Coronavirus (COVID-19)

Service update

In line with the Government's roadmap for easing restrictions, all of our services have now been reopened.

We're constantly monitoring Government guidance and are looking at what this means for our services.

As the situation is constantly evolving, we’re using our website and social media to provide you with information should there be any changes to the provision of services.

You can follow us on Twitter and Facebook. Or if you have a query, please contact us.

• Contacting us

  We're still here! You can reach our contact centre from 8am to 6pm Monday to Friday.

  Visit our contact us page to get in touch.

• Visiting our offices

  To keep you and our colleagues safe, we're going to continue to speak to most customers virtually.

  But, if you need to come and see us we've reopened our Portishead office for face to face visits.

  You'll only be able to visit the office if you have an appointment so to book one, contact us today.

Financial advice

• I'm worried about paying rent

  We always want to help our customers sustain their tenancy, so if you’re having concerns about paying your rent, please do talk to us as soon as you can so we can discuss your individual situation. 

  We’ll work with you to find an affordable solution if you’re experiencing financial difficulty.

  The government’s temporary changes to possession proceedings and evictions ended at the end of May. This means that bailiff-enforced evictions can now begin, and notice periods will shorten. You can read more about this on National Housing Federation’s website.

  However, if you are struggling financially, we will do everything we can to help. Contact us as soon as possible - the earlier you speak to us, the earlier we can help.

  We have a team of specialists who can provide free and impartial advice and even work with you to complete an up-to-date benefits check. If you are entitled to benefits you are not currently receiving, we can offer you help and advice work with you to complete the necessary on-line forms.

  You can find more information for tenants here: Coronavirus (COVID-19) Guidance for Landlords and Tenants.

• I can't work because of coronavirus

  Statutory Sick Pay (SSP)

  If you can't work because of having coronavirus or because your following government advice on self-isolating, your entitled to Statutory Sick Pay (SSP).

  To qualify for SSP you must:

  • have an employment contract
  • have done some work under their contract
  • have been sick for 4 or more days in a row (including non-working days) - known as a ‘period of incapacity for work’
  • earn an average of at least £120 per week
  • give you the correct notice
  • give you proof of their illness, only after 7 days off

  You can find out more about SSP on the GOV Website.

  Test and Trace Support Payment

  The Government has also introduced a 'Test and trace support payment'. You may be eligible to receive this if you’ve been told to self-isolate you live in England you’re on a low income you cannot work from home and will lose income as a result

  To apply for this support payment, you'll have to contact your local council.

• I'm not eligible for Statutory Sick Pay

  If you're unable to work because of having coronavirus or because your following government advice on self isolating, you may be able to apply for Universal Credit.

  You can apply for Universal Credit online from the GOV website.

• I'm self-employed and can't work

  If you're self-employed and can't work because of having coronavirus or because your following government advice on self-isolating, your likely to be eligible for Universal Credit.

  You can apply for Universal Credit online.

  The DWP from 6 April 2020 have relaxed the Minimum Income Floor for all self-employed claimants affected by the economic impact of COVID 19. This means that self-employed claimants will be supported by basing their Universal Credit award on their actual earnings.

• Help claiming benefits

  We can support you to claim any benefits you’re entitled to during this time if you’re unable to work or you’re not getting paid. 

  If you’re already in receipt of housing benefits or Universal Credit your housing cost will continue to be paid and it’s important that you use this to continue to pay your rent as normal.

  If you’ve been working and your situation has now changed, please do let us know so we can help put a plan in place to help you through this time.

  For more information about claiming benefits visit www.gov.uk/government/news/coronavirus-support-for-employees-benefit-claimants-and-businesses

• Money advice

  Our money advisors can offer debt advice and benefit calculations over the phone. We also work with West Country Savings and Loans who can provide saving advice and offer affordable loans. You can find information about their services at www.westcountry.org.uk

Ensuring your health and safety

We’re following the government guidance on how to operate our business as safely as we can and have risk assessed our services.

Our colleagues are following safe work protocols and, if appropriate, will wear the appropriate personal protective equipment if they need to attend your home.

You can see below our approach to safe working

We’re still asking customers to follow the latest government guidelines. We ask that you notify us if you or anyone in your household has either been diagnosed with Coronavirus, is self-isolating or has any Coronavirus-like symptoms. If we’re due to visit your home, we’ll reschedule this appointment.

We’ll also work with you if you have any other concerns as to why we should not complete work in your home. 

What if someone doesn't follow social distancing?

It’s also important that we all follow the guidance on social distancing and self-isolation.

Some customers have contacted us to let us know about examples of this not happening in their community which we’re unable to enforce.

If you’re experiencing problems, you can consider whether it’s serious enough to contact Avon and Somerset Police.

You can do this via their online reporting form

Coronavirus symptoms

Most people with coronavirus have at least one of these symptoms. Visit the NHS website to read about them in more detail.

• high temperature
• new, continuous cough
• loss or change to your sense of smell or taste

Anyone showing these symptoms over the age of five can book a test through the GOV website.