Coronavirus Update

In line with the relaxation of the Government’s Covid-19 restrictions, we have resumed our normal repairs service from 1 June.

At this stage, we will not carry out mould washes or plastering jobs due to the length of time the operative would need to be in your home, but we will reassess this at the end of June in line with the Government’s step return plan.

For all other repairs, 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.

We expect that there may be an increased volume of work in the short-term so we may take longer than normal to arrange an appointment. However, we will review each repair and aim to prioritise more urgent repairs. We will still attend to emergencies within 24 hours.

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 or where an individual is being shielded, unless your work is to remedy a direct risk to the safety of the household, such as emergency plumbing and electrical work and compliance inspections.

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

For more information on what classes as an emergency repair 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 will temporarily change to 9am-5pm Monday to 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, as I’m sure you can understand, certain things may 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 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.

Following the government update on the 10 May 2020, bpha has recommenced a number of its planned maintenance programmes.

As safety is key, we have been working closely with our contractors to ensure that the correct precautionary working practices are put in place to protect both you and our staff. Prior to beginning any work, each contractor has been required to submit an updated risk assessments and method statement, outlining how they will safely work. These have been reviewed internally to ensure that they not only fall fully in line with government guidance but also meet bpha expectations around resident safety. Please rest assured we will continue to regularly monitor each contract, 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 property. 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 1000272.

No new works will commence. But we will ensure that if we are in the process of fitting a new kitchen or bathroom, then as long as the resident is happy, we will complete the job.

If you are self-isolating, please let us know before any appointments are arranged.

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

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 not be available until further notice. Where we have Care Teams on site and they need to use the Guest Room in order to provide a service to residents, we will make specific concessions. We will contact anyone who has made future bookings and explain our reasons for cancelling.

Cleaning – Essential cleaning will continue across all of our Retirement Living schemes.

Visiting support – We will continue with the visiting support service and will be reviewing this regularly to ensure that staff safety is maintained.

Visiting – We strongly recommend that only essential visitors are invited into the scheme. 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 of your home once a day.

If anything remains unclear or you have any further questions, residents can contact their 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 sites are closing and contractors maybe operating at a lesser service throughout this period. 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.

Regarding our new build homes:

• All non-urgent defects, raised through bpha to be carried out by the Housebuilder have been postponed indefinitely.
• Urgent defects, loss of heating, water, electrical and uncontainable leaks will be attended to subject to individual assessment of the defect and possible health questionnaire which will carried out by the Housebuilder.
• Customers are to carry on raising defects as normal through our customer contact centre to ensure continuity. These non-urgent defects will be passed on to the Housebuilder, who will make arrangements to attend when the current restrictions are no longer in place.
• Properties scheduled for an ‘End of Defect Inspection’ in May & June 2020, have now been postponed until further notice.

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

The Domovo Team are almost fully operational. Reservation are being taken, and viewings booked in by appointment only. Social distancing measures are in place and all government guidelines are being followed.