Changes to services
The safety and wellbeing of our customers, staff, and partners are our top priority. We are monitoring the situation very carefully and are reviewing our services on a regular basis 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 states that we should all stay at home except for essential visits. This means that you should:
- work from home if you can
- limit your contact to people within your household, or support bubble if you have one
- maintain a distance of two metres or one metre plus precautionary measures from people outside of your household
- wear a face mask in shops and supermarkets, on public transport and in any enclosed public space
- 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 for 10 days. If you live with other people, all household members should stay at home for 10 days from the day the first person got symptoms. If you get symptoms while someone in your household is self-isolating, your 10 days isolation period should start from when your symptoms began. You should also book a test. Rapid testing is also available for people without symptoms.
We are keeping in touch with customers by phone, email, or by video call where possible.
For the latest updates from the City of Wolverhampton Council’s Director of Public Health, as well as links to public information, advice, and guidance, please visit the council's website. It is a live site, with information being added all the time, so please check back regularly.
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 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.
Our frontline staff and contractors have access to weekly testing at our own specialist testing site, exclusive to Wolverhampton Homes. They won't attend your home if they have symptoms or have tested positive for Covid-19.
Repairs and improvement works
If you have already reported a repair, you do not need to report it again; we will contact you to arrange an appointment. Please only contact us again if your repair has become an emergency.
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. 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.
We are continuing to help customers who may be experiencing domestic abuse. You can speak to one of our specialist staff in confidence, and they will offer you advice, guidance and information, and let you know what options are available to you. If we believe that someone is at immediate risk, we may need to share the information you give us with other agencies. If you’d like to know more, please email your details and a safe time and number to call you on to DA@wolverhamptonhomes.org.uk
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 is 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 adhering to social distancing guidance. They may ask you to move to another room while they complete their work.
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, 98% of our tenants have kept up with their rent payments.
We appreciate that many people have been affected financially by the coronavirus outbreak and that some customers might find it more difficult to pay 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 don't suffer in silence, 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.
Those tenants who haven't been affected financially by the pandemic or who have not contacted us should continue to pay their rent in advance and on time. Where rent is not paid, our Income Officers will be in touch to discuss your rent account and will, where appropriate, take enforcement action - this is only ever a last resort for Wolverhampton Homes. So please, if you're worried about your rent, get in touch.
Visits by our Tenancy Officers
Our Tenancy Officers are back out in communities, visiting customers in their homes and making sure neighbourhoods are well looked after. During visits, our staff are adhering to Government guidance by wearing a face mask and maintaining a safe distance. If you have symptoms of coronavirus or are self-isolating for any reason, please inform our Tenancy Officers before inviting them into your home. To help minimise risk, we may phone you instead of visiting you.
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
We are doing viewings and sign-ups by maintaining a safe social distance. We will provide more information about this when we contact you to organise a viewing. We are also allocating properties that are ready to let now or very soon. Please do not attempt to view a property without being invited by the landlord or managing agent.
We are 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 still 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 letterbox at our Wednesfield shop, located next to the customer entrance. If you would like a receipt, please put a note in the envelope, being sure to include your email address and or mobile phone number.
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. This is just a precautionary measure so please do not be alarmed.
New Covid-19 Recovery Line
A helpline has been set up as a joint project between us, the City of Wolverhampton Council, and Citizens Advice Wolverhampton.
The helpline provides advice and guidance, with the option of speaking to an adviser who will take your details and arrange for the most appropriate agency to contact you directly.
Help can be offered with money worries, debt issues, risk of homelessness, access to benefits, family support, and more.
Please call 01902 290241.
I have already reported my repair, when will it be completed?
We are working through repairs that were placed on hold or delayed due to the Covid-19 restrictions, so if you have already reported a repair our Repairs team will contact you within the next four weeks to arrange an appointment or to provide a further update.
Is it safe to let Wolverhampton Homes staff and contractors in 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 some questions to determine whether you have coronavirus symptoms and if you are 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?
When they arrive, the tradesperson will ask you whether you have any symptoms of coronavirus and ensure 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 your household will need to wait in a separate room. Please open doors to any rooms where work will be taking place to reduce surface contact and open windows to maintain ventilation.
If any PPE such as gloves, masks or aprons are used, these will be put in bags and left with you. Place the bags 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 still 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 four weeks to schedule an appointment at your convenience.