We are here to help

I want to reassure you that if you are concerned about Coronavirus (Covid-19) and how this might affect you we are here to assist our tenants.  We recognise that you may need our support and may wish to contact us to discuss your current circumstances.   

The announcements from the Prime Minister and First Minister to stay at home to save lives and protect the NHS mean that our staff are now working from home.  We want to ensure that we can continue to provide limited services but response times for enquiries may be slower. 

If you need to contact us you should call 0300 123 9279 and one of our Customer Service Officers will be able to help you or email [email protected]

In addition you can also contact our Leasing Co-ordinators on the following numbers:-

07876 838374

07876 839222

07500 083295

Please be assured we are continuing to monitor the information, advice and guidance from the UK and Scottish Governments and will implement any further recommended changes to our working practices.  Where there is any further change, we will update you via the website and social media.  We will continue to look at how we can continue to support our tenants and customers through this challenging period. 

For more information about what to do if you are concerned about Coronavirus (Covid-19) please see the latest advice at https://www.nhsinform.scot/.  In particular we would strongly urge you to follow Scottish Government guidelines to stay at home and not to travel except for: shopping for basic necessities, as infrequently as possible; medical needs to provide care or help to a vulnerable person; travelling to and from essential work, where it is an absolute necessity and cannot be done from home.

Neil Clapperton
Chief Executive
Grampian Housing Association

Paying your rent

We know that a number of tenants have already and will be further impacted financially by the coronavirus pandemic. We want to provide guidance on the procedure you should follow if you are concerned about your ability to pay your rent.  Under the terms of your tenancy the rent is still due, but you may be able to obtain support with your rent if you are in financial difficulty. 

1. Let us know 
   Many of us are going to experience financial hardship in the coming months and while you are still liable to pay your rent, we are here to help. Talk to our Leasing Co-ordinators if you think you might experience problems in paying your rent. We have experienced staff and Money Advisers who can help tenants to avoid getting into rent arrears.
2. Enquire about your entitlement to any state benefits
   If you are affected by coronavirus and are concerned about paying rent you may be entitled to help with your housing costs.  Universal Credit may be available to those who are working as well as those out of work or who have been temporarily laid off by their Employer.  The UK Government has introduced some temporary changes to make applying for this benefit easier.  The following websitr provides further information on applying for Universal Credit: https://www.gov.uk/universal-credit.
   
   If you receive Housing Benefit or Universal Credit and are still experiencing difficulty in meeting your houing costs, you may be eligible for a Discretionary Housing Payment (DHP).  Further information on DHPs and how to apply is available at https://www.mygov.scot/discretionary-housing-payment.
   
   You may also be able to get support through the Scottish Welfare Fund.  Further information on how to apply is available on: https://www.mygov.scot/scottish-welfare-fund/crisis-grants/.
   
   Advice is also available on the Shelter Scotland website.
3. Keep in touch so that we know what your situation is and can assist you where possible.

DETAILS OF RESTRICTED SERVICE DELIVERY

Based on advice from the Scottish Association of Landlords the following activities will still go ahead where possible:

Move ins: where the incoming tenant is not able to postpone the move in date, for example because otherwise they would have nowhere to live;

Safety checks: as these are a legal requirement they should proceed as normal if the tenant is willing to allow access and the contractor is still willing to carry out the check; 

Move outs: to check the property is safe and secure – these will be done 72 hours after the tenant has moved out.

All will be done in line with the latest advice on social distancing and personal hygiene to reduce the spread of the virus. Wherever possible, all activity will be carried out without the tenant being present. 

Repairs

We will be carrying out emergency repairs only.  If you have an emergency repair, please contact the Customer Response Unit on 0300 123 9279 and a Customer Service Officer will assist you.

Appointments

When our staff and/or contractors phone to make an emergency appointment they will ask if anyone is unwell with a cough or temperature and schedule the visit taking account of any self-isolating period.

If you, or someone in your household, is unwell with symptoms and are self-isolating

Please let us know immediately by calling 0300 123 9279. We’ll put a temporary note on our system to make sure staff and contractors don’t visit you during this period.  Your assistance and understanding when asked these questions is most appreciated as we are taking this action to minimise the risk of infection to you and your household. We need to reduce the risk to staff and contractors whenever possible. 

If staff arrive at your household unaware you, or a family member, is unwell with symptoms and are self-isolating 

If we don’t know about your situation and arrive at your property to find you, or any members of your family, have the virus or are self-isolating, we won’t come into your home. We’ll also put a temporary note on our system to make sure staff and contractors don’t visit you during this period. Please let us know when you (and all other people who live in your property) are clear of symptoms. 

Be Fraud Aware

Sadly, fraudsters are using the global pandemic to target members of the public.  Please remain alert to any suspicious calls and emails or texts especially those with links to download attachments and don’t give out your personal details unless you are sure who you are dealing with.