Coronavirus: Our response

There’s a lot of information about Coronavirus (COVID-19) in the news, and we understand that it may be concerning.

Your safety and wellbeing, along with that of our staff, is our number one priority so we’re monitoring this situation daily and following up-to-date advice from Public Health England.

Over the weekend the government announced that England will enter a second national lockdown on Thursday 5 November. It’s set to last for at least four weeks in an attempt to slow the spread of Coronavirus and reduce infection rates before Christmas.

However, we’ll continue to be here to help you, even if some of us are working from home, and our key workers on the frontline, like scheme managers and repairs operatives, are still working to keep you safe in your home.

Our repairs and safety inspections service

In line with government advice we've changed the way that we work and at this time, we’re continuing to carry out our repairs service as normal.

You can report a repair on our contact us page.

We’ll also be continuing to carry out annual fire, gas and electrical safety checks in your home. We have a duty to keep you safe and these checks are really important and save lives.

We’re taking precautions to protect you, your family and our staff based on government guidance. To ensure we keep you, your family and our staff safe we will:

  • Check if anyone in your home is self-isolating or has been in contact with someone who’s been diagnosed with Coronavirus before attending
  • Ask you and your household to ventilate your home during our visit (i.e. opening windows) and keep your distance and stay in another room whilst essential work is being carried out
  • Wear protective clothing whilst in your home where necessary
  • Wash hands with soap or use hand sanitiser before coming in and when leaving
  • We will wipe down surfaces around areas we’ve done work and advise you to wipe down those surfaces after any visit with a suitable antibacterial cleaner, i.e. the boiler and other appliances such as fires and cookers depending on where works have been carried out.

If you have any questions about your essential safety check, please get in touch

 

Frequently asked questions

Here are some answers to our most frequently asked questions.

  • What should I do if I think have Coronavirus?

    Please follow the NHS guidance if you think you have Coronavirus.

    As per 02 November 2020, the advice is below.

    Get a test as soon as possible if you have any symptoms of coronavirus.

    The symptoms are:

    • a high temperature
    • a new, continuous cough
    • a loss or change to your sense of smell or taste

    The test needs to be done in the first 8 days of having symptoms.

    You do not need to get a test if you have no symptoms or if you have different symptoms.

    If you live at one of our older persons schemes, please let a member of staff know as soon as possible and if you have any repairs or appointments booked in please contact us to rearrange.

  • What are Midland Heart doing to stop the spread of Coronavirus?

     We are:

    • Prioritising our cleaning schedules to make sure high risk areas like door handles and light switches are cleaned thoroughly every day in our schemes
    • Asking all customers questions before booking in home visits to understand if they’re at risk of having Coronavirus
    • Asking close family and friends to only visit residents if essential and where there's a group of you, consider if one person could visit instead
    • Closing all shared areas in schemes, like lounges and restaurants, and offering a meal delivery service
    • Closing our hot desking spaces within schemes to limit the number of people coming in and out of schemes

    You can find out more about what we're doing to make our workplaces safe here

  • Will my repairs still be completed during this time?

    We're currently carrying out routine repairs for our customers, as well as continuing safety inspections. We’re screening customers before coming out as recommended by Public Health England’s guidance.  

    We have put processes in place to ensure we keep you, your family and our staff safe. We will:

    • Check if anyone in your home is self-isolating or has been in contact with someone who’s been diagnosed with Coronavirus before attending
    • Ask you and your household to ventilate your home during our visit (i.e. opening windows) and keep your distance and stay in another room whilst essential work is being carried out
    • Wear protective clothing whilst in your home where necessary
    • Wash hands with soap or use hand sanitiser before coming in and when leaving
    • We will wipe down surfaces around areas we’ve done work and advise you to wipe down those surfaces after any visit with a suitable antibacterial cleaner, i.e. the boiler and other appliances such as fires and cookers depending on where works have been carried out.
  • If I’m sick and can’t pay my rent, or forget to pay, will my home be at risk?

    We understand this is an unusual situation and you may have disruption to your normal routine. However, the government is putting in place lots of extra support and measures to help workers and those claiming benefits. You can find out more here.

    As we’re being asked to spend less time in public places, like shops, we wanted to remind you that you can view and manage your rent account and contact us on our app. You can find out more information here.

    We don’t believe housing benefit will be affected but if you’re concerned about your finances please get in touch with us and we’ll discuss any support you need on a case by case basis.

    Don’t forget we have a money advice team who may be able to help. You can find out more here.

  • I need to send a legal Document to Midland Heart

    In line with current government advice, our offices are closed. We're asking that any legal documentation or correspondence that needs to be sent to Midland Heart is emailed to LegalPostGroup@midlandheart.org.uk

    We'll continue to review this position over the coming weeks and will update this page if anything changes.

  • Is grass cutting and other grounds maintenance services still going ahead?

    Yes our contractors will still be visiting our sites but they’ll be reducing to four weekly cuts until further notice. Our contractors will continue to respect social distancing guidelines and we’ll be following government guidance closely to ensure we’re keeping everyone as safe as possible.

  • What can I do if I see someone not following social distancing restrictions?

    If someone is breaking the social restrictions in place, you can call 101 and report it to your local police force. You can also complete this online form and West Midlands Police will look into it further.

  • What's happening with complaints?

    There will be unavoidable delays for us to deliver some agreed actions and services as a result of the Government imposed restrictions following the coronavirus pandemic, for example completing some responsive repairs. We will keep you informed about what these changes will be and the revised timescales however our usual service standards may not always be met. As this is outside of our control we will not being issuing compensation for delays where the sole reason for the delay is the coronavirus restrictions.

How can I get in touch with someone at Midland Heart?

 You can get in touch with us the usual ways: