We appreciate what an uncertain and worrying time this is for our customers. We are continually monitoring Government advice and as a result have introduced a number of changes to our services. This is to ensure we minimise risks to the health and safety of our customers and staff whilst also trying to continue to deliver our services to you.
All key information on how are services are operating is available in the Q&A below.
Information for customers
Q – I am ill / self-isolating. What should I do?
A – If you have contracted Coronavirus or are self-isolating, please let us know when we speak to you. To protect our staff and other customers, unless it is an emergency, we will not visit you in your home during a period of self-isolation. In an emergency, we’ll ask for your co-operation in taking sensible precautions.
Please follow the latest government advice if you or a member of your household displays any potential symptoms of Coronavirus.
Q – I am over 70 / have a pre-existing health condition. How does this affect me?
A – If you are 70 or over or with an existing health condition, the Government is recommending avoiding unnecessary social interaction for the time being. Our staff will be contacting you to identify what help you may have available and how we might be able to help you.
Q – How can I be sure that a member of staff or a contractor is not infected with Coronavirus if they visit my home?
A – We are ensuring that our staff and contractors have all of the latest information and guidance. Our employees and our contractors are following this guidance in the same way that everyone has been asked to and will take action to protect you as customers and themselves. We have stopped all face to face appointments to keep everyone safe
Q – I have reduced income as a result of the pandemic (e.g. if you are not being paid) and I may struggle to pay rent. What should I do?
A – We’re here to help. Please get in touch as soon as you can and before things get on top of you.
Q – How will it affect the customer telephone number and will I still be able to contact S4B?
A – We anticipate a high volume of calls during this period and that, coupled with potential sickness amongst staff, may lead to longer than usual waiting times. So, please contact us using email@example.com for all non urgent issues.
Q – Are there any effects on repairs?
A – Until further notice, we will only carry out emergency repairs and essential safety inspections. We’ll contact all customers with existing appointments for non-emergency repairs and book them back in as soon as the service can safely resume. This is in response to government advice, to protect you and our team members. The services we are continuing to prioritise are essential for keeping you and your household safe, so it’s important you give us access. We will work with you to take all possible precautions to protect you, your household and our colleagues.
Q- Are there any effects on housing services?
A- We have now stopped all face to face contact including home visits or new tenancy visit or if you are experiencing ASB or other neighbourhood problems or if you’re scheduled to move, we may deliver services in a different way in order to minimise risk. Please contact us to discuss and a member of the housing team will call you back.
As S4B is not undertaking any home visits, if anyone calls to your home saying they are from S4B, this could be fraudulent.
Q-What about the construction sites?
A- The new build sites have shut down and sites are left safe and secure with regular checks and security presence.
Q – How can I help my community?
A – Here are a few top tips:
- Think of others, consider your actions and be kind: People in every community will face the challenges of Coronavirus in some way – from needing basic provisions to help whilst they are unwell.
- Connect and reach out to your neighbours: As self-isolation increases, we need to find new ways to stay connected and check in on one another for our physical and mental wellbeing. Share phone numbers and other contact methods and stay in touch.
- Make the most of local online groups: Keep up-to-date, share information and be a positive part of your local community.
- Support vulnerable or isolated people: Different groups in our communities are at increased risk and social isolation and loneliness are key concerns for all ages. There are things you can do like volunteering for local support services or donating to food banks to help.
- Share accurate information and advice: Support anyone who may be anxious about Coronavirus. Signpost them to the correct advice from Public Health England and encourage people to follow the correct hygiene practices.