Coronavirus Update

During the current lockdown, we are only able to carry out emergency and essential repairs. Previously appointed routine repairs will be completed, however we are unable to book any new routine repairs. Please check our website regularly for updates on when our routine repairs service can restart.

Our heating contractor, TSG, is currently prioritising emergency (uncontrollable) leaks, no heating or hot water repairs and gas servicing only. Please note that they are therefore unable to attend all other repair work at this time due to the impact of COVID-19.

Keeping everyone safe

Our contractors have safe methods of working in place to ensure social distancing measures and government guidance is adhered to for the safety of customers, staff and the general public.

To ensure that you and our operatives remain safe, this is what you can expect when we attend your home to carry out a repair:

• The operative will knock on the door and step two meters back;

• The operative will have suitable protective equipment including gloves and possibly masks depending on the circumstances;

• You will not be required to sign the engineer’s PDA. Upon completion of the work the engineer will sign this on your behalf.

It is imperative that:

• You advise us at the point of requesting a repair or prior to the appointment if you are shielding, have symptoms of Covid-19 or are isolating because you are at higher risk;

• All household members are in a different room to where the operative is working. If this is not possible, a distance of two metres between you the engineer must be maintained at all times during the visit.

No work should be carried out in any household which is isolating, unless your work is to remedy a direct risk to the safety of the household, such as emergency plumbing and electrical work or health and safety compliance work.

If a member of our team appears unwell, feel free to ask them about their health to ensure your safety.

Please be aware that anyone can be affected by the virus and there may be occasions where jobs or inspections may need to be cancelled and rescheduled at short notice, but we will notify you as soon as possible where this occurs.

For more information please visit bpha.org.uk/your-home/repairs-and-maintenance/about-repairs/

We understand that many people will be worried about the affect that Coronavirus might have on their income and ability to pay rent.

If you are affected by the Coronavirus, whether directly through illness or through a change in work circumstances that will impact your income, please contact us as soon as you can. We’re here to help and will look at your individual circumstances and do everything we can support you through this very challenging time.

For more information, advice and guidance on money, rent and income during the Coronavirus crisis, including what benefits you might be entitled to claim, visit our dedicated page on the website.

We’re doing everything we can to continue to provide as normal a service as possible, but given the unprecedented nature of the situation and the increase in demand, there have been some necessary changes.

Opening hours – Our contact centre opening hours are 8am-5pm Monday to Thursday, and 8am-4.30pm on Friday. Emails will also be responded to within these times.

Waiting times – Due to an increase in demand, the waiting times are likely to be higher than usual. You may get a quicker response via e-mail.

We would like to thank you in advance for your patience and understanding as we adjust to operating in this new way.

Get in touch

by email: info@bpha.org.uk
by telephone: 0330 100 0272

Our head offices are now closed until further notice and the majority of our employees are working remotely. This is in accordance with government advice, in an effort to slow the spread of Coronavirus and ensure the safety or our visitors and staff.

Caretaking

Our dedicated caretaking staff continue to operate across our schemes, ensuring we maintain essential tasks and services during this unprecedented time. However, certain things have changed as a result of COVID-19.

Cleaning (for blocks outside of Bedford)
Given the current situation, this service is of course an area of focus for us. Whilst you might notice some differences and interruptions to where and how often we work, we will continue to clean as frequently as possible. Prioritising high-rise communal blocks, but also throughout our other sites and schemes.

Grounds maintenance
We continue to provide this service, although you may notice some changes to how often some areas are worked on, as our contractors follow government guidance and restrictions.

Thanks for your understanding and patience as our caretaking staff react and step-up to the ever-changing situation.

In accordance with the latest Government guidance, we will continue to offer our normal planned and cyclical works services. 

We have been working closely with our contractors to ensure that the correct precautionary working practices are put in place to protect both, you, our contractors and our employees. Prior to beginning any work, each contractor submits an updated risk assessment and method statement, outlining how they will safely work. These have been reviewed by bpha to ensure that they follow Government guidance and also meet bpha expectations around resident safety. Please rest assured we will continue to regularly monitor each contractor, on an individual basis and take any necessary precautionary measures should Government guidance change.

We appreciate that this is a difficult time for everyone and understand that all of our residents have different needs. bpha will contact you in advance, to notify you of any proposed works that will directly affect your home. If for any reason you do not feel comfortable with the work being undertaken, bpha will be happy to reschedule this for another time.

If you have any concerns or queries, or would like to discuss this with us further, please call bpha on 0330 1000 272.

We will continue to carry out all statutory health and safety compliance checks.

As the Coronavirus (COVID-19) situation evolves, we’re doing everything we can to ensure that our retirement living residents and employees are as safe as possible during this unusual and challenging time.

Communal areas – We will be “closing” all communal areas in our schemes, excluding any laundry facilities.

Guest Rooms – All Guest Rooms will remain closed, as they have been since March 2020.

Cleaning – Cleaning and caretaking in schemes will continue as normal.

Visitors – We are asking our residents to ensure that only essential visitors are invited into the scheme and they follow safety guidance, such as wearing a face covering upon entering the scheme.

Visitors should not visit if they have coronavirus symptoms (a temperature, a new and continuous cough, or a loss of taste and smell). In line with Government advice around “staying at home”, we do not expect any non-essential visitors to come to the scheme.

Social distancing and staying at home – We have all been asked to “stay at home” by the Government, and this means that you need to stay within your flat, except when you are taking the opportunity to exercise outside or other specific purposes. All communal areas within our schemes must be treated as public spaces and should not be used to meet or gather with others.

If anything remains unclear or there are further questions, please contact your scheme manager and they will assist you in getting the clarification they need.

We will continue to complete property lettings that have already been allocated for new tenants (new homes and re-lets) and will adapt our process for new sign-ups and lets as the situation evolves.

Although we’re doing everything we can to maintain a normal service, there will be some changes and possible disruption.

• We are now able to complete the paperwork involved in moving home digitally, i.e by email
• There could be delays in getting properties ready for letting
• Building contractors and developers might have further restrictions which could delay the completion of new homes. bpha will contact you to advise if the handover date is delayed
• On-site visits will also depend on the customer circumstances and the housing officer will carry out appropriate checks to see if this happens
• Customers may extend their notice period, which could affect properties being available to re-let to waiting customers

If customers have any questions please contact bpha as normal.

Due to the new restrictions all mutual exchanges will be deferred until we are able to carry out property inspections once more. This decision will be reviewed in line with government guidelines.

Regarding our new build homes:

• Urgent defects, loss of heating, water, electrical and uncontrollable leaks will be attended to, subject to individual assessment of the defect and health questionnaire which might be carried out
• Non-urgent defects, raised through bpha to be carried out by Housebuilder/contractors, are likely to be postponed by many of our contractor/developer partners during the current restrictions but customers are asked to carry on raising defects as normal through our customer contact centre to ensure that these can be dealt with appropriately.
• Where it is currently not possible to deal with non-urgent defects, arrangements will be made to attend when the current restrictions are no longer in place
• Customers will be contacted regarding revised arrangements for ‘End of Defect Period Inspections’ which have been scheduled.

Before raising a defect, have a look at our new guides and walkthroughs, video tips, and tutorials for some basic jobs and DIY essentials.

bpha’s Domovo sales team is fully operational and ready to help customers from an initial enquiry through to reservation, completion and moving in.

Viewings are being booked in by appointment and we are adhering to all Government guidelines to ensure the safety of our customers and employees.