an emergency or where an essential repair is required. We are still available though on the phone or email, so please do still get in touch if you need to.

What is classified as an emergency?

An emergency is identified as anything that puts the health and safety or security of a resident or third party at immediate risk or which affects the structure of the building.  For example, the total loss of water, a major fault with the electricity supply or a gas leak.  Any out of hours emergency repairs will be to ‘make safe’ only.

Working with our repairs partner HRS, we will also be treating gas servicing as an essential service.

What should I do if I think I may be infected or if I need to self-isolate?

If you think you may have coronavirus or you are self-isolating, we are asking residents to let us know as soon as possible.  Please contact your Housing Officer by calling 0117 942 4600, opt 1 and then opt 2.

How will this affect my rent payments?

We will continue to collect rent payments as usual.  Please remember, you can pay your rent online or by phone.  Please do not come to our offices as they will be closed to visitors.   If you have any questions or concerns regarding your rent or rent payments please contact your Housing Officer as soon as possible.

We may contact you over the coming days

Please be aware that your Housing Officer may contact you in the coming days to ensure that we have all your details up-to-date on our systems.  This will help us to respond appropriately if we need to deliver a service to you.

How do I keep up-to-date?

As the situation is constantly evolving, we’ll be using our website and social media to provide you with information if there are any changes to our services. If we hold a mobile telephone number and you have given us your permission, we will also inform you by text message.

If you have recently changed your contact details or you think the ones we hold are out of date, please contact us to provide this information.

We appreciate that this may be an anxious time and we want to ensure we can continue to provide services and to keep you and your home safe.

Please check here on our website, following us on Facebook (@ucommunities) or Twitter (@U_Communities)

You can also stay up-to-date by visiting the Government’s Coronavirus (COVID-19): latest information and advice page.

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