Coronavirus (COVID-19) update | Latest news and updates

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Coronavirus (COVID-19) update

Coronavirus Update 1

This page will be updated regularly 

We are living through changed times, however we can assure you we are still protecting you, our residents, our employees and the wider community in everything we do. You can be confident that CKH is adhering to all government guidelines with regard to COVID-19 (Coronavirus) whilst we still deliver our services for you.  

The majority of our employees work from home. As we did throughout the pandemic, we are keeping all essential services running and as we can, are reintroducing more services in line with government guidelines.

We are here to help! We want you to know that we are here for you – whether that be financial worries, access to services, help with food shopping or getting medical supplies, retraining opportunities, or your own mental health and wellbeing. Whatever the concern, please get in contact with us. We have set up a ‘Be Kind’ fund specifically to support anyone who is suffering from the impact of Covid-19. If you need help, complete our Be Kind form or talk to us via Live Chat to tell us about your circumstances and the support you need.

Contacting us

You can talk to our Customer Services team on Live Chat - just click on the 'chat live' tab at the edge of your screen. The team are here for you Monday to Friday, 9am - 5pm or email: customerservices@crosskeyshomes.co.uk

Talk to us about your rent and any payments on Live Chat – just click on the ‘chat live’ tab at the edge of the screen and select ‘payments’. The team are available Monday-Friday, 8am - 5pm, and until 7pm on Monday and Thursday. They are also available every Saturday morning, 9am – 12pm.  Call: 01733 396483 or email: incomemanagement@crosskeyshomes.co.uk

Our repairs service is back to its full service, however we expect our phone lines to be very busy so please report any non-urgent issues via MyCKH. You can report emergency repairs at any time on: 01733 385030.

You can talk to the Defects team (for homes less than one year old) on Live Chat - just click on the 'chat live' tab at the edge of your screen and select Defects. The team are here for you Monday to Friday, 9am - 5pm or email: defects@crosskeyshomes.co.uk

 

Repairs

Over the next few weeks and months as we catch up with cancelled appointments, we have extended the timeframe you can expect repairs to take place within. We will continue to attend to all emergency repairs within 24 hours though. Find out more on our repairs page.

Our programme of planned works resumed from 1 July. We will contact you about works scheduled for your property as required.

 

Gas Safety Checks

Your gas safety check is a legal obligation that must be carried out within the proscribed timeframes to ensure the safety of you and your family.

We appreciate that you may have concerns about providing access during the current times, but we can assure you that we have implemented additional safety measures to protect you, your family and our operatives during the safety check. These will be explained to you when we arrange the appointment.

Should you need to rearrange an appointment for any reason please email peterborough.gas@mearsgroup.co.uk or call us on 01733 385030.

 

Home visits

Our teams have started to carry out home visits in line with government guidance and will be following social distancing and strict hygiene measures.

 

In our communities

We recommenced our full cleaning service on 22 June, this includes our new communal block cleaning provision. Our Cleaners will visit fortnightly for the first month providing a deep clean to all blocks initially and will resume a weekly service thereafter. We appreciate that the cleaning costs had already been added to your last statement and we will adjust any missed services as part of your next annual service charge review.

For those customers with Management Companies in place, we understand that most management companies have now resumed services, but there may be delays whilst they catch up. We will look to seek adjustments for any missed services from the Management Companies on your behalf and will reflect these adjustments in next year’s invoice.

Our Estate Rangers service is currently only operating to carry out waste management clearance and emergency fire safety management.

Our community hubs in South Bretton and Welland have re-opened and we have ensured all safety measures are in place so that we can safely welcome those who would like to visit us in person. Our Westwood Community Hub currently remains closed while refurbishment works take place. The WestRaven Big Local café in Westwood has also now reopened.

Activities on our Retirement Housing and Extra Care schemes have been cancelled and our restaurants at Lapwing Apartments and Kingfisher Court are only open to existing residents. Members of the public are asked not to visit unless it is absolutely necessary. This is to protect our older residents who may be more vulnerable to the virus. Please be assured, we are checking on all our residents and will ensure everyone gets the supplies and help they need.

Visiting us

CKH Customer Central on Bridge Street in Peterborough has reopened. We have ensured all safety measures are in place so that we can safely welcome those who would like to visit us in person. Find our opening hours on our contact us page.

All our other offices are still closed. We request that you contact us instead by email or by using our website Live Chat service wherever possible and don’t forget that all our services are available online.

Payments

We know these are very difficult times, but you do need to continue to pay your rent and/or service charge. The best way to do this is to use our automated process. You can pay via our automated payment line, 24 hours a day, on 0330 088 3786 or pay online through MyCKH.

We are not offering ‘rent holidays’ but we will continue to follow government guidance on rent and charges. We will support you during this time but we will continue to manage our rent arrears process if customers do not get in touch with us.

If your employment status has changed or you need to talk to us about your rent, please call 01733 396483,  talk to us on Live Chat or email incomemanagement@crosskeyshomes.co.uk. Our team is here for you six days a week: 8am - 5pm on weekdays, except Mondays and Thursdays when advisers are available until 7pm, and every Saturday 9am – 12pm.

Service charges

We would like to reassure our customers who pay service charges that costs for any services not provided during this crisis period will be reimbursed in full to you at your next service charge review.

Buying a new home

We can help you buy your dream home, just visit our buy a home pages or email us at sales@crosskeyshomes.co.uk.

 

We can now market properties belonging to current customers, just visit the selling your home page of our website for further information.

 

Care and LifeLine

Our Care and LifeLine services remain operational, and we have put in additional precautions to protect our employees and customers.

If you are self-isolating over concerns about coronavirus, please let us know by emailing customerservices@crosskeyshomes.co.uk. This is extremely important if we need to visit your home.

Suppliers to CKH

We would be grateful if all our suppliers could send invoices and communications regarding payments via email to accounts.payable@crosskeyshomes.co.uk. This will ensure we are able to continue to offer a prompt payment service.

 

We hope you’ll also look out for friends and neighbours and support them in whatever way you can, whilst also keeping safe.

We will be updating this page regularly, so please keep checking back. We will also be updating our Facebook page regularly, so please do follow us on there.

Useful information

Further information on the government’s advice on staying safe, along with the symptoms to look out for and advice on what to do if you have symptoms, can be found on the government’s website here.