Coronavirus (COVID-19)

Latest information about our services

Updated 22.05.20

Throughout the pandemic our teams across the Wales & West Housing Group have focused on keeping our residents, staff and contractors safe and help control the spread of the virus through our carefully considered service delivery.

The welfare and wellbeing of all our customers is our priority, we have introduced new temporary services to help those within our communities including regular phone calls to those who are vulnerable, elderly or simply lonely. Our staff within our communities are helping support our residents whenever wherever they can.

Most of our staff are working from home but they are working hard to ensure we can deliver the best service we can to our residents and communities.

Our 24-hour Customer Service Centre and Emergency Alarm centre remain open and fully operational. Please only report repairs which are an emergency or urgent at this time and we are aiming to do these as quickly as possible, prioritising those people who are elderly or vulnerable. If you are struggling to cope or know of someone that is, please contact the Customer Service Centre on 0800 052 2526.

Making our way out of lockdown

The lockdown in Wales has been extended, with stay-at-home restrictions remaining in place. Restrictions will be lifted according to the traffic light system outlined in the Welsh Government’s roadmap for moving out of lockdown.

As soon as we are allowed to resume services we will do so. We are working hard to be ready and do things safely which may mean it is different, but we will ensure quality work is carried out in a safe and controlled manner. If you or anyone in your household are shielding or showing symptoms of the virus, please ensure you inform us when you are reporting your repair so we can take all the necessary precautions.

Please continue to follow Welsh Government guidance:

Full guidance on staying at home and away from others
Leaving home to exercise: guidance

New guidance on coronavirus symptoms

Loss of smell or taste (anosmia) is now a symptom under new guidance from UK Chief Medical Officers. All individuals should self-isolate if they develop at least one of the following coronavirus symptoms:

• a new continuous cough
• fever
• loss of smell or taste (anosmia)

Everyone in Wales with symptoms can now book a coronavirus test.

Essential Repairs

At present we are delivering essential works and safety checks to your homes until further notice – which includes limited grounds maintenance.

We will be delivering essential works and safety checks to your homes in line with the latest guidance from the Welsh Government. These emergency repairs and essential safety checks, if not completed, could cause significant damage to your home or risk your safety (such as checks of gas boilers and fire detectors).

Any works undertaken will be following strict health and safety protocols in line with the latest advice, including the use of face coverings, to protect both you and our staff. Please follow all health and safety guidance given to you by our teams and respect our operatives. Our staff will follow the guidance on physical distancing in the workplace and we ask that you also follow coronavirus social distancing guidance while they are working.

If you or anyone in your household are shielding or showing symptoms of the virus please ensure you inform us when you are reporting your repair so we can take all the necessary precautions.

Our Customer Service Centre is currently experiencing a high volume of calls due to COVID-19. Please bear with us and your call will be answered as soon as possible. Remember that you can pay for your rent online

Public use of face coverings

In Wales, our Chief Medical Officer (CMO) does not recommend the compulsory wearing of cloth face coverings by members of the public whenever they leave home – saying that this should be a matter of personal choice.

Whilst the current evidence shows a face covering can have small positive effect on reducing the risk of a transmitting coronavirus to others, the chief medical officer has pointed out they can bring about an increase in risky behaviours.

Anyone with symptoms of coronavirus should be staying at home and it is not acceptable for them to use a face covering in order to go shopping or to work. Wearing a face covering won’t protect you from others – it will protect others from you and then only if you don’t potentially transfer the virus in other ways.

The CMO has said that the best way to stay safe is to continue socially distancing, keeping your hands clean, and not touching your face.

Paying your rent

If you are affected by the Coronavirus and you are worried what this might mean financially, we are here to listen, advise and support you where we can.

No-one will lose their home because they cannot pay their rent due to the virus but you do need to contact us early and we are ready to help with advice and support. Contact your Housing Officer or the Customer Service Centre on 0800 052 2526.

Letter to all social housing tenants in Wales from Julie James AM, Minister for Housing and Local Government

Welsh Government: Support available if you are a tenant living in Wales-COVID-19

Elderly and vulnerable residents
We are contacting residents who we believe may need extra help at this time, the elderly or those with health conditions that mean they are at greater risk, to see what we can do for them.

If you are struggling to cope or know of someone that is, please contact the Customer Service Centre on 0800 052 2526.

Our teams have lists of support services which may be able to help at this time – please speak to your Housing Officer for more information.

Who can help? COVID-19 support groups

We are here to help when we can and across the country organisations and armies of volunteers are working together to provide help and support for vulnerable people and families, who are in self-isolation.

Here is a list of some of the services, who may be able to help.

Our offices

Our receptions are closed to all but essential visitors and the majority of our staff are working normally, just from home.

We will be continually reviewing the situation and will update this page and our social media platforms accordingly. Thank you for your understanding.

Respect your community, respect your distance  

At this time social distancing is something we all must do in order to protect the NHS and save lives.

Gatherings in communal spaces including gardens are not allowed.

It is putting yourself, your neighbours and the NHS at risk.

It is also distressing for those who are complying with government guidelines and trying to protect themselves and their families.

Unless you are with members of your household, gatherings of more than two people in parks and other public spaces have been banned. The police have the powers to disperse gatherings and issue fines if you do not follow their instructions or where they deem it necessary.  

We will direct residents to local policing teams when we receive complaints of breaking social distancing.

For more information on what you can and cannot do please see the Government guidelines. 

Public Health Wales have launched a campaign focusing on your health and wellbeing at this time. It has advice and guidance on how you can help yourself in order to be able to help others.

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