How are we responding to Coronavirus
We are well prepared for disruption caused by the virus and have a tested business continuity plan. Our response will be ‘business as usual’ as much as possible, however we have already taken some steps to prioritise the safety of residents and staff along with core business functions. Our aim will be to minimise disruption to our everyday activity and services. Where there is disruption, we would ask for your understanding and patience.
Are the offices still open?
In accordance with Government guidelines, we have closed the office and all staff are mobile working. Please bear with us as we do not have the same IT arrangements available to us remotely. However, we do have access to answer general queries and assist you. For example, if you could email us at firstname.lastname@example.org instead of telephone us, that would assist us to answer your query quicker.
We have introduced new ways of digital working, including myhomeonline for residents. All of this means we are well prepared for this change to working arrangements.
Should I sign-up to myhomeonline, the resident portal?
If you have not already done so, we would ask that you now sign-up to use myhomeonline. The portal offers a range of self-service options and will help to minimise calls during what we expect to be a busy and pressurised time.
It is quick and easy to sign up, you can register using the following link: https://www.myhomeonline.org.uk/midsrur/www/dashboard. If you need help, email us at email@example.com and we can register for you.
Will the Association’s staff and contractors still attend appointments?
We will not be carrying out any appointments at this moment in time. We may decide to offer alternative options in place of physical meetings, such as a telephone call. Contractors are already limiting the visits their operatives take by attending to emergency repairs only, to safeguard longer-term services focused on emergency and safety activity. If you have a non-emergency repair we ask you to report this when services are back to normal. Up to date details can be found in our repairs section.
Has the contact number changed?
No. The contact number is the same. Our phone systems will re-direct you to a member of the Customer Care Team who is working remotely. If this happens, it may take us longer to answer calls because it can only transfer to one person. To help us deal with this, residents should use myhomeonline, contact us online or email us.
Can I still report repairs in the usual way?
Yes, but we will only report emergency repairs, any non-emergency repairs we will delay reporting until normal service resumes. If circumstances get worse, we may prioritise repairs that relate to health and safety. Up to date details can be found in our repairs section.
Do I need to tell the Association if I or anyone in my household have symptoms; have COVID-19; or are self isolating?
If you display any symptoms like those of the virus you should seek immediate medical advice and follow guidance available from public authorities. Current advice can be found on the NHS website.
You should inform the Association so we are aware, you can email firstname.lastname@example.org your name, address, and period you are self isolating for.
If you have an appointment with the Association’s staff or contractors, you should let us know so we can rearrange this for a later date, when it would be safe to attend. If the appointment is to resolve an emergency, staff will talk through options with you based on the circumstances.
I am calling on behalf of a relative, friend or neighbour who is a resident. Will the Association be able to talk with me?
Data protection restrictions can make it difficult for us to talk about residents without consent. The best approach would be to call with the resident present, so they can verify that you have their consent. We will always try and be as helpful to callers as we can.
What should I do if I am struggling to pay my rent?
We recognise that one impact of the virus might be on the ability to work or access financial support. If you are having any problems paying your rent please contact your Housing Officer who can offer further advice based on your circumstances. Up to date advice can be found on our 'worried about your rent' section.
How will the Association keep me updated with any changes to its response?
We will be posting future updates on our website and FaceBook pages and through other social media so please check this regularly.
Online links to useful information
Advice published by the Government:
Advice published by the NHS:
Advice published by the Citizen Advice Bureau:
Advice published by the Red Cross, including how you can support through volunteer work:
Advice published by Daventry District Council: