Coronavirus

Latest information about our services

Updated 30.09.2020

Our services

Up to date information about service delivery
v

Supporting you

How we’re making a difference

Local lockdowns

Information about affected areas

Coronavirus

Keep yourself and others safe during the pandemic

Our services

We are focused on keeping our residents, staff and contractors safe during the COVID-19 pandemic and we are adapting services accordingly to deliver the best service we can. 

The welfare and wellbeing of all our customers is our priority and we have introduced new temporary services to help those within our communities. 

Our 24-hour Customer Service Centre and Emergency Alarm centre remain open and fully operational on 0800 052 2526.

Repairs

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).

We are still prioritising emergency repairs, but please contact our Repairs Service on 0800 0525256, if you have any repair concerns.

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

Lettings

Welsh Government has advised landlords and estate agents that they may now resume supporting house moves, where the property has been vacant for at least 72 hours.

Wales & West Housing will restart our lettings from 6th July where the property is vacant following our new health and safety protocols in line with Welsh Government guidance.

We will start with those properties which people have already been offered but where we could not facilitate the move due to Covid 19, and those suitable vacancies which are needed urgently by our Local Authority partners to assist with their need to focus on alleviating homelessness and facilitate move on for people living in temporary accommodation.

Safety will be our top priority. We have produced detailed step by step guidance to enable the us to let our properties safely for all concerned. The recommencement of this service will be carefully considered and coordinated in order to mitigate risk of transmission of the virus.

We can now facilitate mutual exchanges safely. Please view our guide to mutual exchanges.

Moving In leaflet

Moving Out leaflet

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.

Supporting you

The welfare and wellbeing of all our customers is our priority and we have introduced new temporary services to help those within our communities. 

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.

Local lockdowns

If you live in one of the following local authority areas, please follow the links to see how you are affected by Welsh Government local lockdown restrictions.

Caerphilly
If you live in Caerphilly County Borough Council please follow Welsh Government updates for details of local lockdown restrictions
Rhondda Cynon Taf
If you live in Rhondda Cynon Taf County Borough Council please follow Welsh Government updates for details of local lockdown restrictions

Coronavirus

Find out how to protect yourself and others from coronavirus, including symptoms, testing and advice around social distancing.

Public use of face coverings

From Monday 14 September 2020, face coverings are mandatory in indoor public spaces in Wales, like shops. Under 11s and people with health conditions are exempt. Please follow Welsh Government rules and guidance.

Three-layer face coverings became compulsory for everyone travelling on public transport in Wales from Monday 27 July. This includes buses, trains and taxis.

The most effective way to protect yourself and others from infection is still to follow social distancing rules, avoid touching surfaces and your face, and wash your hands regularly, as outlined in Welsh Government advice.

The updated advice on face coverings applies only to people who are asymptomatic. Anyone with symptoms of coronavirus should be self-isolating.

Coronavirus symptoms and booking a test

Please continue to follow Welsh Government guidance around social distancing, washing hands regularly and meeting other households. 

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. 

Coronavirus symptoms 

All individuals should self-isolate if they develop at least one of the following coronavirus symptoms: 

  • a new continuous cough
  • a high temperature
  • a loss or change to your sense of smell or taste (anosmia)

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

Staying safe and social distancing
The Welsh Government and Public Health Wales has a wealth of information on how you can keep Wales safe during the Covid-19 pandemic, focused on social distancing, washing hands regularly and staying outdoors and local if you are meeting other people.

Social distancing guidance

Coronavirus regulations – what you can and cannot do

COVID-19 – Public Health Wales advice

Lorem ipsum dolor sit amet, consectetur adipisicing elit. English

Click here