How we are keeping you safe

Coronavirus: Advice and updates on service status

How we are keeping you safe

We understand you may be worried about Covid-19 (Coronavirus) and how it could affect you.

The situation continues to change, and we are following the advice of the Scottish Government and NHS Scotland.

But don’t worry, if you need us please call us on 0800 013 2196 at any time of the night or day.

Thank you for your understanding and for working with us to help reduce the risk. Our approach is based on the ‘social distancing’ concept. This means we are reducing the amount of contact our staff have with each other and with customers, whilst still allowing us to provide a service to those who need it most.

As the situation develops, we have made the following changes to our services. However further changes may be necessary at short notice:

Update: Tuesday 24 March 2020

As you will all be aware, the spread of Coronavirus (COVID-19) continues to dominate the news and we know that you will have concerns about how this affects you and your home.

Please know we will do all we can to support you and your family through these extraordinary times. Safeguarding the welfare of our customers and colleagues will always be our top priority.

As a result, we are encouraging all customers and staff, where possible, to stay put and stay safe.

By working together and following the Government’s advice, we can all help prevent the spread of COVID-19.

We recommend you always refer to these sites for updates: Scottish Government and NHS Scotland.

What we’ll be doing?

Even though our offices are closed we know that many residents are relying on us to provide essential services to their homes.

As a result, we have made significant changes to our services in order to support you through these difficult times.

To provide essential services and accommodate these changes, we have:

  • fully equipped staff to work from home and although home visits are suspended, your housing officer will remain in contact with you by telephone, email and text
  • restricted repairs and maintenance to emergency and statutory works only. (Unsure what constitutes an emergency repair? Check here.)
  • urged all tenants to let us know if, through being ill or self-isolating, they will find it difficult to pay their rent
  • ensured all appointments with welfare benefits and fuel advisors are fulfilled by phone

How we can help?

We are here to help and support you if you are struggling to pay your rent. To reassure you, in line with Government guidance, we will not evict any resident at this time due to rent arrears.

If you are suffering from financial hardship and struggling to pay your rent as a direct result of the Coronavirus outbreak, please contact us as soon as possible on 0800 013 2196.

For those residents who are not affected financially, we expect rent payments to be made as normal.

Additional information

We understand this is a very difficult time. The Government has announced a number of ways in which it will support people in work, or out of work, who have been impacted by the current crisis. 

For residents claiming benefits, the Department for Work and Pensions (DWP) has issued new guidance here.

This guidance covers changes to jobcentre appointments, special arrangements for people already claiming benefits, advice for people making new claims for benefits and information for self-employed people.

As a result of the current situation we have suspended the letting of any properties and no new available homes will be advertised.

We have identified our most vulnerable customers and will make welfare calls to them to ensure they have the support they need.

Don’t forget we’re still here when you need us.

Customer’s wishing to contact our Customer Experience team can still do so on 0800 013 2196 although we are experiencing a high number of calls so please bear with us.

We will continue to update this page as the situation changes.

Thank you for your understanding and please: stay safe.

Update: Monday 23 March 2020

Repairs Service:

From Thursday 19 March 2020 we will carry out emergency repairs only. Emergency repairs include:

Electrical

  • Total loss of power
  • No lights (complete house) or bathroom where no window
  • No sockets (all sockets)
  • Loss or partial loss of electric heating or hot water, where no alternative is available
  • Problems with smoke alarms or carbon monoxide detectors
  • Dangerous/exposed wires
  • Smell of burning
  • No communal stair lighting (reset timer etc.)
  • Lift or fire alarm breakdown
  • Burst pipes.
  • Blocked drains or toilet (if there is only one toilet)
  • Gas leaks
  • Broken windows (make safe, board up)
  • Severe roof leaks
  • No hot water
  • Fire damage
  • Total loss of heating
  • Total loss of power

Plumbing 

  • Burst pipes
  • Serious leaks from pipes/appliances
  • Blocked or leaking foul drains, soil stacks or no toilet pans where no other toilet in house
  • Toilet not flushing, where there is no other toilet in house
  • Blocked external drain (if overflowing) refer to Scottish Water if drain is on the road or pavement
  • Total loss of water in house (main supply)
  • Water running on full pressure constantly (taps, overflows etc)
  • Blocked sink, bath or drain

Joiner

  • Locked out/gain entry (may be charged for this service)
  • Secure doors/windows (vandalised or forced entry)
  • Broken windows (only to be boarded - tenant charged if no police incident number)
  • Windows not shutting (only if they pose a security threat - ground floor)
  • Problem with garage door (only if car is stuck inside)

Building 

  • Dangerous structures (will be made safe only)
  • Unsafe access path or step (will be made safe only)

Gas Heating

  • Loss or partial loss of heating or hot water, where no alternative is available.
  • Smell of gas phone TRANSCO 0800 111 999

Roofing

  • Serious water penetration

We will not be making any new non-emergency repairs appointments until the situation changes and we can return to working as normal.

Face-to-face appointments

To safeguard the wellbeing of our tenants and staff, River Clyde Homes will be limiting face-to-face contact for all services until further notice.

Paying your rent

You should continue to pay your rent as normal. We understand some tenants may have their income reduced as a result of this situation. If this is the case, please contact us immediately and we will do what we can to support you.

We recommend reading this useful link 

General advice until further notice

When our staff and/or contractors phone to make an appointment they will ask if anyone is unwell with a cough or temperature and schedule the visit taking account of any self-isolating period.

Please tell us if you or any of your household:

  • are self-isolating or
  • have come back from travelling in an affected area in the last 14 days..

If a customer is self-isolating then we would look to delay attendance until it is safe for them, and us, to visit.

Your assistance and understanding when asked these questions is most appreciated as we are taking this action to minimise the risk of infection to you and your household. 

Reception Areas

From Thursday 19 March 2020, our reception area at Pottery Street and the Home Fix Scotland reception at Springkell Street will be closed. We will be contacting everyone with an existing appointment with a view to making alternative arrangements to deal with your needs.

Any correspondence can be posted to the office or e-mailed to the relevant Housing Officer. A post box has also been placed outside our former office at Roxburgh House for keys or mail that cannot be posted/e-mailed in, to be dropped off. Collections from the post box will be on a daily basis.

But don’t worry, if you need us please call us on 0800 013 2196 at any time of the night or day. Or you can email us at customerexperience@riverclydehomes.org.uk