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Coronavirus and Service Delivery Update 12 October 2021

We are gradually increasing the number of staff who can work from the office, however the office is still closed to the public. In certain circumstances, we may invite you to the office – this will be strictly by appointment and you will be expected to wear a mask, use hand sanitiser and so on.

For the time being, we will continue to carry out home visits only to enable us to deal with situations considered to be urgent and where the visit can be carried out within a short space of time. For all other matters, we will continue to contact you by telephone or using WhatsApp or other social media forums.

You will find additional information regarding CoVid on the Scottish Government’s website here.

Supply Chain Issues

Severe global supply chain disruption is resulting in difficulties sourcing materials for repairs and maintenance work, with the shortages expected to continue until the end of the year.

If you are due an upgrade or repair to your home, it is possible the work may be delayed due to supply chain issues which are outside the control of the Association.

The shortages are due to a number of factors, including levels of manufacturing output due to the pandemic and delays at UK ports.

It is expected the disruption will continue for some time so it remains possible that repairs and maintenance works will be delayed.

Every effort is being made to limit disruption and we are grateful for your patience during this time. The Scottish Government is working closely with the construction sector on potential solutions to ease the issues being faced across the country in accessing materials.

Tenants should continue to report repairs in the usual way.

Our Services

If we are due to be in your home to carry out any works, we would ask that you continue to:

• Contact us immediately if you have an appointment arranged with us and you or a member of your household is showing symptoms of CoVid or has a confirmed diagnosis;
• If we do access your home,
• Maintain social distancing;
• Wear a mask;
• Where possible, stay in a different room to where the contractor is working;
• Open windows to ensure ventilation throughout the property

We continue to carry out home visits, however at the moment these will be limited to situations considered to be urgent and where the visit can be carried out within a short space of time. For all other matters, we will continue to contact you by telephone or using WhatsApp or other social media forums.

Noise Complaints

We have seen an increase in the number of noise complaints being made over the last few weeks. In many cases, the noise reported amounts to what can be considered ‘normal living’ rather than excessive noise at inappropriate times. We recognise that this is likely to be due to people having to remain in their homes for lengthy periods of time – whilst we appreciate that the level of noise may be upsetting, there is little action that we can take in these circumstances and we would ask that you remain patient at this time.

Where noise is excessive (e.g. very loud music, parties), particularly late in the evening, we would ask that you continue to report this to the police and ourselves and we will investigate the complaint.

FREE TRANSPORT SERVICE

Handicabs are providing free transport to the mass vaccinations centres for any person who has challenges with getting out and about due to age, disability, heath issues, additional support needs or geographic remoteness is eligible to use the service.

Bookings are subject to availability so we recommend patients call as soon as you have your vaccine appointment. Call 0131 447 9949 to book.

Gas Servicing

Please be assured that we will continue to take all necessary precautions, including appropriate PPE equipment and we also seek your co-operation in helping us to maintain social distancing while gas engineers are in your property.

If you or a family member are shielding we will still ask to complete your gas service at the earliest opportunity –please arrange to discuss your circumstances with us as it is beneficial to know your heating system is fully operational while you are at home.

Unfortunately, if you do not allow us access to your home to enable the service to take place, we will have to force access to your property, in accordance with our normal procedures.

Rent Payments

Although the office is closed, we are offering as many of our services as possible – you can contact staff by email info@manorestates.org.uk or by telephoning 0800 093 8823 and selecting Option 5 to speak to a member of the Housing Management Team.

If you are experiencing difficulties paying your rent, please contact your Housing Officer as soon as possible – they are able to offer advice and assistance, including about benefits that you may be entitled to.

