Coronavirus: an update from us

April 2nd, 2020 in Home Group News

We know this is a difficult and worrying time for many of our customers. We’re here to help.

As the situation with Coronavirus is evolving quickly, we are following government advice closely and our priority remains to do everything we can to keep our customers and colleagues safe and well.

We know you have questions and we’re sharing the frequently asked ones here. Please keep checking back as we know this situation will continue to change and we will add information when it’s new and helpful.   

Frequently asked questions

I’m worried about paying my rent or service charge. What can I do?

We understand this is a really difficult situation for some of our customers. Our team are on standby to help you with this and make sure you get the support you need.

To help, we’ve introduced some new policies and advice. You might be able to pay less for a while . Although you will still have to pay the balance at a later date, we will set a sensible repayment agreement with you and you can be confident that this situation will not affect your tenancy with us.

Our Housing Managers are contacting customers directly to discuss what you need but they might not manage to reach everyone so don’t hesitate to call us.

If you need to speak to us more urgently, call our team on 0345 141 4663 so that we can discuss your circumstances and help put in place the things you need to lessen any concerns you have about paying your rent.

If you can’t pay your rent or service charge because you normally go out to pay it, and you’re currently in isolation, call the team on 0345 141 4663.

If you have any questions about benefits, please visit the government Help to Claim service

Are you still doing repairs?

For the health and well-being of our colleagues and contractors, we have made the difficult decision to move to carrying out emergency repairs only for the near future.

Customers can still log non-emergency repairs with us, and we will be in touch to discuss the best time to complete these. We are not able to provide timescales for this at the moment. 

Where can I find out more information about Coronavirus?

If you would like further information about Coronavirus, please visit the NHS website.

I’m on the waiting list for a rented property. Will I still get a home?

We are assessing applications for rented housing a little differently at the moment to make sure we can continue to help people who urgently need to move. This includes, in some cases, working with local authorities who have asked for our help to house individuals or families in an emergency. If you do not urgently need to move at the moment, we may ask you to wait a little longer, in line with government guidance which says that people should avoid moving home at the moment.

I’m about to exchange/I own a shared ownership property and I’m concerned. What can I do?

Our new policies and procedures about rent payments apply to shared ownership customers as well. Although you will still have to pay the balance at a later date, we will set a sensible repayment agreement with you.

If you are buying a shared ownership property and have concerns about payments, contact our team on 0800 073 0600.

If you already own a shared ownership property and are worried about your rent payments, you can contact our team on 0345 141 4663.