We want to let you know how we are working to support you and reduce the risk of the Coronavirus (COVID-19) threatening the safety of our customers and our team; this has been and will always be our first priority.
The decisions that we have made, and those that we will be making in the future, will be in line with Government advice, which is regularly updated on their website.
All NDH offices, including those at our Independent Living Schemes for safety reasons are now closed and team members are working remotely from home wherever this has been possible. We’re asking customers to bear with us in the current situation as we work at a lower resource level and try to keep on top of the higher number of customer enquiries. We are experiencing some delays on our phone connectivity time so please do hold for a little longer than normal when calling.
As a customer you can really help us by only calling the team if you have an emergency.
We want to thank those customers that have already started to move to other channels of communication with NDH such as email for their non-emergency enquiries as this is hugely helping the team to keep on top of the emergencies that are coming in through our phone lines. Again, if you need to speak to a member of our team for anything that isn’t an emergency please use email where you can to help us alleviate the strain on our phone lines.
General enquiries: email@example.com
Rent and payment enquiries: firstname.lastname@example.org
Support and Independent Living enquiries: email@example.com
You can also message via social media on the links below or via our contact form if you don’t have access to email.
As a customer you can also play your part in helping us and keeping others safe by sticking to the social distancing and self-isolation guidelines set by the government. Make sure you stay indoors in your own homes, only heading outside for one daily exercise a day (walk, run or cycle), or to get essential supplies from local stores. Consider shopping online where you can to avoid having to go out at all. Be respectful to your communities by keeping noise levels down and keep an eye on any neighbours that may be vulnerable.
We are doing our best to reach out to all customers that we believe may be vulnerable but with 1 in 10 of the homes in North Devon being a NDH home this is a mammoth task and ask you to bear with us while our team work remotely to help our communities going.
Repairs and appointments
We have made the decision to only carry out emergency repairs on our properties. We would ask that customers only report repairs over the phone if they have something that would cause a risk to themselves, their family or any neighbours.
These repairs may be diagnosed over the phone, but where a visit is required a few steps will be required to ensure your safety and the safety of our operatives. These rules include adhering to social distancing i.e. staying 2 metres apart at all times and wherever possible keeping your family in a separate room while the repair is taking place.
Any other non-emergency repair requests can still be logged via our website form or by email at firstname.lastname@example.org and appointments will be arranged as and when the government advice changes and our normal services can resume.
We also keep in close contact with our contractors who continue to work on essential safety works. These services are important to keep you and your family safe.
We understand this is a very unsettling time for many of our support customers. Rest assured we are trying our best to accommodate a support service to all our customers over the phone. Our support team is already in touch with these customers but if anyone is worried about a family member or customer please email through to our Support Team via email@example.com .
We are working closely with a number of local partners and agencies who are coordinating extra support services to those most vulnerable and we will continue to keep our communities updated as progress is made. There are a few Facebook groups emerging that anyone can join for extra support at this time from volunteers - just search Facebook for these in your local areas.
Our home emergency alarm services are still fully up and running. If you don't have an alarm and would like to understand how they can help, please contact us on firstname.lastname@example.org
We understand this is a difficult time for everyone and we know some will be worried about paying their rent. We are committed to ensure no one loses their home during this time and our rents team will work with customers to find the best solution for those struggling at this time.
If you would like to know anything about paying your rent, your rent balance or help with money matters please email the team on email@example.com
If you have had a change of circumstances, and think you will struggle to pay your rent, you can make a claim for Universal Credit online at https://www.gov.uk/apply-universal-credit. If you don’t have internet access, you can call 0800 328 5644.
If you need information about Housing Benefit, or your Council Tax, you should call North Devon Council’s customer service team on 01271 327711.
If you still have concerns or difficulties, please contact our income team - preferably by emailing firstname.lastname@example.org where you can request a ring back.
After the government advice on 23rd March we have made the decision to close all of our playgrounds. We encourage everyone to follow government advice to take some daily exercise but ask this is done while observing the social distancing guidelines.
For those on our Independent Living Schemes where laundry facilities are in place we have put up rotas to ensure minimal customer interaction in these enclosed areas. If you have other opportunities to wash laundry, or can delay using these areas please do so.
Communal Rooms, Community Centres and Events
With immediate effect, the communal rooms in our Independent Living Schemes and community centres have been closed to help with social distancing and for safety reasons. Whilst we appreciate the value that customers place on these areas, this decision has been made to support safety and reduce risk.
All social events or gatherings planned for the next few weeks have been postponed or cancelled. This includes our weekly youth clubs in Slade Valley and Forches and our annual Summer Fayre. We aim to rearrange as many of these events as we can over the coming months when it is safe to do so.
As a community landlord we want to do all we can to keep our staff and customers safe during this time and, with your help and support, we will do our best to keep our services running for those that need our help.