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Information for customers about coronavirus

Updated 7 April 2020


We have been closely following the updates and government guidelines regarding COVID-19 (coronavirus).


Please rest assured that the safety of our customers and employees is our top priority, and we’re working hard to put the right measures in place to make sure that we can continue to deliver our services to you.

Got spare PPE? Let us know!We are compiling detailed FAQs pages to answer the questions we are being asked most about the coronavirus situation. For more information see:

We will be updating this section of the website as needed during the course of the pandemic.


Office and site closures

We’ve taken the decision to close our offices to the public for now in line with the current guidance to limit the spread of the coronavirus. However, we’re still available on the end of the telephone, contact us as normal on 0800 013 8555 / 0115 844 3150 or email info@ncha.org.uk.
 
Deliveries to our Nottingham and Ollerton offices can still be made where necessary, contact us on 0800 013 8555 for details.

To protect our vulnerable customers, we’re also not accepting visitors to some of our care homes. If you're trying to get in touch with a friend or loved one, please contact the relevant care home directly for details before travelling there.


Paying your rent

Even though our offices are closed you can still pay your rent by:

• Logging into your myNCHA account
• Calling us on 0800 013 8555
• Calling AllPay, available 24 hours a day, on 0844 5578 321

We’ll expect rent payments as usual, but we recognise some people will be facing some challenges in relation to working hours and income. We have specialist advisors in our team who can help you with these difficult situations, so please talk to us on 0800 013 8555.

If you’ve experienced any change to your income, visit the Entitled To and Turn 2 Us websites to see if you quality for additional help due to reduced income.
  
Local Jobcentres are making allowances for anyone who needs to make a new claim or to maintain an existing claim.
  
If your income is reducing dramatically, in most cases it’s best to make a claim without delay (particularly if you don't currently claim any help with housing costs or if your work is stopping altogether). However, as every household’s circumstances will be different, contact us or the Department for Work and Pensions for specific advice.
  
More information can be found on the following websites:


Reporting a repair

We’ve had to change our repairs service due to limitations that have been placed on our services by the current coronavirus pandemic. This includes a temporary suspension of our Service Standards.

Due to the impact of the pandemic, we are unable to undertake any work other than priority and emergency repairs. We will review this weekly with our repairs contractors. We may be able to continue carrying out communal or external non-urgent repairs where conditions and resources allow.

We are therefore suspending all current and newly reported routine and non-urgent repairs.

We will attend when people's health and safety are at serious risk, or when major damage may be caused to the property. We're prioritising emergency repairs to keep you safe in your home, but we’re postponing other repairs to avoid any unnecessary person-to-person contact at this time.

We will carry out any works following current World Health Organisation and Public Health England recommended precautions, and have established procedures to follow before any visits can take place to keep you and our colleagues safe during any priority works.

Priority/emergency repairs we will aim to attend to during the pandemic include:

  • Gas leak
  • Burst pipe or uncontrolled leaks
  • Total loss of power or lighting (not caused by your appliances tripping the supply)
  • Reports of no heating or hot water (temporary heating will be offered if the repair cannot be completed immediately)
  • Any repair necessary to keep the property secure and weatherproof
  • Blocked drains and toilets (if there is only one toilet in your home and you have tried to clear the blockage)
  • Flooding to your home
  • Security issues with external doors and windows
  • Damage to the structure of the property or caused by fire

We aim to attend these priority repairs within 24 hours where possible.

Our key health and safety compliance programmes, including gas servicing, will continue.

All other repairs will be logged and put on hold for the moment, this may include any work that has been identified as legal disrepair.

Thank you for your patience in these unusual times.


Changes to complaints and service standards

Coronavirus is having a big impact on our staffing levels, and so we’re having to make some changes to the way we manage and respond to complaints:

  • For the time being, we’re extending our standard response time for complaints to 30 days – this applies to complaints that we’ve already received, as well as new complaints.
  • As mentioned previously, we’ve had to suspend all non-emergency repair work. We’re also having to suspend our repairs service standards, and so we won’t be accepting complaints about repairs unless they relate to urgent/emergency repairs, or vital health and safety issues.
  • We now have emergency service standards in place. We'll only accept complaints where we've failed to meet these revised standards.
We appreciate your patience in what are very unusual times, and we’ll review things regularly so that we can restore services to their normal levels as soon as it’s safe to do so.


Visits to your home

We’re taking the necessary precautions to protect both our employees and our customers.

If you’re self-isolating or have been diagnosed with COVID-19 and we’re due to visit you in your home, it’s really important that you call us on 0800 013 8555 to let us know beforehand so that we can make the necessary arrangements.


Social distancing

We’re encouraging all of our customers to follow the government guidelines to limit the spread of coronavirus. Unfortunately we don’t have the power to enforce social distancing and would hope that customers take personal responsibility for their household’s actions.

Take a look at the gov.uk website if you’re unsure of the government guidelines regarding social distancing.

We’ll be publishing more information in Link and on our social media channels to encourage this.

We’re aware that an increase in the number of people, especially children at home may in some cases lead to an increase in anti-social behaviour. You can still report this to your estate officer by calling us on 0800 013 8555 or emailing info@ncha.org.uk and it will be dealt with accordingly.


We'll be continuing to monitor the situation carefully over the coming days and weeks and will update this page and our social media channels as and when things change.

In the meantime, please continue to follow the latest government and Public Health England guidance on COVID-19.