Coronavirus service updates

Coronavirus: Service Updates

We are living in unprecedented times at the moment and Mount Green understand that some of you may be worried about your friends, your families and your livelihoods.  Although we’re not here to provide specific advice about the virus, we want you to know we’re taking the situation extremely seriously.  We do need to adapt our services to respond to the Coronavirus challenge.   The current status of all our services is below.

Contacting Us

We’re following government guidance to limit the spread of coronavirus.     Our offices are now closed with all staff working from home.     We are offering a call handling service.  However, we are experiencing some telephony issues with our Customer Service Advisors working from home.   Please e-mail us in the first instance at customerservices@mountgreen.org.uk or visit our website for more information.  If you really need to speak to someone then please call 01372 379 555.   It might take a little longer than usual to get through but your call will be answered.

Reassurance Calls

Our teams have been contacting many of you to check your wellbeing and see how you are managing during the current restrictions.    We will also be ensuring we have all the right details for you.    These calls will continue into next week.    

Repairs

We are now delivering an emergency repairs service only which includes responding to health and safety risks, total loss of heating or hot water and total loss of water or electrical supply.  If you’ve been advised to self-isolate and a contractor is due to visit your home to attend to an emergency it is critical you let us know beforehand. This is vital for the safety of our contractors and others.

If you have an appointment scheduled for a routine repair this will not go ahead.    As soon as the restrictions have been lifted you can contact us to progress your repair. 

Gas Safety Checks

We are required by law to check your gas supply and gas appliances every year. If you have a gas supply into your home we will ask you to provide our contractor, Robert Heath access to your home to complete this inspection. If the anniversary of your inspection is due to expire in the next 8 weeks we will be contacting you to make an appointment. If you are concerned in any way please let either Robert Heath or Mount Green know and we will be glad to discuss this with you.

Please remember that the purpose of this inspection is for your safety. If you or anyone in your family has been infected or is suspected to be infected then please tell us as soon as you are able before the arranged appointment date.

Home Visits

Our Neighbourhood, Income and Independent Living Officers will no longer be completing any visits in the home.   This is to ensure that you and your families stay safe.     We will be contacting our most vulnerable residents by telephone and text message to check they are ok during this time. 

Paying your Rent

If you are having difficulty paying your rent then please contact us right away.   Unfortunately, Mount Green cannot offer a rent free period during the lockdown as we are dependent on our rental income to deliver services.   If you are struggling financially please visit the dedicated page set up by the Government which outlines the financial help and support available. https://www.understandinguniversalcredit.gov.uk/coronavirus/

Cleaning and Grounds Maintenance

We will continue with limited cleaning services particularly in the internal common areas of our Older Persons accommodation.    We are suspending grounds maintenance services at all our properties.     We are working with our contractors to assess the implications of reduced service provision.

Health & Safety Inspections

We will continue to complete essential health and safety checks at our Older Persons accommodation to ensure they remain safe at all times.

Mutual Exchanges

We will not be processing any existing or any new mutual exchange applications.      As soon as the current restrictions have been lifted and where it is safe to do so we will pick up this work again.    

Letting Empty Properties

The lettings and allocations service has been suspended.    If you have been offered a property to let we will be in contact with you to understand your current circumstances.   As soon as the restrictions have been lifted and where it is safe to do we will continue with processing your offer of accommodation.    If you wish to end your tenancy you can still do this by e-mailing us at customerservices@mountgreen.org.uk

Anti-Social Behaviour

We understand that the lockdown will be challenging for individuals and communities.    It is now more important than ever before that all residents show consideration for their neighbours and follow the terms and conditions of the tenancy agreement.     Mount Green are working in partnership with local community safety agencies to ensure that any nuisance or anti-social behaviour is challenged and appropriate action taken.      

Domestic Abuse

We know that COVID-19 will have serious impacts on the lives of survivors of domestic abuse including men, women and children.    Some of you may be feeling unsafe with the prospect of being isolated in the house with your perpetrator.  Specialist Services are still operating.  The links below may be helpful.  Try and keep a mobile phone with you at all times if possible. The police are a key service when in immediate danger. Do not be afraid to call 999 in an emergency.  If it is safe to do so you can also contact Mount Green and ask to speak to your Neighbourhood Officer or e-mail us at customerservices@mountgreen.org.uk for support and advice.

https://www.womensaid.org.uk/covid-19-coronavirus-safety-advice-for-surv…

https://mensadviceline.org.uk/

https://www.childline.org.uk/info-advice/

Development and Sales

We are continuing to progress any applicants who are purchasing our shared ownership homes and are working with the agencies involved to ensure that any necessary delays are kept to a minimum. If you are experiencing any difficulties we urge you to get in touch by e-mailing us at customerservices@mountgreen.org.uk  and our sales team will try and find possible solutions.   Rest assured we will do everything we can to get you into your new homes as soon as practically possible

Want to Help?

The Coronavirus is affecting every one of us making all our lives a little bit more difficult.   There are lots of ways you can do your bit to ensure that we all remain safe.  

If you live on an Estate let us know straight away if there are any estate wide emergencies that we need to be aware of.   

Please check on your neighbours where you are able and where it is safe to do so.   Contact us if you have concerns about the welfare of anyone near where you live who is a Mount Green resident.   

Follow all the latest government and health advice.    Stay at home, practice social distancing and self-isolate if you have symptoms.    

Stay up to date with local Covid-19 services in your area by visiting the links below.

https://www.surreycc.gov.uk/people-and-community/emergency-planning-and-…

https://www.horsham.gov.uk/community/coronavirus-community-support

https://www.westsussex.gov.uk/campaigns/coronavirus-covid-19/#1

Mount Green are reviewing our approach on a daily basis and as the situation changes. We will keep you informed via this website.   Mount Green would like to thank everyone for their patience, understanding and support during what are exceptional times.

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