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We hope that you and your family are keeping well at this difficult time.

You may be aware that the Government have set out a three-tiered approach of COVID alert levels across England. The three tiers are medium, high and very high and the rules about what you can and can’t do depend on what tier your area is in.

You can find out the coronavirus restrictions in your local area on the Government’s website. The NHS COVID-19 App also has this information and can be downloaded onto a smart phone.

It is a good idea to keep checking the Government updates to understand the rules and whether the area you live in is subject to additional restrictions. The current rules for the medium, high and very high tiers can be viewed on the Government’s website.

Services remain unchanged

No matter where you live, at the time of writing, our services to residents remain unchanged.

We will continue to carry out our services as we have been doing over recent months and we continue to observe the Government guidelines on safe working practices. This is a fast-moving situation and we may need to change the service we offer depending on Government advice and the situation we face in future weeks and months.

Possible delays to repairs appointments

Due to an increasing number of our repairs staff and some of our sub-contractors having to self-isolate, we may have to rearrange your repair appointment. If you’ve already made a repair appointment, it’s possible that we may contact you to rearrange. However, if you don’t hear from us, then a technician will visit as planned.

If you contact us to make a new appointment, there might be a longer than usual waiting time until a technician can visit to do the repair.

We will continue to do emergency repairs within 24 hours. An emergency repair is where there is an immediate risk to life and/or a danger to property that requires making safe urgently, such as a burst water pipe or serious electrical fault.

Asking our residents to wait longer for a non-emergency repair isn’t ideal. We do appreciate your patience and understanding during these difficult times.

Gas and Electric safety checks

It is important that we can access your home to carry out essential gas safety and electrical safety checks and carry out repairs. Please let us into your home to help us keep you safe.

Safe working practices

Our staff continue to take extra precautions before anyone enters your home to stop the spread of the coronavirus. Before appointments, we’re phoning to check if anyone in the household has any coronavirus symptoms and we’ll rearrange any appointment as necessary.

On arrival, our technician will ask again if anyone in the household has symptoms before entering your home. This is to ensure it’s safe for our member of staff to carry out the appointment. For the safety of residents and staff, all Together Housing staff members entering a resident’s home must wear a face covering.

Please be assured that we also have strict procedures in place to ensure that any staff experiencing symptoms of coronavirus will stay at home and not attend work. This also applies to any staff that may have been exposed to coronavirus.

For more information on your appointment and our safety measures, you can watch our video.

Planning ahead

The Government may enforce a national lockdown if the spread of Coronavirus increases. This is being referred to as a ‘circuit-breaker’. The Welsh Government have introduced something similar for Wales and called it a ‘firebreak’.

We have started to plan for this possibility. Our priority services, such as, emergency repairs and gas and electric safety checks will continue during a period of national lockdown.

Due to the safe working practices we now have in place we can deliver many of our services safely therefore they shouldn’t be affected by additional restrictions. However, we may see some disruption to schedules for routine repairs, cleaning and grounds maintenance services during any national lockdown.

We will update residents via our website, social media, email and text message if a national lockdown is announced.

Here to help

We know that this is a difficult time for many of our customers and we really are here to help. We don’t want anyone to lose their home, so if you’re struggling financially or can’t pay your rent for any reason, please get in touch so that we can work with you to find the best solution. There is so much we can offer to help you during this difficult time.

Contacting Together Housing

You can contact Together Housing in the following ways:

Online – This can be done 24 hours a day
Telephone – 0300 555 5560 – lines are open between 9am and 5pm Monday to Friday (Emergency service only outside these hours)

Coronavirus Together Housing services following Government updates