Important info regarding Coronavirus (Covid-19)
Last updated: 14 January
Following the announcement from the government we wanted to update you on our approach and what measures we will be taking following the latest guidance.
The health and safety of our colleagues, tenants and customers is our priority throughout this difficult time, and we are closely following advice from the government around the ways we can continue to offer services to you.
Emergency repair appointments only
From 12noon on Wednesday 5 January we will only be offering emergency repair appointments. Click here to check what an emergency repair is
We’ve got limited resources within our Maintenance team at the moment and need to prioritise our emergency appointments. We will be reviewing this on 25 January so check back then for the latest update on our repairs service.
We’re asking that when booking a repair, you consider first if it is an emergency and cannot wait, before contacting us.
The rate of Covid-19 transmission has risen, and we need to prioritise the most urgent, emergency repairs. To do this, we need your help. If you have a repair that it isn’t an emergency, please wait until we open up our repairs and maintenance service fully before contacting us to book it in.
We will be reviewing the changes to our service on 25 January and will update you on the 26 January so please check back on the website then.
If you already have an appointment booked in with us, we will contact you if we need to rearrange. If you do not hear from us, then your appointment will be going ahead as planned. You don’t need to contact us to check.
We understand this is frustrating and we’re hoping this is a short term solution, and as soon as we can offer our full service again we will do.
We thank you for your patience and understanding. Please see below our repairs FAQ'S.
We ask that whenever any tenant, colleague or customer is moving around our buildings we ask that you wear a face covering.
We will also be continuing to wear a face covering when visiting the homes of our tenants and moving around the home. We’d ask that you do the same to help keep everyone safe.
- If we’re visiting your home for an appointment, we will wear a face covering when we enter and leave. We’ll take it off to work if you will be in a different room. We’d really appreciate if our tenants and customers would be happy to do the same
- If you’re visiting any of our buildings for an appointment, we will ask that you could wear a face covering when you enter and leave and also while moving around the building or if you are going to be in close contact. We will be doing the same to do our bit to keep everyone safe
- If we’re working in a shared or communal area we will continue to wear a face covering, and would ask if you would be happy to do the same
Below is all of our latest information and guidance, but if there’s a particular topic you’re interested in, scroll to the bottom and click on a heading. We also have a Coronavirus (Covid-19) FAQs page, to take a look at our Covid-19 FAQ page.
We have put together a risk assessment to make sure we are working safely and maintaining the health and safety of our staff and tenants. Find out more about our risk assessment.
We've updated our opening hours following the latest government guidance:
- Ongo House (HQ), Church Square, Scunthorpe – Ongo House is open to the public and we will ask that you wear a face covering when visiting us. We will also have controlled access to make sure there aren’t large groups of people in our reception area at any one time. Don’t forget you can use your My Home account, online services or call us too.
- Employment Support/Recruitment, Cole Street, Scunthorpe - Cole Street is open and we will ask that you wear a face covering when visiting us. We will also have controlled access to make sure there aren’t large groups of people in our reception area at any one time.
- The Viking Centre, Fairfield Road, Barton – The Viking Centre is open as normal. Visit the Viking Centre Facebook page for up to date information about what's going on there.
- The Arc and Post Office, Litchfield Avenue, Scunthorpe - The Post Office will remain open Monday to Friday 9am-5pm. The café is open Monday - Friday 9am - 3pm. Keep an eye out on our social media here for more info.
- Ashbridge Roofing/Hales & Coultas, Northampton Road, Scunthorpe -We are operating as usual and following government guidance.
Lounges and communal areas
These are open and will continue to follow government guidance.
Face to face appointments
Face to face appointments will be able to go ahead as planned and we will continue to follow government guidance with these.
Information on anti-social behaviour
We are committed to ensuring that everyone feels safe and secure in their homes and are able to enjoy living in it without experiencing the anti-social behaviour of others. During this current period the restrictions on outdoor activities and gatherings will bring new challenges for communities and cause some frustrations, with people forced to remain at home for extended periods of time. This could mean:
- An increase in noise nuisance, in particular, more children and young people at home could contribute to perceived anti-social behaviour and we ask for your patience at this time before contacting us regarding ASB and noise nuisance.
- Households may not be keeping to the ‘stay at home’ policy set by the Government and if you are concerned and want to report anything which is outside the Government rules then please report it to Humberside Police, Nottinghamshire Police, Lincolnshire Police or South Yorkshire Police.
- Is the stress of the current situation maybe making you a little less tolerant than usual?
- Do you feel able to speak to your neighbours regarding your concerns, whilst following social distancing guidelines?
Please consider if the behaviour is intended to be anti-social and is it really causing, or likely to cause you or your family significant harm then please contact us and we will seek to assist you wherever possible.
We are adapting our services when tackling ASB and are now focusing on telephone or email contact with our customers and although our investigations will be different, we are committed to doing the following:
- Working closely with other agencies
- Signposting customers to specialist support services
- Signposting perpetrators to support services
- Increase contact with vulnerable customers
- Encourage the use of technology to record ASB if it is safe to do so
- Issue verbal warnings over the telephone and written warnings via email or post
- Issue Notice Seeking Possession for breaches of tenancy
- Apply to the County Court for Injunctions in the most serious cases
If you have any worries or concerns, there are a number of ways you can get in touch with us.
If you are concerned about a vulnerable adult or child in a household then please forward your concerns to Humberside Police (telephone 999 if you or another member of the public is at immediate risk) or the local Safeguarding Team:
- Protecting vulnerable people from abuse and maltreatment
- Preventing harm to vulnerable people’s health or development
- Taking action to enable all children, young people and adults to have the best outcomes.
Contact for the local Safeguarding Teams:
North Lincolnshire Council – Telephone number 01724 297000
Doncaster MBC – Telephone number 01302 736000
Lincolnshire County Council – Telephone number 01522 782155
Getting in touch
If you do need to get in touch with us, please consider using our online services and My Home. Thanks again for your understanding.
We would like to reinforce the urgency of government guidelines around social distancing in your everyday life, and also when our staff attend urgent face to face appointments and repairs.
Please check back here or follow us on social media for the latest updates.