Communicating with our customers
We know that receiving straightforward, transparent advice during this crisis is important for our customers. We are communicating with our customers, and have been launched a dedicated webpage with information for our customers on how to stay safe, where to access the latest Government advice, and how we will support them through these uncertain times. This is linked to our self-service portal, MyHome, which provides easy access to information for customers. We are updating this daily to ensure that it contains the most relevant information.
Flexible rent payments
We know that this is an extremely worrying time for many customers, particularly financially for those who are self-employed or on zero hours contract. We are therefore committed to working with them on providing flexibility to their rent payments to ensure that they do not go into arrears or financial hardship.
Our Income Maximisation team is working hard to help our customers and are putting in place flexible payment arrangements for those customers who need this the most. Since Monday, we have been proactively contacting customers who we believe may be at higher risk of financial hardship due to the coronavirus outbreak
Working with them on a case-by-case basis, we are reviewing their household incomes to agree on flexible payment options and arrangements that best suit their personal circumstances, ensuring that they can manage their rent and the build-up of any arrears debt.
Additionally, we’re working closely with our partner charity, the Longleigh Foundation, to offer individual hardship grants to those most in need.
If you believe any constituents within Stonewater housing require this additional support or are experiencing difficulties paying their rent or managing debt, please tell them to get in touch with us as soon as possible.
No evictions
We welcome the Government’s decision to suspend any new evictions during the next three months and are going further by also suspending any debt enforcement action during this period.
Repairs
In response to Government advice issued on 23 March 2020, and for the safety of Stonewater customers and staff, we have restricted our repairs service to temporary emergency safety repairs only.
Any non-emergency repairs booked prior to the 24 March 2020 have now been cancelled, however, we will make sure that this work is completed at a later date when Government advice has changed, and we will be in touch with customers to make a new appointment as soon as we can.
We will still be responding to emergency repairs and making homes safe and secure within 24 hours of the repair being reported where it is safe and practical to do so.
