Coronavirus – FAQs

Below are some answers to questions being asked regularly by our customers. 

Q – I am ill / self-isolating. What should I do?

A – If you have contracted Coronavirus or are self-isolating, please let us know when we speak to you. To protect our staff and other customers, unless it is an emergency, we will not visit you in your home during a period of self-isolation. In an emergency, we’ll ask for your co-operation in taking sensible precautions.

Please follow the latest government advice if you or a member of your household displays any potential symptoms of Coronavirus.

Q – I am over 65 / have a pre-existing health condition. How does this affect me?

A – If you are 65 or over or with an existing health condition, our staff will be contacting you to identify what help you may have available and how we might be able to help you.

Q – How can I be sure that a member of staff or a contractor is not infected with coronavirus if they visit my home?

A – We are ensuring that our staff and contractors have all of the latest information and guidance. Our employees and our contractors are following this guidance in the same way that everyone has been asked to and will take action to protect you as customers and themselves. 

Q – I have reduced income as a result of the pandemic and I may struggle to pay rent. What should I do?

A – We’re here to help. Please get in touch as soon as you can and before things get on top of you. We have also made a commitment not to end any tenancies over the next three months.

Q – How will it affect the customer telephone number and will I still be able to contact Irvine HA 24 hours a day, 7 days a week?

A – We anticipate a high volume of calls during this period and that, coupled with potential sickness amongst staff, may lead to longer than usual waiting times. So, please be patient and we will do our best to assist as soon as possible. You could help us manage this by checking the information on our website before calling us.

Q – Are there any effects on repairs and planned maintenance?

A – Until further notice, we will only carry out emergency repairs and essential safety inspections. 

We’ll try to contact all customers with existing appointments for non-emergency repairs, to explain the situation and reassure you we’ll book them back in as soon as the service can safely resume.

This is in response to government advice, to protect you and our colleagues. The services we are continuing to prioritise are essential for keeping you and household safe, so it’s important you give us access. We will work with you to take all possible precautions to protect you, your household and our colleagues. 

We’re also postponing planned works like new kitchen and bathroom installations, roof, window and heating system replacements, and home adaptations, until further notice. We don’t yet know how long the delay will be, but if we’ve told you you’re due for this type of job, we’ll contact you when we can plan with more certainty.

If work is already underway in your home, we will do all we can to continue until it’s completed and keep you up to date with any possible changes. Again, we’ll take all necessary health and safety precautions in line with the latest government advice.

Q – What precautions will your staff and contractors take if they have to visit my house to carry out emergency or essential work?

A – If a member of our team or one of our contractors does need to visit your property to carry out essential or emergency works, they will adhere to the following measures:  

  • The team will sanitise their hands before entering and after leaving each property.
  • On entering a property, staff/contractors will ask customers to move to a different area of the property while they are working.
  • Our staff / contractors are always required to stay at least 2 metres away from the customer and will avoid contact with surfaces and items that they do not need to come into contact with.
  • If working externally, our staff / contractors will ask customers to avoid coming within 2 metres of them.

Q – Are there any effects on housing services?

A – Where home visits are already scheduled or expected, for example a new tenancy visit or if you are experiencing ASB or other neighbourhood problems or if you’re scheduled to move, we may deliver services in a different way in order to minimise risk. If it is not an emergency, we may contact you to arrange phone calls rather than meet face-to-face.

Q – What’s the best way to contact Irvine HA?

A – Our offices are currently closed and our staff are working from home so we would ask customers not to contact us by post but instead to use electronic methods to get in touch.

Please check the information on our website first but if you need to contact us you can do so in the following ways:

Q – How can I help my community?

A – Here are a few top tips:

  • Think of others, consider your actions and be kind: People in every community will face the challenges of Coronavirus in some way – from needing basic provisions to help whilst they are unwell.
  • Connect and reach out to your neighbours: As self-isolation increases, we need to find new ways to stay connected and check in on one another for our physical and mental wellbeing. Share phone numbers and stay in touch.
  • Make the most of local online groups: Keep up-to-date, share information and be a positive part of your local community conversations.
  • Support vulnerable or isolated people: Different groups in our communities are at increased risk and social isolation and loneliness are key concerns for all ages. There are things you can do like volunteering for local support services or donating to food banks to help.
  • Share accurate information and advice: Support anyone who may be anxious about Coronavirus. Signpost them to the correct advice from NHS Inform and encourage people to follow the correct hygiene practices.

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