Contact us now – we’re here to help

Benefit Information

If your circumstances have changed and your income reduced as a result, you may be able to claim benefits, including help to pay your rent. For example, if you are in receipt of housing benefit or the housing element of Universal Credit, you can apply to City of Edinburgh Council for a Discretionary Housing Payment. There have also been a number of changes to Social Security Benefits – further information is available from https://www.socialsecurity.gov.scot/news/making-sure-people-impacted-by-covid-19-get-our-support

We have added a Covid Update to our Tenants Contractors Suppliers Staff Code of Conduct

• This sets out stricter rules on hygiene and all contractors entering your home will undertake additional safety measures. A short video is available HERE.

• Before setting your repair appointment the Contractors or Staff will ask a few simple health questions and confirm areas of property we will need access to – further information is available HERE.

Service Standards

Please note our current service standards for responding to queries are noted below:

• If you telephone us and have to leave a message we will call you back by close of play on the following working day

• If you email us or write to us, we will respond to your enquiry within 5 working days. If your enquiry is going to take more than 5 days for us to be able to give a full response, we will acknowledge receipt within 5 working days and respond fully within a further 15 working days.

We will review these standards once we are able to re-open the office and resume normal service.

We would ask that if you have any issues to raise with us, you continue to telephone the office on 0800 093 8823 or email on info@manorestates.org.uk – if you do want to speak to a member of staff who is on site, please maintain a 2m distance from them.

Domestic Abuse

If you are experiencing domestic abuse, help is still available – 24 hours a day. You can contact the Domestic Abuse Helpline on 0800 027 1234 or visit Police Scotland – help for victims of domestic abuse

National Helpline For Those Who Do Not Have Family or Community Support

A national helpline has been set up to provide essential assistance to those who don’t have a network of support but who are at high risk of contracting COVID-19.

Further information is available HERE.

Owners services

If you have any queries or concerns please get in touch and we will do our best to help.

For those paying their factoring charges by instalments please maintain the agreed amount where possible, should these payments need to be reduced for a time it is important that you let us know as soon as possible. You can email us on owners@manorestates.org.uk or phone 0800 093 8823 and select Option 6.

We are now preparing with our Contractors to re-start communal maintenance and repairs programmes. If you have any questions on repairs phone our 0800 093 8823 number and select option 4 to speak to a member of the Property Services Team. Please click HERE for further information.

All our Contractors have agreed to comply with the government’s guidance on managing the risk of Covid 19 “Five Steps to Safer Working Together” and have undertaken staff training to ensure they carry out the works safely. Before starting the work all contractors will be asked to provide method statement with safe system of work. As always, please ensure you should maintain a 2 metre distance from Contractors and Staff.

You will find additional information regarding CoVid on the Scottish Government’s website here.

Scam Calls, Emails and Texts

There are still concerns that scammers are trying to contact individuals regarding the availability of the Coronavirus vaccine – if your receive any such contact DO NOT CLICK ON ANY LINK INCLUDED.

Our Services

If we are due to be in your home to carry out any works, we would ask that you continue to:

• Contact us immediately if you have an appointment arranged with us and you or a member of your household is showing symptoms of CoVid or has a confirmed diagnosis;
• If we do access your home,
• Maintain social distancing;
• Wear a mask;
• Where possible, stay in a different room to where the contractor is working;
• Open windows to ensure ventilation throughout the property

We continue to carry out home visits, however at the moment these will be limited to situations considered to be urgent and where the visit can be carried out within a short space of time. For all other matters, we will continue to contact you by telephone or using WhatsApp or other social media forums.

Noise Complaints

We have seen an increase in the number of noise complaints being made over the last few weeks. In many cases, the noise reported amounts to what can be considered ‘normal living’ rather than excessive noise at inappropriate times. We recognise that this is likely to be due to people having to remain in their homes for lengthy periods of time – whilst we appreciate that the level of noise may be upsetting, there is little action that we can take in these circumstances and we would ask that you remain patient at this time.

Where noise is excessive (e.g. very loud music, parties), particularly late in the evening, we would ask that you continue to report this to the police and ourselves and we will investigate the complaint.

