COVID-19 Updates and Information
Reassuring the Trust housing community
Even as the Scottish Government begins our journey out of lockdown, the Coronavirus continues to affect the way we live our lives. As time moves on and rules are beginning to change, it can be challenging to adapt to the new reality.
Our Trust staff team are continuing to rise to these challenges, and we are closely following guidance on what actions we can take to safely transition out of lockdown.
Our senior management team are continuing their work on a daily basis to make sure that we are able to resume some of our services that have been on hold during the lockdown in a way that doesn’t compromise the safety of our tenants and staff during this unprecedented time. We will continue to provide regular updates from head office to all tenants and staff.
Our four offices in Edinburgh, Wishaw, Glasgow and Arran remain closed until further notice, with staff continuing to work from home where they are able to do so. You can continue to contact our headquarters in Edinburgh by phoning 0131 444 1200 or by emailing firstname.lastname@example.org. Remote staff are available:
- Monday to Thursday 9am to 5pm
- Friday 9am to 3:45pm
If you need to contact us urgently out of hours please contact a member of onsite staff (if applicable) or call Hanover (Scotland) on 0345 604 4686.
Tenants who live in our Wishaw & District properties should phone 01698 377200; text 07529 777345 or email email@example.com. An external mailbox has been erected at the front of the office if you wish to contact us by post. If you have an emergency repair outwith office hours please contact us on:
- Heating/hot water 01698 533917
- All other emergencies 0800 999 2520
Resuming Some Services
Customer Services Update
We are closely following Scottish Government guidelines, and are pleased to now be in a position where we can have new tenants move into our properties. Over the course of lockdown we have built up a backlog that needs to be cleared and made ready to allocate, though we are working through these as quickly as possible.
Keeping everyone safe is still our highest priority, so we have redesigned our viewing and sign up processes for new tenancies to ensure we comply with social distancing, as well as all other hygiene measures that need to be in place for the safety of current tenants, prospective tenants and staff.
Our staff have been working hard in continuing to provide all of our support and care services to tenants throughout this time, and we are following guidelines closely to see what we can support our tenants to do and access as we move through the different phases of the Route Map. In line with this guidance, tenants are receiving services and connecting with family and friends in their homes and garden areas, inline with proper social distancing rules. At present, our communal lounge and dining areas remain closed, but this is being kept under review.
Repairs and Maintenance Update
We are also now able to slowly reintroduce the works and services that were part of everyday life before lockdown. While we maintained emergency repairs and servicing of gas boilers throughout, we are now expanding this to include all categories of repairs. We have kept a backlog of requests made over lockdown and are currently working through these as quickly as possible. We are also resuming grass-cutting, and the external painting programme for this year will start shortly.
You may see more tradespeople internally as we carry out repairs to central boilers, lifts and kitchen equipment. We are also resuming our Fire and Maintenance inspections, so some tenants may receive requests from us to inspect the main door of their flat.
Again, the safety of our tenants and staff is our highest priority. Tradespeople will only enter flats where the tenant has agreed for a repair to be carried out or for their door to be inspected, and where all members of the household can follow guidelines and isolate in a separate room from the tradesperson. If you are self-isolating or do not wish to have tradespeople in your home, we can catch up on any necessary repairs once your isolation period is over or once you are happy to allow access to your home.
Keeping All Tenants and Staff Safe
Even though restrictions are being lifted, it is very important to continue following the Scottish Government’s guidelines on social distancing and hygiene. You can find this information on the Scottish Government website by clicking here.
Staying in touch
We will continue to update information regularly on our website at www.trustha.org.uk.
If you have any queries or need further information, please get in touch by calling 0131 444 1200 or visit our Contact Us page for further details.
This remains a challenging time for us all. We want to thank you, our tenants and customers, for your understanding.