Our response to the coronavirus

Changes to our repairs service

To make sure that we’re supporting the customers most in need, while also ensuring the safety of our people, we have made some temporary changes to our repairs service in response to the coronavirus outbreak. We will now be prioritising essential repairs only.

Read more about essential repairs and how to book an appointment.

Frequently asked questions

We have answered a number of questions that many customers have asked following the recent coronavirus outbreak. While the situation continues to change we will update this information and continue to offer the best level of advice and support we can.

Take a look at the questions you’ve been asking.

Guide to available benefits and support

We want to make sure you’re receiving all the support you’re entitled to, especially if your circumstances have changed as a result of the outbreak.

Take a look at what support is available for you.

We are working hard to continue to provide our essential services to customers and understand that many of our customers will be concerned because of the uncertainty the outbreak has created.

This letter was sent to all customers living in our general needs homes.

We wrote to you recently to update you on what we are doing to help protect our customers and communities, and Guinness staff during the coronavirus (COVID-19) outbreak.

As always, your safety and the safety of our staff is our top priority, and we are following the latest Government advice and guidelines in our response to coronavirus.

Our services, and how you can help us all stay safe:

Our team continues to deliver essential services to you.  We have adopted different ways of working to protect you and our staff.  Please help us observe these new ways of working.

• We are continuing to carry out essential repairs and make essential visits.
• Essential visits include visits to carry out legally required health and safety checks. It is important that you continue to provide access for Guinness staff and contractors to conduct these checks. This includes gas safety checks, fire safety tests and other safety inspections. These checks are essential to keep you safe in your home.
• If our staff or contractors need to enter your home, they may ask you to wait in a separate room or ask you to keep 2 metres away. They may also be wearing gloves or other personal protective equipment. These precautions are in line with Government guidelines to reduce risk and keep you and our staff and contractors safe. Please help us and protect your own safety by following their instructions during any visit to your home.
• Cleaning services on our estates are continuing as a priority. Our staff and contractors may also be present in communal areas carrying out safety tests. Please maintain a distance of at least 2 metres from any staff or contractors you see in communal areas (including outside) at all times. If you approach them, they may step back or ask you to step back to maintain the distance.  Please do not take offence – this is for your safety as well as theirs.

• Gardening is not an essential service, as set out in the Government guidance, so we have reduced this service.

• In our extra care schemes and housing for older people schemes, we are asking that family and friends visit only for essential purposes such as to deliver food or medicine. This is to minimise the risk of infection.

Social Distancing – what it means

To help keep everyone safe – you, your family, our staff, and your neighbours – please keep your distance from other people.   The Government has asked everyone to stay at home and to observe social distancing.  This means:

• Avoid unnecessary journeys or social contact. Only leave home for essential shopping or medical needs, or exercise once a day, or travelling to work if absolutely necessary.

• Public gatherings of more than two people are banned (excluding people you live with). This includes friends and neighbours you may normally spend time with.

• If you have to go outside, stay more than 2 metres apart from anyone other than members of your own household. This includes Guinness staff and contractors.

Social distancing measures should be followed when using shared or communal areas, and you should also wash your hands before leaving your home and when you return home.

• If you need to leave your home and there are other people in a communal hallway, if you cannot maintain a 2 metre distance from them, wait until they have left before you go out or come in.

• If you live in a building with a lift, avoid using a lift with any people other than those in your immediate household.

• If you have a communal laundry room, wait until the room is empty before entering to start or collect laundry.

• If you live in a building with a communal lounge, this area is now closed and should not be used.

• Playground areas are now closed and should not be used.

• You should not gather with more than one person in communal gardens or at entrances or exits to communal areas.

Being a good neighbour

Please think about your neighbours at this difficult time and be considerate of others in your community.

• If a neighbour needs help or you are worried they may not be coping, please let us know.

• Be considerate of each other. With more people at home and for long periods of time, remember that noise can be intrusive. Please think about the impact on your neighbours when you play music, or have your television on, or make other noise that could affect people. Try to keep the volume at a reasonable level.

We are continuing to clean our estates and communal areas, but please do your bit to help by continuing to make sure rubbish is disposed of appropriately. With more people at home, you may have more rubbish than usual, andlocal authority waste collections may be disrupted due to staff illness Compress rubbish as much as possible (fold boxes, crush cartons) so it doesn’t take up more space than necessary, and make sure bags are securely tied and placed in the communal bins (if you live in a flat). Please avoid disposing of bulky items.

Extra support

We have been contacting many of our residents, particularly those who are older or who have known health problems, by phone to check if we can provide any extra support at this time. We know lots of people have family, friends and neighbours who are helping them, and there are also other services provided by the NHS or local councils that people can access if they need any extra support.  Please contact your local Council or look at their website if you need help, or go to www.gov.uk/coronavirus.

But we can also help.  If you need further help or advice from Guinness please visit www.guinnesspartnership.com or call us on 0303 123 1890 and we will do our best to support you.

If you think any of your neighbours might need any extra support please let us know and we will contact them to see what support we can provide or suggest.

