Coronavirus update for customers
Like many businesses across the country both large and small, we’re doing all we can to continue to deliver our core services in line with the ongoing guidance we are receiving from the government. We understand that these are extremely worrying times for our customers and we’re working hard to manage the impact on the services we provide to you.
Your health and safety and that of our people is our priority and is at the heart of every decision we make.
We’re reviewing our approach daily in line with the latest government announcements and we will continue to keep you up to date with any changes that effect you.
As we make the necessary changes following the latest advice from government, you may notice that we start to change the way we work, so we can continue to work in a safe way, protecting our people and our customers.
We are working hard to keep our customers safe during these challenging times. In line with government advice, we have taken the decision to prioritise the most urgent repairs to protect our elderly and vulnerable customers. Until further notice we will no longer be carrying out routine repair or maintenance appointments and we will be operating an emergency only service for work required inside your home.
If we are due to carry out an emergency repair in your home, it’s important that you let us know before we arrive if you are self-isolating or otherwise affected by coronavirus by calling us on 0333 400 8222.
Our colleagues will be following strict hand hygiene while in your home. They will also be sanitising areas they touch and wiping down any tools they use. They will be following social distancing guidance which will mean that they will need to stay at least two metres away from you at all times.
If you think something in your home needs repairing it might be something that you can easily diagnose and fix. Check out our Advice Hub.
We completely understand you may have concerns about your finances and worries about paying your rent. We fully support the statement made by the Housing Secretary to ban non-fault evictions and the way we support our customers in paying their rents in normal times, fairly, with compassion, support and respect for their circumstances, is exactly what our customers will need from us at this time. We will treat every customer that needs our help in that way, and we’ll work with you to manage your rent.
Our customer accounts team is here to help, if you’re worried about the impact of coronavirus and need to talk to us about your financial situation please call us on 0333 400 8222.
The Department of Work and Pensions have issued guidance for claiming benefits and emergency funds through Universal Credit. Visit our advice page for more details.
We also have a range of services available that can help you to manage your finances including our Financial Wellbeing service. You can find out more here.
Extra care and sheltered schemes
We are doing all we can to ensure that our most vulnerable customers continue to receive the services they need, whilst following the measures outlined by government to protect our customers and colleagues. So, for now, given the current guidance on at risk groups and directives on social distancing, all of our extra care and sheltered schemes are closed to non-essential visitors and the communal areas are no longer available for residents to use. For more information please see our Covid-19 advice for Extra Care shemes page.
Until further notice our offices are now closed to customers and we are reducing face to face contact, this includes any scheduled non-essential maintenance, or housing related appointments. Our Neighbourhood Officers will be out and about as normal conducting estate inspections, but we would ask that any contact with them is made by phone.
Our teams are here to help you. Our contact centre remains open and you can still reach us by calling 0333 400 8222 or by visiting using our contact form at www.aster.co.uk/contact-us.
If you feel unwell and have any of the symptoms of coronavirus – fever, cough, muscle pains – please follow the Government’s updated advice on the precautions you need to take if you become ill. You can find these at www.gov.uk/coronavirus
We are here
Whilst the environment around us is uncertain, please be reassured that we have over 1,200 caring, compassionate and dedicated people who will do their very best to continue to provide you with essential core services.
We’d like to take this opportunity to thank you for your support and understanding as we work together to play our part in limiting the further spread of coronavirus.
- Health advice – www.nhs.uk/coronavirus
- UK Government advice and updates – www.gov.uk/coronavirus
- UK Government guidance for tenants and landlords - www.gov.uk/government/publications/covid-19-and-renting-guidance-for-landlords-tenants-and-local-authorities