Broadland’s response to Coronavirus (COVID-19)
[Updated 19 January 2021]
The Government has announced a new lockdown for the UK. Please see below for how this affects our service.
To comply with Government guidance and keep our tenants and staff safe, we will:
- suspend all routine repairs and planned works in occupied properties during January 2021. We will review this at the end of the month.
- continue to undertake emergency and urgent repairs. This includes gas and electrical safety tests. Employees must wear appropriate PPE when entering a tenant’s home or working in communal areas.
- only undertake 2-person jobs for urgent repairs, and staff must have the necessary PPE
- phone or video call tenants instead of face-to-face meetings wherever possible
- comply with all Covid-secure health and safety requirements where it is essential to meet a tenant face to face, for example during a sign-up
- suspend all mutual exchanges with other landlords except in emergencies (for example, in cases of domestic abuse)
- continue to let and relet homes in partnership with our local authorities, so we will undertake change of tenancy works.
Remember, when our staff are visiting your home for any reason, please stay at least 2 metres apart – or 1 metre with a face covering. Thank you for your support and patience.
For sources of financial and wellbeing support, visit Coronavirus – useful information for tenants.
Interim Complaints & Compensation Policy
We have revised our complaints and compensation policy because of changes to our services while the Coronavirus measures are in place.
Please go to making a complaint page for more information.
PPE and social distancing
Our cleaning teams will be wearing Hi-Vis jackets and gloves when they clean and sanitise our schemes.
Before visiting your home, our repairs team will call you and ask a few simple questions. This is to identify what PPE they need to wear during their visit. They will also tell you what you can do to make the visit as safe as possible for everyone.
Please keep a safe distance (stay at least 2 metres apart – or 1 metre with a face covering or other precautions) while our operatives are visiting.
For repairs in communal areas or outside your home, operatives will wear PPE based on the risk assessment for that particular repair.
Gas servicing and electrical testing
As your landlord, we have a legal obligation to continue to carry out this essential safety work, following Government guidance.
We will ask if you or any members of your household are suffering from any symptoms of Coronavirus. This is so we can take the necessary steps to protect you and our staff. If you have any questions about your gas service or electrical test, please contact our Customer Services team on 0303 303 0003.
Outdoor communal areas
You can continue to use communal outdoor space for daily exercise. Remember to stay 2 metres apart from other tenants and Broadland staff who may be working outdoors.
Cleaning of communal areas
We will continue to clean the communal areas of our properties. We are using the latest technology to sanitise all contact surfaces with an electrostatically charged product. This remains on the sprayed surfaces and continue to kill bacteria and viruses for up to 28 days at a time.
The chemicals are non-toxic to humans and pets. However, please maintain social distancing as normal while our cleaning teams carry out this work.
Our offices and staff
All our offices are closed but you can contact Customer Services as usual.
Our staff will provide advice and contact via phone wherever possible. If we do need to visit you, we will follow all necessary Coronavirus safety measures, as described above.
Problems paying your rent
If your income is affected by Coronavirus and you are struggling to pay your rent, please contact us as soon as you can. We can help with claiming the right benefits and support you. Our Rent and Tenancy Support teams are here to help.
We will not take possession proceedings, or evict anyone due to the impact of Coronavirus who keeps in contact and works with us to sustain their tenancy.
Sheltered housing schemes
Following Government guidelines, we ask that all tenants who live in a sheltered housing scheme wear a face covering while they are in the communal areas and corridors. This includes entering and leaving the building.
Our sheltered scheme managers are still working from home, following Government guidance. However, they are attending their schemes regularly to do health and safety checks and to carry out allocation appointments. They are contactable all day by telephone or email.
Communal lounges remain closed, until Government guidelines are changed. We apologise for the inconvenience.
Housing with care
We continue to work with NorseCare to ensure that our tenants remain as safe as possible. This is why we have restricted visitors to all housing with care schemes.
Norse Care have been working hard to facilitate safe external visiting with an appointment system for family and friends. We know the importance of tenants being able to see their loved ones in person.
Thank you to all our tenants, their families and friends and all the staff at Norse Care for your support in helping us to manage this situation as effectively as possible.
Our grounds maintenance services continue wherever it is safe to do so. They will maintain a safe distance (at least 2 metres) from other staff and tenants.