Coronavirus (COVID-19) - Frequently Asked Questions

Your health and safety is our top priority. We are doing everything we can to keep you safe and protect the services that are important to you. If you think you or a member of your household may have picked up the virus and are now self-isolating or social distancing, please let us know. We are closely monitoring government advice and as the situation evolves are making some changes to our services.

Please note, in accordance with Government guidance we are only carrying out emergency repairs which include: the security of your home, leaking water that could cause damage to your home, loss of heating and hot water or loss of electricity.   

View our frequently asked questions (FAQs) below, or if you have read our FAQs and have not found the answer to your question, please call us on 0344 736 0066.

 

Last updated 26/03/2020

Paying my rent

 

What happens if I can’t afford to pay my rent during this time? 

We understand that some residents might experience financial difficulty during this time. Our Financial Inclusion Team are here to help. If you can’t pay your rent for any reason, please contact us on 0344 736 0066. 

We recognise that these are difficult times and will do all that we can to support you. 

Click here to understand more about Universal Credit and Coronavirus >

I can’t work due to the Coronavirus and am struggling to pay my rent, can you help? 

As you may be aware the government has extended statutory sick pay to people affected by coronavirus. However, if you're not eligible for it, we’d urge you to claim Universal Credit or Employment Support Allowance – and we’ll help you do that if you need us to. 

We understand that some residents might experience financial difficulty during this time and our financial inclusion team are here to help. You can contact us on 0344 736 0066.  

We recognise that these are difficult times and will do all that we can to support you. 

Click here to understand more about Universal Credit and Coronavirus >

Repairs service

 

Will you still complete my repairs?  

To protect you and prevent the spread of Coronavirus (Covid-19) we will only be responding to emergency repairs until further notice.  

Emergency repairs at this time includes: Security of your home, leaking water that could cause damage to your home, loss of heating and hot water, loss of electricity to your home.   

If you think you or a member of your household may have picked up the virus and are now self-isolating or social distancing, please let us know and we will assess your circumstances individually.  

We’re doing this as part of our plans to help make sure that we can keep delivering the services you need most during the coronavirus outbreak. 

If we do carry out a repair for you, you may see our staff wearing protective clothing, such as face masks and gloves as well as following guidance on social distancing. This is to protect them and you as they go about their work. 

We are not providing a routine repair service at this time.  

 

I have reported a repair. Will you keep my appointment? 

To protect you and prevent the spread of Coronavirus (Covid-19) we will only be responding to emergency repairs until further notice.  

We will be contacting anyone with a repair appointment over the next three weeks, and will reschedule your repair. 

 

Will you still complete planned and major repairs such as bathroom and kitchen replacements for example? 

Planned and major works are being suspended. We will contact you if you are affected by this change.  

If we identify any major work requirements, we will ensure your home is made safe and will arrange an appointment to complete the works later.  We apologise for the inconvenience this may cause. 

 

Are you still carrying out annual gas servicing? 

We are continuing to undertake all our annual gas servicing requirements.  

Our gas servicing programme may be disrupted during this time meaning that we carry out your gas service within a 12 month period (instead of 10 month period). We will contact any customer affected by this change. 

We know this is a worrying time, but your gas service is important to keep you, your family and neighbours safe.  

If there is a service due in your property, we will call you beforehand to be sure you’re OK and to check if you or any members of your household are self-isolating or social distancing. 

If you think you or a member of your household may have picked up the virus and are now self-isolating or social distancing, we’ll arrange another appointment time for when you are well and continue to keep in contact you to ensure the appliance doesn’t require a repair.?  

If we do carry out a service for you, you may see our staff wearing protective clothing, such as face masks and gloves as well as following guidance on social distancing. This is to protect them and you as they go about their work. 

 

Can I still book a repair?   

You can report emergency repairs over the phone on 0344 736 0066.  

Repairs cannot be reported online during this time.  

Vulnerable and older customers

 

I live in a sheltered scheme; will I still be able to use the communal areas? 

Given Government guidance on minimising non-essential interaction, communal lounges and kitchen areas will be closed until further notice. If you already receive a telephone or intercom wellbeing call during the week (Monday to Friday), these will continue to take place however they may be delivered by a colleague from our wider Care and Support team and not your usual Scheme Manager. 

 

Will visitors still be able to come to see me if I live in a sheltered scheme? 

During this time, we will be asking residents to only accept visitors for essential appointments such as caring duties, property repairs, provide health, social care and welfare visits and food deliveries. 

 

Will Scheme Managers still be based on site? 

This will vary from scheme to scheme. We may introduce a remote scheme management service with varying Scheme Manager presence (dependant on individual circumstance). We will communicate individually with residents about the availability of these managers and ensure there are other forms of contact in place to support you during this challenging time. 

 

What support is available to help customers? 

We understand that the coronavirus (Covid-19) is causing much anxiety and concern. If you are experiencing difficulties because you are self-isolating, please let us know and we will see if we can help.  

We are phoning customers who we know might need support during this time. If you would like a wellbeing call, please let us know on 0344 736 0066.  

If we don’t have your current contact number and/or email address, please update your account online or call our customer contact number on 0344 736 0066.   

Keeping in touch

 

Can I still call if I need to talk to a member of staff?  

As of Wednesday 18 March 2020 we are closing our public reception areas until further notice. You can still get in touch in the following ways: 

Telephone: 0344 736 0066 
Facebook: Facebook.com/TheRegendaGroup 
Email: info@regenda.org.uk 
My Regenda Homes Portal: Existing customer can check your rent balance, pay rent and raise repairs. If you haven’t registered simply visit our website to register. https://www.regenda.org.uk/myregendahomes 

 

How will you keep residents updated? 

We are closely monitoring government advice and as the situation evolves are making some changes to our services. We will keep you updated via our website and social media, or will contact you by phone, email or text message when required. 

Moving home

 

Can I apply for a new home? 

Yes. If you would like to apply for a new home please contact our Lettings Team on 0344 736 0066 or apply to your local choice based lettings scheme.  

 

Can I move into a new home? 

To protect you and prevent the spread of Coronavirus (Covid-19) we will not be arranging any viewings or signing up new tenants until further notice.  

We will continue to support emergency rehousing needs as requested by Local Authorities. Please contact your Local Authority if you are homeless. 

Cleaning and grounds maintenance

 

Will you be carrying out window and communal cleaning and grounds maintenance services?

To protect you and prevent the spread of Coronavirus (Covid-19) we have cancelled all non-essential works until further notice. This includes communal cleaning, window cleaning and grounds maintenance services.

This means that we will not be carrying out these services at this time. We will recalculate your service charge and send you an update as soon as we can.

We apologise for any inconvenience caused.

 

Suppliers

 

Message to all our suppliers and partners

During this challenging operating environment in which we all find ourselves, we are working hard to ensure there is minimal disruption to our relationships with suppliers and partners.

We wanted to assure you that we have put in place new ways of working to ensure we can continue to place purchase orders, process invoices, and pay you on time.

If you experience any issues with any of these please let us know as soon as possible using the contact details below. If you are facing financial challenges and would like to get in touch regarding earlier payment, again please let us know.

Email: stef.fearns@regenda.org.uk

Telephone 0151 703 3143

For the latest health advice please visit: https://www.nhs.uk/conditions/coronavirus-covid-19/  

Information about the virus is being updated regularly. We advise you to keep up to date with the latest information. 

We will update this page regularly as new Government guidance is announced to keep you updated with any change to our services. 

Last updated 24/03/2020