COVID-19 (Coronavirus)

How we're keeping our customers safe

If you live in a Staffs Housing home and have been advised to self-isolate, please let us know as soon as possible by calling 01782 744533

Young Couple Hugging Near Window

Following Government and Public Health England advice for Coronavirus (COVID-19) we have made changes to how we’re operating our services in order to keep our customers and staff safe, including closing our office to visitors.

We have set up a project group to monitor the situation and current government advice to help us plan for any potential staffing issues and service disruption. Should anything change, this page will be updated to keep you informed.

If we need to visit you or come to your home

We will ask you the following questions before we visit you:

  • Have you been advised to self-isolate?
  • Do you have any of the symptoms relating to the Coronavirus:
    • A high temperature – you feel hot to the touch on your chest or back?
      • A new, continuous cough – this means you’ve started coughing repeatedly.

If you answer yes to either of these questions we will make arrangements on a case by case basis to ensure that you receive the help, support and services you need.

What else can you do

  • It’s really important that you continue to pay your rent on time and where possible we would prefer you to pay online or over the phone (as an alternative to cash)
  • Please visit our offices by appointment only
  • Don't come to our Live and Learn courses have these have been cancelled
I'm a customer who needs support
If you're a customer and want advice on what benefits you can claim
Neighbour relations
Other support available
If you need support for benefits and rent?

Our benefits calculator will help you find out what benefits you can claim. If you are affected by the Coronavirus please go through the calculator and we will tell you about your entitlements.

Try our benefits calculator

Where to find further information:

For updates on COVID-19:
Visit the government's website

For further information and how to protect yourself from the virus:
Visit the NHS website

For travel advice:
Visit the government's website

Support for employees, benefit claimants and businesses:
Visit the government's website

We are receiving a higher number of calls related to complaints about noise nuisance and inconsiderate behaviour by some residents.  We recognise that this is because most people are having to stay at home for very long periods of time and you may become more aware of what is happening in neighbouring homes – particularly flats. 

We will give advice but we would ask all residents to respect their neighbours and recognise behaviour which could cause a nuisance or upset others living nearby.  We have set out some guidelines in a noise issues leaflet on our website: https://www.staffshousing.org.uk/media/1782/noise-problems.pdf

We are all facing an exceptionally challenging time.  We want to help wherever we can – and we know many of you are checking on your neighbours and keeping an eye on people who may find the current situation particularly difficult – thank you for all you are doing.

If you need some other help or support you can call us on 01782 744533 and we will see if we can help or suggest other agencies who may be able to help.

The government have also issued a support service for people who are considered to be a clinically extremely vulnerable person. You can register for this support here https://www.gov.uk/coronavirus-extremely-vulnerable

Contact our Money Advice team Monday-Friday, 8.30am-5.30pm:

  • Call 01782 744533
  • Text ‘SUPPORT’ to 07520 634032
  • Email hello@staffshousing.org.uk
    If you text or email, one of our income officers or money advisers will call you back within 24 hours (Mon-Fri).

You can also find other providers of free debt advice here

I'm a customer who needs financial support
If you are struggling to pay your rent
If I am sick and can’t pay my rent will my home be at risk?
How can I pay my rent if the office is closed?

It’s really important that you continue to pay your rent during this period, but we understand that this may be difficult for some people. If you’re struggling to pay your rent, for whatever reason, please get in touch with us as soon as possible. Call us on 01782 744533 and ask for our income and money advice team.

We understand that this is a very unusual situation and that there may be all kinds of disruptions affecting your ability to work. We may have to be flexible in response to unexpected events.

If you are sick or cannot work or have other issues affecting your ability to pay your rent, please contact us to discuss the best way of managing this situation until things return to normal.

Our head office, 308 London Road, is now closed to all visitors to enforce the Government’s guidance on social distancing. Staff will continue working to provide services for customers.
For customers who pay their rent in cash at head office you will need to set up a direct debit – just give us a call 01782 744533 and we’ll talk you through it or you can make a telephone payment using your payment card or if paying with cash at a PayPoint outlet such as a post office or shop that has a PayPoint (you will need your payment card for this).
You will still be able to contact us in all of the usual ways including email, telephone, and through our website. Our team will talk you through the repair priority and any self-isolation issues.

