The health and safety of our customers, staff, partners and the public remains our top priority as the government progresses with its easing of national restrictions. We are monitoring the situation carefully and are reviewing our services continually in line with government guidance. Our focus is to ensure the continued provision of essential services while limiting the spread of infection.
Current government guidance stipulates that we should all stay alert to control the virus, which means everyone must:
- work from home if you can
- limit your contact with people outside your household. You can now meet outside with up to five people from different households, and indoors or outdoors with one other household
- maintain a distance of two metres or one metre plus precationary measures from people outside of your household
- wear a face mask in shops and supermarkets, on public transport and in any enclosed public space, such as museums and cinemas.
- wash your hands regularly
The key symptoms of coronavirus are:
- a high temperature – you feel hot to touch on your chest or back
- a new, continuous cough – this means you've started coughing repeatedly
- a loss or change to your sense of smell or taste
If you have symptoms and live on your own, you should stay at home (self-isolate) for 10 days. If you live with other people, all household members should stay at home for 14 days from the day the first person got symptoms.
We are keeping in touch with customers by phone, email or by video call where possible.
We are monitoring the situation closely and will adapt how we provide our services in line with current advice from the government and Public Health England (PHE).
The link below will take you to the latest updates from the City of Wolverhampton Council’s Director of Public Health, links to national public information, advice and guidance. It is a live site, with information being added all the time, so please check back regularly.
Important information about our services
We need to ask you questions
When you contact us, we will ask you some simple questions to determine the level of risk to you, our staff and our partners from coronavirus. We are doing this for all our customers, so please don't be offended and please do answer honestly.
One Stop Shops
All of our one stop shops are closed until further notice. We have taken this decision in the interests of safety.
We can still be contacted by webchat, email, Facebook messenger and, if necessary, by phone. Our out of hours emergency arrangements remain in place.
Repairs and improvement works
We are working hard to complete repairs that were reported to us prior to lockdown that we were unable to complete due to government restrictions. If you have previously reported a repair, you do not need to contact us again. We will contact you to arrange an appointment to complete the work.
You can still report new repairs to us by webchat, email or by phone. As a precautionary measure, customers are unable to book repairs through My Account until further notice. When reporting a repair, if we are unable to offer you an appointment straight away, we will contact you within three weeks to arrange an appointment. Our focus is completing those repairs which we consider an emergency. If you would like more information about what we consider an emergency repair, please visit our repairs page. If your request or enquiry isn't urgent, please consider contacting us at another time.
With the gradual easing of lockdown restrictions, we have restarted work on our improvement projects, focusing on external works first. Provided that the situation around coronavirus does not worsen, we plan to restart internal works by the end of July 2020.
Gas safety checks
We will write to you before your annual gas safety check to ask you to confirm if any member of your household is isolating due to having tested positive for coronavirus or are displaying symptoms, or because they are quarantining because they have recently travelled abroad. In these cases, we will make arrangements with you to complete your gas safety check at a later time, when it is safe to do so. It is important that if you are isolating for any of the above reasons, you contact us to let us know.
If you are not isolating on government advice, please allow our gas engineers access to your home to carry out your gas safety check. Please be assured that they are observing excellent personal hygiene and will adhere to social distancing guidance or asking you to move to another room.
If you smell gas or if you have concerns about the safety of your gas appliances, you should contact Cadent's emergency number on 0800 111 999. Switch off your appliances until a registered gas engineer has told you it is safe to turn them back on.
Those that can should pay their rent as normal. Despite lockdown, 97% of our tenants have kept up with their rent payments. More information on how to pay can be found on our 'pay your rent' page.
We appreciate that many people have been affected financially by the coronavirus outbreak and that some customers might find it more difficult paying their rent and other charges. Please be assured that our focus is supporting those people that need us. If you're having trouble paying your rent, please get in touch with our Money Smart team. They will assess each case on an individual basis and will look to put the appropriate support in place.
