Coronavirus customer update – 26 May

Watch our latest video update from Chief Executive, Bronwen Rapley.

Onward Homes has a plan in place to reactivate and extend its repair service for customers.

Throughout lockdown we have remained committed to delivering emergency repairs. Lots of work has been happening behind the scenes to get the right materials, people and working practices in place for a stepped, safe and sustainable escalation in your service as circumstances allow.

Our priorities guiding the planned escalation in service are:

– Ensuring safe working practices for the health of our customers and repair teams
– Prioritising vulnerable people and emergency or urgent repairs
– Dealing with existing requests for help that came in before lockdown

Information about when and how we are moving between these three steps will be given to customers proactively through: this website; text messages; phone calls; email and printed newsletters.

Please call us on 0300 555 0600 if you have any questions.

At Onward Homes our top priority is providing support for our most vulnerable customers. We have a positive action plan to help our customers get through these difficult times feeling safe in their home and with minimal disruption.

As part of our commitment to supporting vulnerable customers, Onward Homes is making a three-step promise to our customers facing financial hardship as a result of the Coronavirus crisis:

  • You are secure in your home. No one will be evicted as a result of financial hardship caused by the crisis and we will not take legal action if you have fallen behind on your rent during the lockdown period.

*Update 1.7.20* – Please note, we have now begun issuing NSPs again, which may lead to a court possession notice once eviction restrictions are lifted if rent remains unpaid.

  • Onward Homes will be flexible on collecting rent. If you face new difficulties as a result of the crisis, you should make payments you can afford and contact us so we can provide support.
  • Onward Homes will help you get financial support. Government guidance and support is changing daily, so the best thing to do if you are in any doubt about your ability to pay rent is to contact us to discuss your circumstances.

The April 2020 rent increases announced last year need to go ahead to enable us to fulfil our promise to support vulnerable customers during this difficult time.

Onward Homes is proactively identifying people who need special support, but if you are worried about paying your rent, please contact us directly. We will listen to you and do our absolute best to help you find a way through.

At Onward Homes our top priority is providing support for our most vulnerable customers. We have a positive action plan to help our customers get through these difficult times feeling safe in their home and with minimal disruption.

As part of its response to the coronavirus crisis, the Government is offering to pay some of the salary of staff who are furloughed, which means asked not to work temporarily. This is so companies can reduce costs and avoid redundancies where people are unable to work. Onward does not currently have plans to furlough staff, but this position is under constant review, very much in line with housing associations and businesses across the country.

Any future decision to furlough staff would only be taken in order to maintain our commitment to support our most vulnerable customers and ensure that all of our customers remain secure in their homes.

As always if you have any concerns, please get in touch with us on 0300 555 0600.

We hope that you and your loved ones remain safe and well during this difficult time.

Last week the Government sent this letter out to all social housing residents detailing measures in place to support them through the covid-19 crisis.

For our most up-to-date information, please visit www.onward.co.uk/coronavirus.

Read our further FAQs and advice here