There is information coming from all directions and it is a lot to take in, so we want to make sure that you know how to get updates from us about what we’re doing to support as many people as we can.
As you know, as a country we are now in ‘lockdown’. That means our ability to get out to you and even to send things to you by post are becoming more limited and we do not want to put you or essential staff at risk by unnecessary contact so this letter aims to point you to alternatives.
Our offices are closed to the public until government advice changes so we can’t see you in person.
If you are confident using the internet or social media, I would ask you to contact us via those means to free our phone lines for people who are not able to contact us in any other way.
We’re working hard to prioritise emergencies and put the needs of our most vulnerable customers first. We have staff phoning and emailing customers directly to make sure that they have the help they need and you may have received such contact. We are focussing on people we know may require help and so if you haven’t had a call or email from us but think you need one, please contact us and we will get to you as soon as we can.
Our Community Housing Officers are also working on local Facebook groups. You may already be part of one.
Over the coming weeks we will have staff members who are not able to work, even on the phones. We are making plans to cover essential services but there may be times when even urgent queries may take longer to respond to than
I am sorry for the inevitable disruption to our services but I am sure that you understand that this is a worldwide issue and many things we are used to are changing for the time being.
We will be prioritising our work and, if you contact us, we will try to explain to you when and how your request will be dealt with. Our staff may be covering work that they are not used to; will have to ask you more questions than usual; and sometimes have to explain to you why we can’t meet your request at this time.
I understand that this may be upsetting but would ask you to remember that they are doing their best to help everyone and that you treat them as you would wish to be treated.
I wish you and your family well. I understand that staying at home can be very challenging. If you live alone, it can feel isolating; if you live with others, it can cause family tensions. We will do what we can to help with either of these although please bear in mind that, at times, our staffing may be more limited than usual.