Home > Coronavirus: resuming “new normal” services
Updated: 23rd September
Following the Covid-19 risk level being increased from three to four which means a high or rising level of transmission and enforced social distancing, we have introduced further measures to help protect our staff and customers.
We are updating our guidelines on the wearing of face coverings in the workplace. We will require face masks to be worn when are staff are dealing with customers face to face, when entering our buildings and when moving around our buildings.
We will also reinforce the 2-metre rule in the workplace and when we are speaking with customers, including in their homes. If we are unable to observe the 2-metre rule, for example where a customer does not adhere to the guidance, we are asking our staff you to leave the situation.
When we are in your home, please help us by:
Following the current social distance guidelines.
Making sure other members of your household remain in a separate room
Opening all internal doors to minimise contact
Telling us if anyone in your household has symptoms
If these rules are not followed we will be unable to complete our visit.
Updated: 14th September
Rule of six comes into effect to tackle coronavirus
New laws prohibiting social gatherings of more than six people come into effect today (Monday 14 September).
We would like to remind customers that you cannot meet socially in groups of more than 6 people either inside or outside of your home.
If you are found to be in breach of this law, you could also be in breach of your tenancy agreement.
Please take all of the necessary precautions to keep you, your family and friends safe.
Following changes to the way that we operate from our head office we made in June, we have taken the opportunity to review the systems we put in place to ensure that they remain practical/ in line with government guidelines.
On Tuesday 8th September, we invited all of our staff to come and work from Waterfront Point in a controlled way should they need to.
If you’re a customer, contractor or other visitor attending Waterfront Point, here’s what you can expect to help keep everyone safe:
Social Distancing and helping to stop the spread
Government guidance now allows for social distancing of 1m if other safety measures are in place.
At Waterfront Point, we will generally be able to maintain 2m within circulation routes. However, where we need to hold larger meetings, we must maintain at least 1m distance, providing the extra measures are in place.
Face coverings are not mandatory, but you can wear your own if you wish.
We have hand sanitising stations throughout the building. Please sanitise your hands as you enter and at regular intervals..
We have protective screens in place in interview rooms and the reception area, to protect colleagues and customers.
We are undertaking a deep clean of the building thoroughly on a daily basis, and high touch points are cleaned regularly.
Anyone who attends Waterfront Point, whether staff, customers, contractors, or other visitors must have their temperature taken. Anyone with a temperature above 38 degrees C, will not be allowed to enter and will be advised to take a test and self-isolate for 10 days from date of test (if positive).
On Monday 1st June 2020, with new safety measures in place, we resumed our services.
We are complying fully with the government’s guidance on managing the risk of COVID-19 and the safety of our customers and staff remains our number one priority.
Our “new normal” Services
Our services fully resumed on Monday 1st June 2020. Please note there are revised arrangements in place for the following:
Ending a tenancy – Revised arrangements will remain in place for dropping keys and paperwork
Investment work – We will be in contact with customers directly who are due to have investment work take place in their home
Rent payments – Halton Direct Link (HDL) remains closed. All other methods to pay your rent remain unaffected
Waterfront Point reception – Please note revised opening times below.
We expect it is going to take some time as we adapt to the new normal. We kindly ask that you bear with us as we slowly get back to what we do best – improving people’s lives.
Our colleagues are all following safe systems of work protocols and will wear appropriate personal protective equipment.
Wearing a face covering in shops and supermarkets in England is to become mandatory from 24 July.
As a responsible landlord and employer, we continue to adhere to the government’s advice concerning health and safety and to do whatever we can to protect individuals, and to help prevent the spread of the virus.
From 24 July, all staff working in any communal areas of our properties will be wearing a face covering. Our staff will also be wearing a face-covering whilst carrying out work in a customer’s home. A new face-covering will be applied to every home our staff visit.
Coronavirus: Rent and money worries help and support
Has coronavirus affected your income? Are you struggling to pay your rent? If you have had a change in your financial circumstances & are struggling, it is important that you contact us, so we can offer support & advice. Take a look at our dedicated page here.
Employed and ill or affected by Coronavirus?
This is a difficult time for many people and we understand that this may be the first time you have had to claim benefits.
We’ve tried to answer some questions you might have if you’re in employment and are ill or affected by Coronavirus and where possible provide signposting and guidance to help and support that is available to help you claim. Find out more here.
Raised a non-urgent repair during the lockdown period?
Understandably, we have received a significant number of non-urgent and routine repair requests during the lockdown period. These requests have been logged and we are now in the process of allocating a Maintenance Technician to complete these repairs for you. We will be making contact with customers over the next few weeks who have raised a repair request to schedule in an appointment to carry it out.
If you have changed your contact information, it’s important that you update your details with us using our app or customer portal or by calling 0303 333 0101 so you don’t miss our call.
Waterfront Point Reception Opening Times
Our reception is open for pre-booked appointments only Monday – Friday, 10am – 4pm.
Showing symptoms or self-isolating?
Please note, we are still asking customers to follow the latest government guidelines and to notify us if they, or anyone in their household has either being diagnosed with Coronavirus, is self-isolating, has any flu-like symptoms, or has any other concerns as to why we should not complete work in their home.
You can still contact us using our main telephone number 0303-333-0101, or customers can still contact us via the app or portal, or via the live chat on here, (see the purple tab to the right) between 10am – 5pm.
In the meantime, we’d like to thank you for your patience and we hope that you and your families are safe and well.
Our Commitment to You:
As we resume our services, we want to assure you that we have complied in all aspects, with the government’s guidance on managing the risk of Covid-19:
Open letter from the Housing Minister, Chris Pincher MP
The Housing Minister Chris Pincher MP has issued an open letter to social housing tenants outlining the Government’s plans to restart society and allow housing services to resume. Please take the opportunity to read the letter.
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