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 are now working from home. We aim to keep all essential services running, although there will be some changes and restrictions in place this is 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 have received a letter from the government 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.

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 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 please complete our online form here or talk to us via Live Chat to tell us about your circumstances and the support you need. If you would rather speak to us in person call us on 01733 385000, but please be patient as you may have to wait for your call to be answered.

It is important that you keep up-to-date with your local authority’s services on Covid-19 as they will be able to let you know about additional support available locally. For those living in Peterborough, you can find all this information on Peterborough City Council’s website here. For those residents living further afield please check your local authority website for the services and support you can access locally.

 

Repairs

We will only be carrying out emergency repairs, along with gas and electricity tests, for the foreseeable future to ensure your safety. Please help us to manage the situation efficiently and only email our Repairs team on housingrepairs@crosskeyshomes.co.uk if you have an emergency repair. If you are unable to contact us electronically during normal working hours with your emergency repair, you can call us on 01733 385030. You can also report emergency repairs out of hours on: 01733 385030.

Examples of emergency repairs include:

  • No heating or hot water
  • Total loss of power
  • A leak that can’t be controlled
  • Security problems
  • Lift breakdown
  • Blocked toilet and emergency drainage
  • Anything that is an immediate risk to your health and safety.

Emergency repairs within communal areas include:

  • Dumped rubbish causing a fire or safety risk 
  • Security matters such as emergency lighting, door entry systems which leave the building insecure, broken glass in external doors and windows
  • Dangerous situations caused by fallen debris, slipped roof tiles, structures in danger of collapse
  • Cleaning following spills or damage
  • Reinstating fire-fighting equipment
  • Drainage and sewage emergencies
  • Roof repairs, rainwater goods and guttering where these are causing severe water ingress.

Mears operatives will be following government guidance at all times to protect themselves and the residents in which they are visiting to carry out the emergency repair.

We have also cancelled all non-urgent repairs that were booked in for the coming weeks. We are very sorry about this, but we need to do all we can to protect you and our workforce. We regret that these will need to be reported again once our Repairs service is operating to full capacity again.

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

Gas Safety Checks

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

We appreciate that you may have concerns about providing access during the current outbreak of Covid-19 and 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 07595 888319 Monday to Friday between 8am and 5pm.

Defects in new homes

Developers have informed us that they will only be carrying out emergency repairs. To report an emergency defect in your new build home, please call us on 01733 396411. Be prepared to tell us about vulnerable members of your household and whether anyone has any COVID-19 symptoms.


Home visits

Please be aware that due to current restrictions we are not carrying out any home visits at present.

In our communities

Our cleaning service has stopped with immediate effect. For those individuals that were contacted in relation to our new block cleaning service, this has been delayed due to COVID-19. We aim to implement this service as soon as we possibly can. We appreciate that this cost has been added to your statement and can confirm that we will adjust this when the situation becomes clearer.

For those customers with Management Companies in place, we are experiencing some disruption to cleaning services. We will liaise with the Management Companies on your behalf post Covid-19 and seek adjustments for any missed services. These will be passed on to your account once received by us.

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

We have closed our community hubs in Westwood, South Bretton and Welland, and ceased all community activities, Work Clubs and training courses for the foreseeable future. The WestRaven Big Local café in Westwood is also closed.

Activities on our Retirement Housing and Extra Care schemes have been cancelled and we have closed all communal facilities at all our schemes and both our restaurants at Lapwing Apartments and Kingfisher Court. 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

All our offices are closed. We request that you contact us instead by email or by using our website Live Chat service wherever possible.

Contacting us

To contact our Customer Services team, email: customerservices@crosskeyshomes.co.uk

To speak to us about your rent, call: 01733 396483 or email: incomemanagement@crosskeyshomes.co.uk

To report an emergency repair only, email: housingrepairs@crosskeyshomes.co.uk

You can also contact us on our website from Monday to Friday, 9am to 5pm, by using our Live Chat service.

Payments

We know these are very difficult times, but you do need to continue to pay your rent and/or service charge. Given we are all trying to limit contact and stop the spread of this virus 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 through the MyCKH portal.

We are not currently offering ‘rent holidays’ but we will continue to follow government guidance on rent and charges. However, whilst this crisis continues no-one will face eviction as a direct result of coronavirus - although 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 or email incomemanagement@crosskeyshomes.co.uk. Our teams are still here for you.

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.

Buying a new home

The government has issued clear guidance on home-buying at this time. We are still able to process applications for shared ownership homes, and in some circumstances may be able to complete sales.

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

For more information, visit our buy a home pages or email us at sales@crosskeyshomes.co.uk.

Care and LifeLine

Our Care and LifeLine service will remain operational, and we are putting in additional precautions to protect our employees and customers. We all have a part to play in slowing down the spread of this virus and protecting the most vulnerable in our communities and we are ensuring that we do just that. 
 

If you are self-isolating over concerns about COVID-19 (coronavirus), please let us know by emailing customerservices@crosskeyshomes.co.uk. This is extremely important if we are due 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.
 

Please be patient with us, and remember our teams are doing their very best in unprecedented circumstances.

We would also ask you to also look out for friends and neighbours and support them in whatever way you can, whilst also keeping them safe. We need to pull together and tackle this as one community.

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 and you can read the personal message from Claire Higgins, CEO here.

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. You can also find the letter from the Minister of Housing setting out the measures that are in place to support social housing residents during the next phase towards reopening society here.

You can keep up to date with everything that is happening locally by signing up for Peterborough’s hub’s weekly newsletter here: www.peterborough.gov.uk/emailupdates 

And those with children can access this useful guide which has been created by Cambridgeshire and Peterborough Safeguarding Partnership Board and provides a range of activities and books to help keep children entertained during lockdown as well as help to explain about coronavirus.

A dedicated helpline for relatives of patients on some Peterborough City Hospital and Hinchingbrooke Hospital wards has been set up. The helpline number is: 0800 052 1042 and is available from 8am-7pm, seven days a week.

 

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