COVID-19 IMPACT ON SERVICES
Temporary Service Changes
We are starting to plan for a return to the office around the middle of October. For more information about this please read our Summer Edition of Rural Matters. At present staff will remain working from home and the office remains closed. Our normal working hours will be reduced until further notice as follows:
Contact business hours for tenants will be reduced to Monday to Friday 9am to 1pm. We will operate an answering service from 1pm to 5pm Monday to Thursday and 1pm to 4pm on a Friday. We will monitor the answering service for emergencies each afternoon.
- Please only contact us by phone during our reduced business hours to report an emergency or urgent repair and try to avoid contacting us unless it is absolutely necessary.
- We have had to reduce our service as a result of the further lockdown restrictions and impact on our resources.
- It may take us longer than usual to deal with your requests but we will do all that we can to respond as quickly as possible.
- We thank you for your patience and cooperation during this time.
We will update you through this website and SMS text messaging as soon as this is likely to change. In the meantime please continue to contact us:
01786 841101 or
contact your Housing Officer directly or
email our enquiries email address - firstname.lastname@example.org -
We thank you for your continued cooperation.
We must all work together in order to try to prevent the spread of Coronavirus and protect our family, friends and the most vulnerable within our communities.
Please read our COVID-19 Safety Measures.
Or watch this short video
Self-isolation & Social Distancing
It goes without saying that you should all now be following the principles of social distancing within your communities. Please let us know if you have symptoms of Coronavirus or a member of your family has and you are currently in self-isolation. The information you share with us will be treated with the utmost confidence and only shared with a third party if emergency works are required within your home. We are grateful to all of our tenants and staff for their patience, support and understanding at this uniquely challenging time.
1. Paying your rent during the COVID-19 crisis:
We have updated our guidance on paying your rent and financial difficulties during the outbreak. You can read more here.
Please also see our frequently asked questions.
You can get free income related financial advice and support from the following agencies:
- Shelter Scotland - 0808 800 4444
- Citizens Advice Scotland - 01397 705 311
- The Money Advice Service - 0800 138 7777
- Scotland's Financial Health Service - 01349 886 606
- Step Change - 0800 138 1111
Here is a link to the latest STEP e mail containing information on latest business support. Again scroll through for various pieces of information and further links.
2. Home visits and face-to-face appointments
We appreciate many of our tenants prefer to meet face-to-face with our staff. We know this is a very worrying time which is causing deep anxiety and concern. We are here to help you where we can. We can offer our new Near Me video meeting service which is accessible via the action button on the home page of the website.
If you need to contact us urgently, please visit the Staff Team area of our website where you will find contact information for all members of staff. Where we are identifying that tenants' means of paying have been affected, we are offering a follow up call from our Income Maximisation Officer, Kevin McGhee, who is able to give specialist advice about benefits and other money advice.
Right to Repair
Due to current government restrictions for coronavirus we have suspended the Right to Repair element of our reactive repairs service. This is in line with guidance from the Scottish Government. We will review the service on an ongoing basis and keep you informed of any changes as and when it is appropriate to do so. (This is currently under review)
The wellbeing of our tenants and staff is of paramount importance to us, which is why we are following Government advice and have made some changes to the services we offer.
WE WILL GET THROUGH THIS TOGETHER
For further details on current Lockdown Restrictions, please see the Scottish Government website.