Coronavirus - our services

Here is an update on how we are operating our services during covid-19.

Here is an update on how we are operating our services as lockdown has begun to ease.

Since the start of lockdown, we have remained open for business, working in line with government guidance. Wherever possible, we continued to provide our services – although there have been some areas where this was not possible, such as our repairs and lettings. All of our offices currently remain closed to the public.

The safety of our customers and colleagues remains our highest priority. Our colleagues will follow strict rules based on Government guidance, and we ask that you also follow some basic rules when a member of our team enters your home.

Anti-Social Behaviour

We know that the Covid-19 pandemic has been difficult for everyone and we have seen some amazing examples of how communities have come together to support each other over the last few months.

We have begun to receive an increased number of calls to report anti-social behaviour relating to noise, where the cause is children playing outside in their gardens or customers finding it difficult to concentrate while working from home. We appreciate that this can cause frustration, but it is also unavoidable given the current circumstances, and not something that we would take action against.

Things might be a little noisier than normal but please continue to be considerate of your neighbours and how the pandemic might be impacting them. Many summer holiday clubs are not able to go ahead, some parents may still feel uneasy about sending their children to nursery, and you or your neighbours may be at home more than usual. Please be as tolerant and understanding of each other as you can be.

If you feel that what you are experiencing is more than this and constitutes anti-social behaviour, then you can report this through our website here: https://www.plusdane.co.uk/report-an-incident/report-anti-social-behaviour/

Lettings

We are now able to let properties where it is safe to do so. We are doing as much as possible by phone and email, with social distancing measures in place for any meetings.

Housing

Contact us as normal by phone or email.

Grass cutting

Our personal gardening service is now running again where we can safely access gardens without going through customer’s homes.

When lockdown began we stopped cutting your grass as the government message was for everyone to stay at home.  At the beginning of May we started cutting grass in large areas where we could do social distancing. We are now doing a ‘cut and drop’ service, which means that we are cutting the grass but not collecting it. This means that we can cut grass more quickly and get to more of you. We will get back to a normal service as soon as we can once the government guidance means that we can work closely together.

From 6th July we began to cut other smaller areas as government advice about working in ‘bubbles’ made this possible. Our personal gardening service is also now running again where we can safely access gardens without going through customer’s homes. Where we are not able to do this we are contacting customers individually to make suitable arrangements.

Our staff want to get the service as close to normal as soon as possible and are working extremely hard in very difficult circumstances. The weather in July where we had wet days when we can’t cut the grass and then warm weather where the grass grows quickly means that it is difficult to keep our usual service level.

We will be reviewing our service charges in September, and would like to assure customers that you will only be charged for the services that you have received. We appreciate your patience and understanding during this time. The safety of our colleagues and customers has been our absolute priority throughout the Covid-19 pandemic.

Click here to view our August programme for Cheshire.

Window cleaning/communal cleaning

These services are now running as normal.

Income

Please remember you still have to pay your rent whatever your circumstances. If you are struggling we will be able to give you some advice and assistance so please get in touch by phone or email. See here for more information about the help our income team can offer.

Repairs

Our teams have resumed the completion of larger repairs and two-person jobs. We're focussing initially on those jobs we had to suspend or put on hold during lockdown. Our teams are working as hard as they can in very difficult circumstances but it will take us some time to get through these. We really appreciate the patience you have shown while we try to catch up. All of our colleagues carrying out this work have the appropriate PPE and are following current social distancing guidelines. We'll continue to review the situation and any changes to Government guidance to make sure we are doing everything we can to keep our customers and colleagues as safe as possible. 

If you have a repairs appointment a member of our team will call you before they attend your home to check whether you are self-isolating or have Covid-19 symptoms. Please make sure that you follow social distancing guidance when our colleagues are working in your home.

Older persons services

In order to keep people safe we have prevented any visitors other than essential services from entering our schemes to minimise the risk of spreading the virus to our older customers. We will continue with this approach for the moment but keep it constantly under review.

Contact us on 0800 169 2988 or customer@plusdane.co.uk for further information on these or any other services.