Read our response to coronavirus and our responsibilities to our tenants, plus information on rent advice, repairs, safety work and grounds maintenance.
As your landlord we want to make it clear what services we can provide during this really difficult time.
Our priority is to keep you and your home safe and to carry out all the duties that are expected of us as a social landlord.
Where possible we will signpost you to the best and very latest help and support. Plus we’ll make it very clear what your responsibilities are too.
After all, we’re in this together and we’ll get through this together.
These responsibilities are based on current government guidance (30 March 2020)
Our responsibilities during the COVID-19 outbreak
To keep our customers safe and to keep their homes free from hazards
To carry out the necessary repairs to do this
To take a common-sense approach to on-urgent issues in your home
To carry out all schedules compliance inspections and tests where they are needed
Tenants' responsibilities during the COVID-19 outbreak
To let us know if there are any issues with the condition of your home and to work with us to put them right
To allow the Trust - or our contractors - into your home to inspect or fix urgent health and safety issues
To stick to the terms of your tenancy agreement wherever possible, including paying your rent.
Read the full document
Most importantly, speak to us
During this uncertain time, it’s important to remember that we're here to help and support you.
You can contact us by:
- Speaking to us on live chat
- Emailing firstname.lastname@example.org
- Calling 0800 012 1311
Our phones are quite busy, but your call is important so please be patient we really want to talk to you.
Are you struggling alone through this lockdown? Is loneliness getting you down? Maybe someone you know needs help with groceries or medication. Perhaps you feel unsafe in your own home. Don't suffer in silence. There are people who are ready to help.
If you are having difficulties paying your rent - contact us straight away.
Above all we want to help. So don't struggle alone.
Ways to pay your rent during the outbreak:
- My Account
- Direct debit
- Standing order
- Calling 0800 012 1311
Until you're advised otherwise, you can also:
- Pay by post
- At the bank
If you would like to talk to someone about your rent email email@example.com and someone will be in touch.
You might have seen our vans out and about on the roads that's because our teams are working hard to keep you safe in your homes.
At the moment we are only doing emergency visits.
If you are contacting us to report an emergency repair we will be taking additional precautions to keep you and our staff safe.
So don’t be surprised if you are asked a few more questions on the phone or at your front door. (Eg is anyone self isolating with symptoms.) We are doing this to help keep everyone safe, so we hope you understand. Any personal health information you provide will be kept confidential.
We will be continuing to carry out servicing to make sure that all our homes are safe. This will include things like:
- Electrical tests
- Gas servicing
- Water safety testing
- Fire safety assessments, servicing and testing
- Asbestos risk assessments
- Testing and servicing of lifts
If we are part way through doing up your kitchen or bathroom we will finish the work.
But if we haven’t started on yours yet we will need to postpone the work until further notice.
Our grounds maintenance team is working hard to get back on schedule after providing a limited-service due to the pandemic.
Protect yourself, your community and our teams by following the government guidance.
- Make sure you are 2 metres (6ft) apart from anyone outside your household
- Do not invite visitors into your home. Six people for different households can meet outside (eg public spaces and gardens)
- Do not gather at the doors, in the corridors or communal areas
- If you have a communal lift, only one person in the lift unless you live in the same household
If you are concerned that a neighbour isn't following these guidelines please get in touch. If we need to, we will take appropriate action.
Ways to get in touch
- Call Freephone 0800 012 1311
- Email firstname.lastname@example.org
- Or chat to us online at www.peaksplains.org