FREE TRANSPORT SERVICE

Handicabs are providing free transport to the mass vaccinations centres for any person who has challenges with getting out and about due to age, disability, heath issues, additional support needs or geographic remoteness is eligible to use the service.

Bookings are subject to availability so we recommend patients call as soon as you have your vaccine appointment. Call 0131 447 9949 to book.

Gas Servicing

Please be assured that we will continue to take all necessary precautions, including appropriate PPE equipment and we also seek your co-operation in helping us to maintain social distancing while gas engineers are in your property.

If you or a family member are shielding we will still ask to complete your gas service at the earliest opportunity –please arrange to discuss your circumstances with us as it is beneficial to know your heating system is fully operational while you are at home.

Unfortunately, if you do not allow us access to your home to enable the service to take place, we will have to force access to your property, in accordance with our normal procedures.

Rent Payments

Although the office is closed, we are offering as many of our services as possible – you can contact staff by email info@manorestates.org.uk or by telephoning 0800 093 8823 and selecting Option 5 to speak to a member of the Housing Management Team.

If you are experiencing difficulties paying your rent, please contact your Housing Officer as soon as possible – they are able to offer advice and assistance, including about benefits that you may be entitled to.

Contact us now – we’re here to help

Benefit Information

If your circumstances have changed and your income reduced as a result, you may be able to claim benefits, including help to pay your rent. For example, if you are in receipt of housing benefit or the housing element of Universal Credit, you can apply to City of Edinburgh Council for a Discretionary Housing Payment. There have also been a number of changes to Social Security Benefits – further information is available from https://www.socialsecurity.gov.scot/news/making-sure-people-impacted-by-covid-19-get-our-support

We have added a Covid Update to our Tenants Contractors Suppliers Staff Code of Conduct

• This sets out stricter rules on hygiene and all contractors entering your home will undertake additional safety measures. A short video is available HERE.

• Before setting your repair appointment the Contractors or Staff will ask a few simple health questions and confirm areas of property we will need access to – further information is available HERE.

Service Standards

Please note our current service standards for responding to queries are noted below:

• If you telephone us and have to leave a message we will call you back by close of play on the following working day

• If you email us or write to us, we will respond to your enquiry within 5 working days. If your enquiry is going to take more than 5 days for us to be able to give a full response, we will acknowledge receipt within 5 working days and respond fully within a further 15 working days.

We will review these standards once we are able to re-open the office and resume normal service.

We would ask that if you have any issues to raise with us, you continue to telephone the office on 0800 093 8823 or email on info@manorestates.org.uk – if you do want to speak to a member of staff who is on site, please maintain a 2m distance from them.

Domestic Abuse

If you are experiencing domestic abuse, help is still available – 24 hours a day. You can contact the Domestic Abuse Helpline on 0800 027 1234 or visit Police Scotland – help for victims of domestic abuse

National Helpline For Those Who Do Not Have Family or Community Support

A national helpline has been set up to provide essential assistance to those who don’t have a network of support but who are at high risk of contracting COVID-19.

Further information is available HERE.

Owners services

If you have any queries or concerns please get in touch and we will do our best to help.

For those paying their factoring charges by instalments please maintain the agreed amount where possible, should these payments need to be reduced for a time it is important that you let us know as soon as possible. You can email us on owners@manorestates.org.uk or phone 0800 093 8823 and select Option 6.

We are now preparing with our Contractors to re-start communal maintenance and repairs programmes. If you have any questions on repairs phone our 0800 093 8823 number and select option 4 to speak to a member of the Property Services Team. Please click HERE for further information.

All our Contractors have agreed to comply with the government’s guidance on managing the risk of Covid 19 “Five Steps to Safer Working Together” and have undertaken staff training to ensure they carry out the works safely. Before starting the work all contractors will be asked to provide method statement with safe system of work. As always, please ensure you should maintain a 2 metre distance from Contractors and Staff.

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