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:
Office and Reception
Home visits and repairs
Playgrounds in parks
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.
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.
Update: Tuesday 4th August
We are now able to resume our full repairs service from Wednesday 5th August.
Since lockdown began, it has been necessary to run a reduced repairs service to keep our tenants and staff as safe as possible. During this time, we’ve exclusively carried out emergency repairs and gas servicing appointments. As we return to our full service, we now have a a significant backlog of repairs to attend to.
We have been contacting tenants to arrange these repairs since 29th July, with the aim of completing all backlogged repairs by the end of October.
We will be 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.
As our operatives may be entering your home, 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.
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.
We would like to remind everyone that all the crucial health information and further reading can be found on the NHS website here.
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.
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 firstname.lastname@example.org - 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.
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 email@example.com 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.
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.
As a result of Covid-19, our pest control contractors at Manchester City Council have had to restrict their service.
If you currently have a pest problem which needs to be addressed, the service is offering treatment packs for home use. These packs contain a milder poison than the professional treatments, but will prove effective until the service can resume or the pests are eradicated, and include health and safety advice.
To request a pack, email firstname.lastname@example.org with your name, address and a contact telephone number. You will then be sent an advisory leaflet and the terms and conditions of the service, to get an understanding of how to administer the treatment.
Once you accept the terms and conditions, a delivery date for the treatment will be arranged.
Please note: An adult of at least 18 years of age must be available to receive this delivery.
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.