I’m a customer who needs a repair on my home
What repairs are you doing?
If get sick due to coronavirus, will you still come out to do repairs at my home?
What repairs and other home visits do you treat as an emergency?
How can I report a repair?

We are carrying out emergency repairs, urgent jobs and routine jobs

Emergency repairs

An emergency is a situation that may be classified as a repair which compromises the health, safety or security of the resident or the public, or may lead to further damage to property, e.g. flooding caused by a burst pipe.

Urgent jobs

Urgent jobs are situations that may cause inconvenience but pose no actual immediate danger to a person or property.

Routine jobs

Routine jobs are situations which may cause a minor inconvenience but doesn't pose a risk to you, other people or property, or which will not lead to further expenditure if delayed.

Find out more about repairs

Following Government guidance, anyone who has coronavirus symptoms such as a high temperature, dry cough or shortness of breath, is advised to isolate themselves at home for seven days. Additionally, anyone who shares a home with someone who has coronavirus symptoms should also self- isolate at home for 14 days.

Self-isolation means that you must avoid contact with other people to prevent spreading the virus to others.  So we will be unable to visit anyone who is self-isolating.

If you are in this situation, you must let us know if you are reporting a repair, asking for a home visit, or have one already arranged. Our staff will also ask you questions about coronavirus if you ask for a home visit and we would ask everyone to answer these questions honestly to help to reduce the spread of the virus.

We are now only completing essential repairs to homes. This means any repair which is necessary to protect the health, safety or security of the residents or the public, or where unchecked it may lead to further damage to property. Examples include gas leaks, major bursts or leaks, dangerous electrical faults or the total loss of heating and hot water and loss of the use of a toilet. We will also continue with essential safety checks in homes, such as gas boiler checks.

An emergency repair is one is where a repair is necessary to protect the health, safety or security of the resident or the public, or where unchecked it may lead to further damage to property. Examples include gas leaks, major bursts or leaks, dangerous electrical faults and total loss of heating and hot water (October – March).

We are currently reviewing these arrangements in light of coronavirus to make sure that we are making the very best use of our resources at this challenging time and keep everyone safe.

You can report your repair in the normal way.

Make a repair online

Or call us on 01782 744533.

What can I do to stay safe
What should I do to avoid catching coronavirus?
Am I at risk of catching coronavirus from staff visiting me?

Government advice is ‘social distancing’ which means avoiding all but essential contact with other people and following good hygiene practices in your home.

We recommend that you follow official medical and health advice provided by the government.

You can find out more at https://www.nhs.uk/conditions/coronavirus-covid-19/ and https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response. We also suggest that you keep an eye on reliable news sources, such as the BBC, to stay up-to-date on developments with the outbreak.

We are following government advice which is now to avoid all unnecessary face-to-face contact. Therefore the best way to help avoid our people spreading the virus is simply to reduce the number of home visits we make until further notice.

What Staffs Housing is doing

308 London Road is closed, but we have plans in place to help us continue providing essential services in the event of a range of emergency situations. If large numbers of staff cannot work as they are unwell we may need to further cut back services for a time while we focus on more urgent work.

We have invested in technology which means that many staff can work from home and, to comply with government advice, we are now asking all employees who can work from home to do so. These staff will continue working and providing services as normal.

For the safety and wellbeing of our customers and to reduce the spread of the Coronavirus we are taking the following actions:

  • Our head office, 308 London Road, is now closed to all visitors to enforce the Government’s guidance on social distancing. Staff will continue working to provide services for customers
  • Suspending all non-essential visits to customers (such as transfer inspections and settling in visits) and will respond to all queries over the phone or via email
  • For essential visits (e.g – repairs, gas servicing, welfare visits, severe anti-social behaviour incidents) we will ask you the following questions before we visit you:
    • Have you been advised to self-isolate?
    • Do you have any of the symptoms relating to the Coronavirus:
      • A high temperature – you feel hot to the touch on your chest or back?
      • A new, continuous cough – this means you’ve started coughing repeatedly.

If you answer yes to either of these questions we will make arrangements on a case by case basis to ensure that you receive the help, support and services you need.

  • It’s really important that you continue to pay your rent on time and where possible we would prefer you to pay online or over the phone (as an alternative to cash)
  • Asking you to visit our offices by appointment only
  • Cancelling all of our Live and Learn courses.
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