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SHDC Tenants

Updated on 10 December 2021

Rent payments

We know the coronavirus is having an impact on people's health and that it's affecting people's finances too. We're here to help you if you need us.

If you need our help, please don't hesitate to ask, as we can provide advice, support and guidance. This can include putting special payment plans in place to help if you need it or supporting you to claim benefits you're entitled to. You can contact the Housing Services Team on 01775 761161 or estatemanagement@sholland.gov.uk.  

Gas servicing

Your gas service is important - it is vital to that we continue these checks to keep you, your family, your neighbours and community safe. There is a legal requirement for us to complete essential safety checks at your home such as gas servicing - this has not changed due to Coronavirus.

If you have a gas check scheduled, in addition to your appointment letter we will be in contact with you prior to an engineer arriving to check that it's safe for us to come out and you're happy for us to proceed.

If your gas safety check is due, we will continue to contact you and arrange these checks.

  • Your safety is a priority and we will complete the appointment as quickly as possible.
  • Our gas engineers will follow full Safe Systems of Work protocols and will wear hygiene protection - they will follow all Public Health England guidelines.
  • You do not need to be in the room while they complete the inspection, so apart from allowing access you will not need to come in contact with the operative.
  • We will only go into the rooms we need to carry out the work and will minimise any disturbance, leaving your home clean and tidy, including sanitising any surfaces touched.
  • We request that you remain 7ft/2metres away from the work area to minimise contact. Please ensure children are distanced and pets are appropriately supervised. We recommend you stay in a different room if possible.

If you refuse access:

  • We will make a note and rearrange your safety check based on your specific isolation criteria.
  • You will continue to receive phone calls and letters about your gas safety check, because we must follow important gas safety procedures
  • After repeat attempts to gain access, we will cap your gas at the meter and if necessary seek an injunction through the courts to get access.

Repairs and programmed works

We will continue to deliver our standard timescales for repairs and programmed works including kitchen and bathroom upgrades. 

Our staff and contractors are checking in daily to confirm they feel fit to work. We will not send anyone to your home that is unwell. Staff and contractors have access to cleaning materials in their vans and will clean their hands before entering your home. Whilst in your property, staff and contractors will take appropriate precautions to maintain safe working practices. We request that you remain 7ft/2metres away from the work area to minimise contact. Please ensure children are distanced and pets are appropriately supervised. We recommend staying in a different room if possible.

Home visits by Officers

We will continue to conduct home visits where required, including additional visits for new tenants during their Introductory Tenancy period and visits before Mutual Exchanges can complete.

Whilst in your property, staff will take appropriate precautions to maintain safe working practices. We request that you maintain social distancing from the Officer, ensure children are distanced and pets are appropriately supervised.

If you refuse access:

  • We will make a note and rearrange your visit based on your specific isolation criteria.
  • After repeat attempts to gain access we will consider seeking an injunction through the courts.

Sheltered Housing Residents

Weekly Meet and Greet sessions will continue and Community Centres will remain open. 

We ask that people using the community centre follow government guidance which includes wearing face coverings.  The safety of our residents is our priority - community centres will be closed if residents do not follow government guidance.

Answers to some questions you may have

  • How do I pay my rent if I can't get to the shop?
    You can pay your rent online at www.sholland.gov.uk/paying-your-rent or telephone 01775 761161 and pay over the phone. You can also call our automated telephone service on 0345 340 9310. If you normally pay your rent or council tax using a PayPoint in a shop, or in the Post Office, there are other ways you can pay. Please call us on the above number and we will talk you through your options.
     
  • I am worried about my financial situation, who can help with rent and benefit payments?
    Some people may be concerned about their financial situation over the coming days and weeks. If you are in this situation, we will do all we can to help you and your family. This can include putting payment plans in place or supporting you to claim benefits you are entitled to.  The government has extended the statutory sick pay (SSP) to people affected by COVID-19. If you're not eligible for SSP, we urge you to claim Universal Credit as soon as possible.  
    If you need support or advice about claiming benefits, or you think you will have difficulty making rent or council tax payments as a result of self-isolating, please call us on 01775 761161. Further information is also available at  www.gov.uk/government/news/coronavirus-support-for-employees-benefit-claimants-and-businesses.
     
  • I'm worried about letting repairs contractors into my home, what steps are you taking to protect my health?
    Our staff and contractors are checking in daily to confirm they feel fit to work.  We won't send anyone to your home that is unwell. Staff and contractors have access to anti-bacterial gel and wipes in their vans and will clean their hands before entering your home. Whilst in your property, staff and contractors will use protective clothing such as face masks and gloves. We request that you remain 7ft/2metres away from the work area to minimise contact.

Further information is also available on our Tenants Portal at www.sholland.gov.uk/myhome.