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what we're doing to protect customers and colleagues

Your health and wellbeing is our top priority 

It is more important than ever for you to be safe in your home. So, we are continuing to provide services and additional support for customers in line with the government’s guidance and social distancing measures.

As the guidance changes we continue to review and develop safe working practices and assess the risk to our customers and our colleagues. The latest risk assessment can be found here.

 

repairs and gas servicing  

We are still carrying out repairs and gas servicing. For your safety and the safety of our colleagues, we've put additional safety measures in place. Please watch this, to find out how we'll keep you safe when we work in your home.

Keeping safe when we work in your home from irwell valley homes on Vimeo.

 

supporting vulnerable people

We know that some customers may be more vulnerable at this time and may need additional support.  

We have a team of colleagues who are in regular contact with everyone who we believe may be vulnerable. This includes anyone over the age of 50, plus anyone who has told us they have a health condition which makes them more at risk.  

We are checking that they are well, if they need any additional support such as prescription delivery, food parcels or assistance with pre-payment meters. We’re also working with the support hubs across Greater Manchester to ensure everyone has the support they need at this time.  

Plus we are also keeping in regular contact with customers who have told us they are self-isolating to check on their wellbeing. 

If you think you are vulnerable and have not heard from us, please get in touch, we’re here to help.  

 

housing support & neighbourhood management 

Our top priority is making sure customers homes are safe places to live, so all of the essential health and safety checks, building inspections and waste removal services are continuing and our Neighbourhood Support Officers continue to work hard in the neighbourhoods we serve. 

Our colleagues have the appropriate PPE they need to work safely whilst providing these services to you. To protect yourself and our colleagues and contractors, please respect social distancing and keep two metres away from anyone working in, or around, your building.

We know that customers will still need housing support from so our housing and neighbourhood teams can provide advice and support, please call us on 0300 561 1111, chat to us on social media or via the live chat on our website.  

 

lettings

Having a place to call home is more important than ever. Which is why we have put measures in place to safely rent homes to new customers.

We will send photos of properties to help people decide if they are interested in a property. We will offer telephone appointments to discuss the property and tenancy and send an online tenancy agreement for new customers to sign electronically.

We will offer contactless viewings/ handovers. One person will be allowed to view the property at a time (max two people) and our colleagues will remain outside of the property. If you are applying for a home at this time, you will be sent detailed guidance around what will happen and what you need to do. 

 

 

chargeable services

Some customers pay a service charge for additional services that we provide such as cleaning of communal areas, grounds maintenance and servicing of lifts and equipment.

Whilst we have had to put some additional safety measures in place due to COVID-19, these services continue to operate.

 

Cleaning

Cleaning in communal areas has continued throughout the lockdown period as this is essential to prevent the spread of COVID-19.  Window cleaning has also continued. 

 

Grounds maintenance

The grounds maintenance service resumed on the 20th of May. This will be carried out to the usual service standard.  

If Greenfingers previously provided this service to you, this will now be provided by idverde. We recently reviewed the contract for this work and felt they provided the best value for money for customers. They will be working over the weekend to catch up on any work that could not be done while the service was paused.

If your grounds maintenance is not carried out by Greenfingers, your usual service provider will continue to provide this service.  

  

Charges

The service charges customers pay now relate to last year’s spend and we review service charges for tenants in October and for leaseholders in February. If any charges have reduced, the balance will be refunded, any have increased, this will be reflected in next years’ service charges.

 

Keeping you safe   

It is more important than ever to make sure customers are safe in their homes so all of the essential health and safety checks, building inspections and waste removal services have continued during this time and our Neighbourhood Support Officers continue to work hard in the neighbourhoods we serve.   

Our colleagues all have the appropriate PPE they need to work safely whilst providing these services to you. To protect yourself and our colleagues and contractors, please respect social distancing and keep two metres away from anyone working in, or around, your building.  

 

 

keeping you informed 

We are closely monitoring the government's emerging guidance and taking the necessary action.  

We’re also sending regular email updates. If you’re not receiving these updates and have an email address, please email contact@irwellvalley.co.uk to register with us. Please include your PRN number in your email (this can be found on your rent statement) 

 

If you become unwell – we’re here to help 

If you start with any symptoms, please let us know immediately so we can put plans in place to protect any other residents and rearrange any appointments we may have to visit you.  

We will then keep in regular contact with you to check you’re OK and have any support you may need whilst you are unwell. 

 

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