The safety and wellbeing of our customers and staff is our highest priority. As such, we will be continuing to deliver key services but in the safest ways possible.

We will continue to update this area as and when new information becomes available:  

  1. Office and Reception

  2. Home visits and repairs

  3. Rent

  4. Financial Advice

  5. Southway's workforce

  6. Pest control

  7. Playgrounds in parks

  

Office closure

As of 17th March 2020 our offices and reception are closed to the public to make sure the health and safety of tenants and staff is being put first.

You can still access our services using this website, either through your portal account my.southwayhousing.co.uk or using our Webchat. 

You can also send us a message through our Facebook or Twitter. Doing so will help to reduce the strain on our customer call centre, which is receiving more calls than usual.

If you have an emergency or are a more vulnerable tenant at this time, you can still call us on 0161 448 4200.

 

Repairs & Home visits

We are doing our best to maintain service levels but obviously, home visits and repairs are affected at this time.

All staff who carry out repairs or home visits have been trained on the additional precautionary measures required at this time to ensure your safety, as well as their own.

Please read our measures here to keep you and our staff safe.

We would like to remind everyone that all the crucial health information and further reading can be found on the NHS website here.

We must be aware of social distancing measures and ensure we are all following the government's guidelines. 

If you are experiencing symptoms of Covid19, self-isolating, or have visited a country of high risk, it is critical that you inform us of this before we undertake any home visit or repair. Please also do not be offended if you are asked additional questions before a visit, as it is for everyone’s safety.

Update: Monday 21st September

We want to inform our tenants that we are doing everything we can to keep all our appointments for repairs and home visits. At this time, there are limited slots available and due to the unpredictable nature of the current pandemic, our appointments may, in limited cases, be subject to last-minute changes or re-prioritisation of workload for our most vulnerable tenants. We appreciate your understanding and patience at this time and will always aim to give as much notice as possible

Update: Tuesday 4th August

 

We have been contacting tenants to work through our backlog of repairs (caused by COVID-19 lockdown) since 29th July, with the aim of completing all backlogged repairs by the end of October.

We are taking new repairs from the 5th August, which can be reported by calling our Customer Hub. Our online repairs portal is currently still suspended, although it may be used to request a callback from our Hub Team. All repairs will be scheduled based on their urgency.

Due to the backlog, we’ve had to review our timescales for the completion of repairs:

  • Emergency repairs will remain unchanged and still be completed within 24 hours.
  • Urgent repairs will be extended from 5 working days to 10 working days
  • Routine repairs from 10 working days to 40 working days.
  • For any major repair works, we will contact customers to arrange surveyor visits, with the aim of completing this over the remainder of this financial year (before 31st March 2021).

These timescales will be continuously reviewed and improved on, if at all possible. It is important to note that these timescales may be affected by any Covid-19 outbreaks, either locally or within our workforce, as well as any re-instated lockdown measures. We will continue to monitor the situation locally and adjust our service as necessary.

 

 

Note: By law, and for your safety, we must continue to do scheduled gas servicing appointments. Our staff are fully trained and equipped to do these visits safely with their health and your health a priority. 

 

Rent

We know you may be worried about paying rent if you become ill or need to self-isolate.

If you are affected by the Coronavirus and it is making it difficult to pay your rent, please get in touch with us by phone 0161 448 4200 or email connect@southwayhousing.co.uk - we can help. We will talk things through with you, provide advice and refer you to other services as you may be eligible for support with your rent.

Also know that no one will lose their home if they fall into rent arrears because of coronavirus.

You can also find more information on the help available to you below, and on the Department of Work and Pensions website here.

 

Financial Advice

We understand that this period of uncertainty is causing disruption to many workplaces and affecting employment. This is, understandably, causing concern about a potential loss of income and how this will affect our finances. If you are worried, please check our Financial Advice page where you can get the latest updates on the situation and support available.

If you need any advice about claiming benefits or where you stand if your earnings have stopped, you can speak to our dedicated Advice Team.

If you email adviceteamreferrals@southwayhousing.co.uk with details about your situation and how you would like to be contacted (by phone or email), the team will contact you as soon as possible to advise you.

 

Southway's workforce

Following the government's guidelines all staff who can do are now working from home, to minimise any potential spread of the virus. Online and remote working practices have been put in place and this is working very well. 

We are looking to implement more remote and digital versions of our services all of the time.

 

Pest control

We employ Manchester City Council to attend to pests in our properties. The service was suspended in March as a result of Covid-19, but has resumed as of August 2020.

You can find out more about pest control here. 

 

Playgrounds in parks

Our playgrounds are now closed and locked, following government guidance. Playgrounds encourage prolonged and close social contact, which increases the chances of Coronavirus spreading. Thank you for understanding.

 

As government advice changes we will update you regularly on any other changes to services. We appreciate the patience and cooperation that tenants have shown us at this time. Thank you, and take care.