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Important info regarding Coronavirus (Covid-19)

Last updated: 9 September

The health and safety of our staff, tenants and members of our communities 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.

This means for the time being, putting these additional measures in place. We know this is going to be a challenging time for us all, and we thank you for your patience and understanding.

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 click here

The government has released some guidance for landlords, local authorities and tenants. To take a look at this, click here.

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. You can read it here.

Opening hours

We have made changes to our building openings, please take a look at them here:

  • Ongo House (HQ), Church Square, Scunthorpe -We have made the decision to close our headquarters to the public for the foreseeable future. We are open only for essential receipt of deliveries and post. Please use the MyHome app, online services or call us.
  • Employment Support/Recruitment, Cole Street, Scunthorpe - Cole Street is open for appointments only between 9:30am - 4:30pm.
  • Concierge, Market Hill, Scunthorpe -We have made the decision to close this to customers. If you need assistance, please contact us.
  • The Viking Centre, Fairfield Road, Barton -We are now able to hold face to face appointments, but these must be booked in advance. We would encourage anyone visiting the Viking Centre to wear a face covering if able to do so. 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 café is open and will be serving hot and cold food and drinks between 9am - 3pm Monday to Friday. The Post Office is also open Monday to Friday 9am - 3pm and we'll be extending those hours from 28 September so 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.

Repairs

You can book all repairs with us again now, and the quickest way to do this is through My Home'

Our My Home app will have slots available for non-essential repairs so you can log in and book yourself, instantly. This will save time and allow you to get the best slot for you. To register for My Home go to myhome.ongo.co.uk/registration.

If you are unable to use the app you can still call us, but please be aware we will be operating a call back system, and will aim to get back in contact with you the following day.

Here is a list of the repairs we are categorising as an essential repair:

  • No heat or hot water
  • Uncontrollable leak to inside of property with potential to cause damage to the property
  • Blocked toilet (where no other toilet in the property)
  • Instances where the problem affects the security or safety of your home, such has faulty door locks meaning the you can’t secure it – doors or windows
  • Broken glass

Grounds maintenance

Our grounds maintenance service is back up and running.

Lounges and communal areas

(Lesley Pearson Room - Crosby House and The Hub - Queensway House) will now be closed following the recent advice from the government. We will be sharing this information with our tenants living in these areas.

Face to face appointments 

Where possible, we will be carrying out appointments over the phone and keeping face to face appointments to a minimum for the foreseeable future.

If you do have an urgent face to face appointment with any of our staff, we would ask that you follow the government advice around social distancing when interacting with them.

Ahead of every face to face appointment or repair, our staff will be calling you to make sure you’re not showing any Coronavirus symptoms. If you are, you will be asked to rearrange your appointment at the end of your self-isolation period. For the latest updates and to read more, please visit the government website.

We are still fully available via our My Home app, through social media and you can contact us in all the usual ways online and over the phone. 

Information on anti-social behaviour

Ongo remains committed to making sure 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. You can call us on 01724 279900 and our Customer Service team will be able to make sure you speak to the right person. You can also message us on Facebook, speak to us on live chat on the website or you can download our My Home app.

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:

Safeguarding means:

  • 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.

  • Opening hours

    We have made changes to our building openings, please take a look at them here:

    • Ongo House (HQ), Church Square, Scunthorpe -We have made the decision to close our headquarters to the public for the foreseeable future. We are open only for essential receipt of deliveries and post. Please use the MyHome app, online services or call us.
    • Employment Support/Recruitment, Cole Street, Scunthorpe - Cole Street is open for appointments only from 9:30am - 4:30pm.
    • Concierge, Market Hill, Scunthorpe -We have made the decision to close this to customers. If you need assistance, please contact us.
    • The Viking Centre, Fairfield Road, Barton - We are now able to hold face to face appointment, but these must be booked in advance. We would encourage anyone visiting the Viking Centre to wear a face covering if able to do so. 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 café is open and will be serving hot and cold food and drinks between 9am-3pm Monday to Friday. The Post Office is also open Monday to Friday 9am-3pm and we’ll be extending these hours from 28 September so keep an eye out on our social media for more info.
    • Ashbridge Roofing/Hales&Coultas, Northampton Road, Scunthorpe -We are operating as usual and following government guidance.
  • Repairs

    You can book all repairs with us again now, and the quickest way to do this is through My Home.

    We temporarily put on hold all non-emergency repairs during the coronavirus lockdown, to ensure the safety of our staff and our tenants.

    We are now working through our backlog of repairs, which we aim to have all these completed by the end of July, and are in a position to phase back in some non-emergency repairs.

    This will include electrical repairs only at the moment, but is under review to roll out more in the coming weeks.

    Our My Home app will have slots available for non-emergency repairs so you can log in and book yourself, instantly. This will save time and allow you to get the best slot for you. To register for My Home go to myhome.ongo.co.uk/registration.

    If you are unable to use the app you can still call us, but please be aware we will be operating a call back system, and will aim to get back in contact with you the following day.

    Here is a list of the repairs we are categorising as an emergency repair:

    • No Heat or Hot water
    • Uncontrollable leak to inside of property with potential to cause damage to the property
    • Blocked toilet (where no other toilet in the property)
    • Instances where the problem affects the security or safety of your home, such has faulty door locks meaning the you can’t secure it – doors or windows
    • Broken glass
  • Face to face appointments

    Where possible, we will be carrying out appointments over the phone and keeping face to face appointments to a minimum for the foreseeable future.

    If you do have an urgent face to face appointment with any of our staff, we would ask that you follow the government advice around social distancing when interacting with them.

    Ahead of every face to face appointment or repair, our staff will be calling you to make sure you’re not showing any Coronavirus symptoms. If you are, you will be asked to rearrange your appointment at the end of your self-isolation period. For the latest updates and to read more, please visit the government website.

    We are still fully available via our My Home app, through social media and you can contact us in all the usual ways online and over the phone. 

  • Grounds maintenance

    Our grounds maintenance service is back up and running.

  • Lounges and communal areas

    (Lesley Pearson Room - Crosby House and The Hub - Queensway House) will now be closed following the recent advice from the government. We will be sharing this information with our tenants living in these areas.

  • Getting in touch

    If you do need to get in touch with us, please consider using our online services and MyHome app. 

    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.

  • Frequently asked questions

Please check back here or follow us on social media for the latest updates.