REMEMBER, IF YOUR FINANCIAL CIRCUMSTANCES HAVE CHANGED DUE TO COVID-19 AND YOU HAVE CONCERNS ABOUT YOUR ABILITY TO PAY YOUR RENT, YOU SHOULD CONTACT OUR CUSTOMER ACCOUNTS TEAM AS SOON AS POSSIBLE ON 0303 123 1890. OUR CUSTOMER ACCOUNTS TEAM WILL BE ABLE TO PROVIDE GUIDANCE ON AN INDIVIDUAL BASIS. WHERE IT’S NEEDED, THEY WILL REFER YOU TO OUR CUSTOMER SUPPORT TEAM WHO CAN PROVIDE MORE SPECIALIST ADVICE OR SIGNPOST YOU TO THE EXTERNAL HELP AND SUPPORT THAT IS AVAILABLE.

IF YOU ARE A HOMEOWNER, YOU SHOULD ALSO CONSIDER CONTACTING YOUR MORTGAGE PROVIDER TO DISCUSS POSSIBLE PAYMENT HOLIDAY OPTIONS.

WE WILL NOT EVICT ANY CUSTOMER WHO IS IN RENT ARREARS ARISING AS A RESULT OF A CHANGE IN FINANCIAL CIRCUMSTANCES DUE TO CORONAVIRUS.

Keeping up to date

It is really important that we are able to contact you easily and quickly if we need to, particularly at this time.  Please ensure your phone contact details are up to date and you have let us know of any changes.

If you have a computer or smart phone and have not already done so, please visit our website and register your details at www.guinnesspartnership.com/myguinness.  If you don’t want to register at myguinness, you can also share your email address by completing a webform through our website. This will mean we can contact you more quickly with important information by sending you emails.

In the meantime, if you have any questions please contact your local Guinness team.

Previous Communication

We are working hard to continue to provide our essential services to customers and understand that many of our customers will be concerned because of the uncertainty the outbreak has created.

This letter was sent to all customers living in our general needs homes in March. A separate letter was sent to those customers who live in our Homes for Older People, which you can read here.

Our response to the coronavirus

In light of the recent coronavirus outbreak (COVID-19), we’d like to share the actions we’re taking to help protect our customers, colleagues and wider communities.

The safety of our customers and colleagues is our top priority, and we are following the latest Government advice and guidelines.

We are continuing to deliver services – with some temporary changes

Our team will continue to deliver services to you as smoothly as possible, however we have already made some changes to the services we provide and may need to make further changes.  Please check our website regularly for up to date information.

• We are continuing to carry out essential repairs.
• We are continuing to complete all health and safety checks in person. This includes risk assessments, gas safety checks (where there is a gas supply), fire safety tests and checks, and so on.
• When booking and before attending essential appointments, we’ll ask you some extra questions about coronavirus, such as whether anyone in your household is diagnosed or self-isolating. This is to enable us to take appropriate safety measures.
• Our staff may sometimes wear gloves during visits, or keep a certain distance away. They may ask you to wait in a separate room in your home whilst they complete any work required. This is part of our precautions to help reduce any risk.
• Our estates services will continue as normal.
• If we have made a start replacing your kitchen, bathroom, windows, doors, heating system, or electrics, we will complete these. We will not be starting any new planned works for the time being.

Changes to your financial circumstances

If your financial circumstances have changed due to COVID-19 and you have concerns about your ability to pay your rent, please contact our Customer Accounts Team as soon as possible on 0303 123 1890.  Our Customer Accounts Team will be able to provide guidance on an individual basis.  Where it’s needed, they will refer you to our Customer Support Team who can provide more specialist advice or signpost you to the external help and support that is available.

Though rent will continue to be charged in the usual way, we want to make it clear that no tenant or homeowner will face legal proceedings or eviction for rent arrears resulting from the pandemic.

In the event of an emergency

Any on-site fire incident advice remains valid and in the event of a fire alarm you will need to follow this advice. This may include evacuating the building if advised to do so, even if you have been advised to self-isolate.

Minimising the spread of infection

COVID-19 is believed to spread similarly to flu: tiny droplets can be transmitted if someone with the virus coughs or sneezes near to someone else, or if someone touches a contaminated object before touching their own mouth, nose or eyes.

One of the most important and effective things everyone can do to help prevent the spread of COVID-19 is to wash hands frequently, thoroughly (for at least 20 seconds), and with soap and hot water. Hand-washing facilities are available in every flat and in communal areas.

If you have symptoms of COVID-19

The information in this section is current as at 18 March 2020. Advice is changing frequently, so please check the NHS or Government websites for the latest advice.

Signs of infection include a persistent cough, difficulty breathing and/or a high temperature.

In accordance with Government advice, if you have any of these symptoms, you should self-isolate (stay at home, away from other people).  Please check the NHS website for details on isolation periods, as this varies depending on individual circumstances, and changes from time to time.

If your symptoms worsen during self-isolation, or are no better after seven days, contact NHS 111 online. If you don’t have internet access, you should call NHS 111. For a medical emergency dial 999.

Please remember to tell us if you or anyone in your household has a confirmed case of Coronavirus or is self-isolating; this is so we can respond appropriately. You can call us on 0303 123 1890.

What happens next?

As the situation continues to change, we are making every effort to minimise the spread of infection while continuing to support our customers in the most effective way possible. To help us do this, we may ask you for some extra information, such as any other assistance you may receive from a friend or family member, a volunteer, or other parties.

We are continually monitoring the situation and our response in accordance with the latest Government guidelines.

We will keep you informed about any important updates to our services or our working arrangements, but in the meantime, if you have any questions please contact us on 0303 123 1890.