Coronavirus

COVID-19 Coronavirus

New Vision Homes is making all efforts to keep its services running with as little disruption as possible but we are making some changes to the way we work to keep both our team and our residents safe. 

Please make sure you follow the advice from the NHS (https://www.nhs.uk/conditions/coronavirus-covid-19/) which is to maintain good hygiene practice (not touching your face and washing your hands regularly for 20 seconds) and contact NHS 111 Online if you display any of the symptoms. If you are able to, please also take the time to call any relatives or friends who might be vulnerable to this virus and make sure that they are coping well and have everything that they need.

We will continue to follow advice from the Government and Public Health England but we recognise that this is a constantly changing scenario and we will update the below information as and when advice needs to change.

We will continue to support our residents as much as we can but we ask that contact via our phone lines be restricted to emergencies only.

Please use our contact forms on this website to log non-emergency repairs, contact your housing manager or our income recovery team or email us via enquiries@nvhwoking.co.uk and someone will get back to you as soon as they can. Please make sure you leave us your name, address and contact number.

Income recovery – rent payments and advice

• Services are continuing as normal, but our officers may not be able to take payments over the phone so if possible please make your payments via alternative methods

• At the moment rent charges have not been suspended by the Government and you should continue to make your normal payments – click here to see alternative methods on how and where to pay

• If you are having difficulty paying your rent due to changes in your financial situation please let the income team know by emailing incomerecovery@nvhwoking.co.uk

• You can seek help and advice from Citizens Advice and the Money Advice Service

• You can also make an application for Universal Credit online

• If you are struggling for basic food and household items Woking Food Bank is still in operation https://woking.foodbank.org.uk/get-help/how-to-get-help/

 

Tenancy & Estate Management

• Our Housing Management team are still available to help you with your queries. If we deem it necessary to make a face to face visit, all reasonable precautions will be made to ensure your safety and the safety of our staff. Please do not visit the Civic Offices as the office has now been closed

• Please also review the content on our website or on the Council’s website www.woking.gov.uk to find the answer to your query before making your call – there is lots of good information on how to manage your tenancy and report information to us – if you can’t find what you are looking for and your query is of a non-urgent matter please use our contact form. 

• Any tenant surgeries have now been cancelled until further notice

• Estate inspections for health and safety matters will continue where possible but tenants will no longer be invited to attend. If you spot anything in the communal areas around your home that needs our attention please report it via our contact form

• Reporting Anti-social behaviour can still be done in the normal way by using our online forms - Please ensure you are keeping notes of any incidents; incident sheets can be downloaded here...

Repairs and Maintenance

• We are still attempting to carry out as many general repairs as normal but repairs to heating and hot water services will be carried on an emergency basis only.

• Our repairs teams will ask you when you log a repair about your current situation regarding self-isolation and any potential coronavirus symptoms. Every effort is being taken to ensure that residents and our operatives are kept safe at all times when carrying out repairs

• Our repairs team are still able to take your queries, but should you need to report a non-urgent repair please use our report a repair tool

Compliance – servicing and inspection

• Regulatory bodies have stated that all statutory compliance testing will continue, including gas safety inspections and our teams will be carrying out the necessary servicing and inspections. Every effort will be made to keep residents and operatives safe during the inspection process.

Planned works programmes

The following planned works programmes have been suspended until further review at teh end of February

• Kitchen and Bathroom Replacements
• Disabled Adaptations

All other programmes are continuing, because they will be either external works eg groundworks and/or require only one operative to work on them eg doors and windows.

Home visits

• If a member of our housing or repairs and maintenance team do need to visit your home they may politely ask that you keep your distance during the visit and may request to wash their hands before they leave your property. We ask that you accommodate their request in the interest of both yours and our staff members health and we hope you do not take offence.