Update on Services

27/05/2020

Update on services to you

Thank you

We want to thank you for your patience and understanding in these challenging times where we have had to make some changes to the services we provide to you in light of the on-going pandemic.

We have had contact with many of you over the past few months and through this we have heard many stories of community spirit and support for each other which is heart-warming. We have also received thanks to our staff who have been working in front-line services and behind the scenes, these are gratefully received, thank you!

Your wellbeing

Your wellbeing is of upmost importance to us, and we want you to know that we are still here and able to offer you advice and to signpost you for further help. We’ve been helping many of you to access food through food bank vouchers, extra support with things like shopping and prescriptions via the wellbeing hubs, and money advice through Homemaker.

If you are struggling in these difficult times, please don’t hesitate to get in touch with us on 01392 273462.

Changes to services

Repairs and maintenance

Our repairs service has been continuing to deal with emergency and health and safety maintenance works in your homes and in communal areas. Our repairs team have been taking necessary precautions, including using personal protective equipment (masks, gloves etc.) to protect you and our staff.

We continue to need to access your homes for carrying out gas and electrical safety checks. These are a common cause of accidents and fires in homes if appliances are not safe so it is important that we carry these out, where possible. If you get an appointment letter and are worried about us coming in, please contact us on 01392 273462 so that we can talk to you about the process and the measures we are taking to keep you safe.

Our team have been working hard to put in place new procedures and working practices so that from the 1^st June we can begin work on non-emergency repairs. Please bear with us as we will be working through a backlog of repairs from the last few months and we may not be able to get to you as quickly as we would normally like to. Please refer to your Tenants Handbook for information on our usual response times for repairs.

We would like to remind all tenants that 2 metre social distancing measures are required for us to work safely in your home, please be mindful of this and respect the safety of our staff. Thank you.

Grounds Maintenance

These non-essential services have been paused so far during the lockdown period but we have put in place measures so that the team can safely return on the 1^st June. So they will be getting back to the grass cutting and hedge trimming soon!

We’ve received mixed views on grounds maintenance including some positive news about the way the longer grass and wildflowers in some areas are attracting and supporting bees and other wildlife. We will look to keep some of these areas longer and other areas shorter at some schemes to help the environment.

Housing Services

The Housing Team has continued to respond to your queries and concerns from their homes about all manner of things from how to get help with food, how you’re going to pay your rent, to complaints about neighbours. They have also been making regular outbound calls to many of our more vulnerable residents to ensure they are doing ok and providing support where needed.

The frustrations of lockdown are affecting many of us and this can lead to poor mental health for some, especially where there are family or neighbourhood tensions. Please be kind to each other, and mindful and respectful of your neighbours, always, but particularly during these times.

We are not yet out and about meeting with you in person on our usual estate visits but we are working on plans for this, and visits to your homes, when it is safe to do so. In the meantime we are liaising with you in other ways and are at the end of the phone or email if you need us.

Money worries

Many of you are having money worries at the moment, perhaps your employment has been affected, you are unsure about benefits or your debts are accruing. We are here to help! We can offer advice and referrals to Homemaker who can provide one to one support to help. Don’t bury your head, if you can’t pay your rent please talk to us so we can help.

Refurbishment sites

Works at our major refurbishment sites at Exwick Road and Mount Dinham have been paused but plans are in place for a phased return on the 1^st June.

How are we doing?

We hope that despite the challenges of the pandemic you continue to be happy with us as your landlord and how we have been doing during this time. We welcome feedback, positive and negative, about how we have been doing. Feel free to let us know on 01392 273462 or mail@cornerstonehousing.net.

The Government has asked us to share this letter with you which is to you from them about what you should be expecting from us at this time. Please click here to view.

We wish you and your families well.

From all the team at Cornerstone!