Visits by our Tenancy Officers
Following the easing of lockdown restrictions, our Tenancy Officers are out in communities again and are carrying out home visits. They have been working throughout lockdown to contact and support our most vulnerable tenants, as well as supporting the city's volunteering efforts by shopping for and delivering food and other essentials to elderly and vulnerable citizens.
If you need to speak with your Tenancy Officer about your tenancy or about a question, concern or suggestion in relation to your neighbourhood, please Contact Us. Please be assured that our Tenancy Officers and all our staff are adhering to government guidance to keep customers safe.
We are still dealing with reports of domestic abuse during this time of crisis. Please don't suffer in silence - talk to us. You can speak to any of our front line teams, who will refer you to our Housing Support Team's domestic abuse specialist. If you would rather contact our specialist direct, you can email your details to firstname.lastname@example.org
We are doing viewings and sign-ups, and these will be done in line with social distancing guidance to ensure the safety of our customers and staff. More information will be provided about this when we contact you to organise a viewing appointment. We are also allocating properties that are currently or will soon be ready-to-let. Please do not attempt to view a property without being invited to by the landlord or managing agent.
We will be unable to provide feedback on previous bids by phone. Live feedback showing the priority and waiting time of the applicant we are considering is available on the Homes in the City website.
We are advertising properties and you can bid for homes you wish to be considered for. If you are placed at the top of a shortlist, we will contact you and ask you to provide evidence of your circumstances – please bear in mind we may ask you to do this by email or WhatsApp to avoid unnecessary contact. Our Lettings Officers will discuss the best way for you to provide this information when they make contact with you.
For more information, please visit our Homes In The City website.
Terminating your tenancy
If you have terminated your tenancy and are due to hand in your keys, please put them in an envelope with your address clearly marked on it and post it through the letter box at our Wednesfield one stop shop, located next to the customer entrance.
If you are self-isolating, we will ask you to move to another room while we carry out essential work at your property.
Where someone is self-isolating due to a possible case of coronavirus, our staff will wear protective clothing to reduce the spread of infection and protect you and us. This is just a precautionary measure so please do not be alarmed.
The situation around coronavirus is fast moving and advice from government is continuously evolving to reflect the current situation. We will adapt our services to ensure we can continue to deliver essential services, while adhering to the government's guidance to limit the spread of infection. We will update this page regularly to tell you about any changes to our services. We thank you for your understanding and cooperation at this time.
I have already reported a repair, when will it be completed?
If you have already reported a repair to us we will contact you to arrange an appointment for the works to be undertaken. If you reported your repair before the end of May you should expect a call by the end of July.
Is it safe to allow Wolverhampton Homes staff and contractors in to my home?
When we contact you to arrange an appointment we will discuss the visit with you and what will be required to keep you and our teams safe. We will need to ask you questions to ensure you do not have coronavirus symptoms and you are not shielding. Most visits will be able to go ahead with social distancing in place. PPE like gloves and masks will not normally be required.
What should I expect from a tradesperson attending my home to undertake a repair or service my gas appliances?
Upon arrival the tradesperson will ask you questions to ensure you do not have coronavirus symptoms and you are not shielding. They will explain what work they intend to undertake. It is important you maintain at least two metres from them at all times; this may mean all occupants need to wait in a separate room. Please open doors to any rooms they need to visit to reduce surface contact and open windows to maintain ventilation.
If any PPE (i.e. gloves, masks, aprons) is used this will be put in bags and left with you. Place this in your normal non-recycled waste after 72 hours. We also encourage you to wipe down any surfaces the tradesperson may have come into contact with as a further precaution.
Can I continue to report new repairs?
Yes. Please continue to report all new repairs to Homes Direct by telephone or webchat. If we are unable to provide you with an appointment straight away, we will contact you within three weeks to schedule an appointment at your convenience.
We have put new processes in place to keep customers and staff safe and reduce the spread of coronavirus. Please watch our video to find out more about what to expect if we are visiting your home.
- Last Updated: Monday, 10 August 2020 16:26
- Published: Thursday, 07 May 2020 16:59