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 currently living through exceptional times. We want to assure you we are taking our role in protecting you, our residents, our employees and the wider community very seriously. You can be confident that CKH is adhering to all government guidelines with regard to COVID-19 (Coronavirus). We are doing everything we can to ensure we keep delivering our services for you whilst also protecting our employees, customers and the wider community in which we work.

The majority of our employees already work from home. We aim to keep all essential services running, although there will be some changes and restrictions in place as a result of us working to government guidelines and in the event of our staff team being depleted due to sickness, either theirs or the people they care for.

If you receive a letter advising you to follow shielding measures, please make us aware as soon as possible so that we can direct our resources to the people who need them most. Email us at customerservices@crosskeyshomes.co.uk with your name and address or speak to us via Live Chat. We really want to help support any resident who is struggling during these difficult times.

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, 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 to 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


Renting or buying a new home

We will continue to rent homes and you can apply as normal through your local council for a CKH affordable rented property. We do not accept applications from the general public - you have to go via your local council. If you already live in one of our homes in Peterborough, you may be able to apply to transfer to another one of our properties, just visit our moving home pages which explains the criteria and who is eligible to apply. We are not processing mutual exchange applications at present but are hoping to reopen this service up from 17 May in line with the latest government guidance.

We can also help you buy your dream home, just visit our buy a home pages or talk to us on Live Chat – just click on the ‘chat live’ tab at the edge of the screen and select ‘Shared Ownership Sales’. The team are here for you Monday to Friday, 9am - 5pm or email sales@crosskeyshomes.co.uk

We have put in extra safety measures so we can continue to offer these services in a covid-secure way, and the government has issued clear guidance on home-buying at this time which we will follow so there may well be some disruption. We will talk you through the new process and work hard to minimise any delays the virus may cause.


Repairs, Planned Works and Defects

Our contractors, Mears, have resumed a full service. As a result we can now take reports for all repairs again, including non-urgent issues.

We expect our phone lines to be very busy so advise you report non-urgent repairs online. You can report emergency repairs at any time on: 01733 385030.

If we are due to visit you to carry out a repair and you or a member of your family have been told to self-isolate or are displaying symptoms, please make sure you get in contact with us as soon as possible to let us know. 

If you are in the process of having planned works carried out to your home, we will continue to get these finished for you.

Our Defects team (for homes less than one year old) are still available to help with defects and you can talk to them on Live Chat - just click on the 'chat live' tab at the edge of your screen and select 'New Homes Defects', email defects@crosskeyshomes.co.uk or call 01733 385030. The team are here for you Monday to Friday, 9am - 5pm. 


Gas Safety Checks

Your gas safety check is a legal obligation that must be carried out within the prescribed 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

Please be aware that we are not carrying out any home visits at present.
 

In our communities

We are continuing with our cleaning service in communal areas. 

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

Our community hubs in Westwood, South Bretton and Welland, are open in line with government guidelines. Find details about The WestRaven Big Local café in Westwood on their Facebook page.

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 not allowed. This is to protect our older residents who are 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, is open for essential visits Monday - Saturday, 8.30am - 5.30pm, except Thursdays when we’re open until 7pm. You will need to be wearing a face mask before you enter the store. To help keep everyone safe, please use our automated services as much as possible to manage your account. . For any questions about your tenancy please contact us over Live Chat wherever possible and don’t forget to login to MyCKH to manage your account from home.

Our office on Shrewsbury Avenue is closed.  

 

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. On Mondays and Thursdays advisers are available until 7pm, and every Saturday morning 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.

 

Care and LifeLine

Our Care and LifeLine services will remain operational, and we have put in additional precautions to protect our employees and customers. We will also continue to install LifeLine units to those who need this service with our LifeLine installers wearing appropriate PPE.

If you have any concerns about coronavirus, please let us know by Live Chat or by emailing customerservices@crosskeyshomes.co.uk. This is extremely important so that we can make sure we provide the necessary help and support you may need.


Supported Housing and Retirement Housing

Our Support Housing services will remain fully operational and we will continue to provide short-stay accommodation to those in need.

Our Retirement Housing Managers will continue to remain on site and will be available to assist residents, but will not be able to enter tenants’ homes. All communal lounges at our retirement housing schemes will remain closed.
 

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 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 and you can find information about when to self-isolate and what to do on the NHS' website.

You can also find more information about coronavirus regulations and advice on the government website.