We are continuing to take all necessary safety precautions to make sure our customers, colleagues and contractors are safe at all times. Safety first is our priority and our approach has been supported by the Tenants’ Committee.

As restrictions are starting to ease nationally, we have turned our focus to our services and how we can look to resume them safely for our customers. For the last few weeks, we have reintroduced all repairs appointments and surveying work. This has helped us get through the backlog of repairs orders. From 19th July the following services will resume:

• Tenancy Management Officer home visits
• Increase the number of face-to-face property viewings
• Tenant meetings, including consultations
• Estate and block inspections
• Community engagement activities

Due to the continual high infection rates being experienced locally, we will continue to operate with ‘covid secure’ safety controls in place. So this is not a return to pre-pandemic service delivery. Our preference is still to avoid close contacts and undertake safe distancing and digital means where possible. We also recognise that locally there has been increases in the number of people who are infected or require to isolate so this may impact of the quality of service received. Please bear with us and we thank you in advance for your patience.

Please let us know if you need to reschedule any appointments because you or anyone in your household is self-isolating or have had a confirmed positive Covid-19 test result. We can then reschedule your appointment and reallocate this time to another customer.

SLH will continue to regularly review the Government guidance and the impact of the virus locally and will continue to listen carefully to the views of our customers, colleagues and contractors.

To protect you, our colleagues and to reduce the spread of Covid-19, we have safe methods of working in place, so you can be confident in our interactions with you that we have taken robust steps to keep you safe. We are reviewing these again in light of the new ‘working safely’ guidance that was published by the Government on 14^th July.

We will:

• Ask if you wish for our colleagues to wear a face covering before entering your home. If requested to do so, then a face covering will be worn by our colleagues for the duration of the visit
• Our colleagues will ask before entering your property if you or anyone in your household is self-isolating or have had a confirmed positive Covid-19 test result
• Colleagues can continue to request that customers maintain social distancing and/or relocate to another room whilst the works are undertaken
• Sanitise our hands before entering and when leaving your home
• Wipe down any surfaces we touch
• Complete any work as quickly as possible
• All we ask in return is that (if you are having one of our members of staff or a contractor in your home) then please respect social distancing and help ventilate rooms

For now, our reception remains closed. If you need to contact us please continue to use the website, email or phone. We will also publish details later in the summer of our customer experience strategy entitled Customer First Commitment.

• southlakeshousing.co.uk
• customerservices@southlakeshousing.co.uk
• 0300 303 8540

You can also keep up to date with news from South Lakes Housing via our Twitter account @SLHnews or on our Facebook page.

We’ve made a directory of local and national support services available to help you and your families during the coronavirus outbreak. The directory includes financial and employment advice services, educational activities for children, and mental health resources. 

Coronavirus

NHS 111 diagnostic

NHS

GOV.UK

Shielding and protecting

Cumbria County Council – Coronavirus (COVID-19) – Emergency support helpline

Money and benefits

National Debtline

Citizens Advice – debt and money

Citizens Advice – benefits

Step Change

Turn2us

entitledto

GOV.UK

Money Saving Expert

Voucher scheme for those receiving school dinners 

Benefit and Pension Rates 2020-2021

Housing

Shelter 

Crisis 

Citizens Advice – housing

South Lakeland District Council- Housing Options team 

Refugee, Asylum & Immigration Support

Migrant Help

British Red Cross

Employment

ACAS

Citizens Advice – work

Health and wellbeing

Foodbank- Trussell Trust

Foodbank- Kings Food Bank

Next Door – local voluntary service

Mentalhealth.org

Mencap

Mind

Telephone befriending service for the elderly

Online cognitive behavioural therapy site

Children and adolescent mental health support resource

Meditation/ relaxation and sleep resources

Wellbeing advice

Bereavement counselling

Samaritans

Self-help resources for mental health issues

Every Mind Matters

Dave the dog – a storybook to help children understand coronavirus

Easyread guide to mental and physical health

Recovery College- online course for coping with the pandemic

Northern Cancer Alliance

Disability & Impairment

Disability Living Foundation Charity

Disability Rights UK – Independent Living and Carers 

People First- phone support service

Community

National Volunteer Service

Call In Time- Telephone Befriending Service

Age UK South Lakeland

Domestic Abuse

Springfield Domestic Abuse Support- South Lakeland

National Domestic Abuse Helpline 

Men’s Advice Line

GALOP (LGBT+ Domestic Abuse Helpline) 

Bereavement 

Cruse Bereavement Care

Hospice UK

Advice / other

Law Centres

Advice UK

Age UK

Advice Now

Gingerbread- advice for single parents

Educational resources and activities

School closures

Joe Wicks – Daily HITT and PE

Boat Load Puzzles – Free online puzzles

Drama Online – Online plays

Online Courses

Open University

Vulture – Free Online Opera

DuoLingo – Learn a language for free. Forever.

Find inspiration right where you are

BBC – Earn a Blue Peter badge

BBC Bitesize

BBC Games

BBC Phonics

Cbeebies Radio

Crash Course – Videos

Crash Course Kids – YouTube

Find Out – Activities and quizzes

Kids English Games

Kids Maths Games

Kids Science Games

Redtedart – Arts and Crafts

Toy Theatre – Educational online games

Blockly Games – Learn computer programming skills – fun and free.

British Council School Resources

Kids Should See This – Educational Videos

Maths Learning

Mystery of Science – Free science lessons

National Geographic Kids

Nature Detectives

Oxford Owl – Education Resourse

Seneca – learn at KS2, KS3, GCSE & A Level

Tinkercad – From mind to design in minutes

Twinkl – School printouts

Virtual museum tours

World Geography Games

Big History Project 

GCSE/ A-Level/ KS2 and KS3 Resources

iDEA – develop digital, enterprise and employability skills for free

Ted Ed – Educational videos

Kids Yoga

 

Directory of Community Support for South Lakeland 

If you are self-isolating due to Coronavirus and feel at risk from a partner or family member in the home, don’t suffer in silence, talk to someone that can help. 

In an emergency, always dial 999 – if you are unable to speak always press ’55’ when prompted to confirm an emergency.

It is important to remember:

• Domestic violence and abuse can be actual or threatened and can happen on a regular basis or once every so often.
• It can happen to anybody, in different types of relationships.
• People suffer domestic abuse regardless of their age, gender, social group, class, race, disability, sexuality or lifestyle.
• The abuse can begin at any time – in new relationships or after many years together.
• Children are affected by domestic abuse both in the short and long term.

If you are a South Lakes Housing tenant you can contact us for support or for us to signpost you for advice. You can contact us by calling us on 0300 303 8540 or emailing: customerservices@southlakeshousing.co.uk

Support Services:

• Springfield Domestic Abuse Support- South Lakeland| https://springfieldsupport.org/ | 01539 720313
• Victim Support- supportline | https://www.victimsupport.org.uk/help-and-support/get-help/supportline |  0808 168 9111
• Women’s Aid | womensaid.org.uk | 0808 200 0247 (24hours) | www.womensaid.org.uk/information-support/ 
• Refuge (includes information for men) | www.refuge.org.uk | 0808 200 0247 (24 hours)
• National Domestic Violence helpline on 0808 200 0247 (24 hours)
• Men’s Advice Line- advice and support for men experiencing domestic violence and abuse.   |www.mensadviceline.org.uk |  0808 801 0327 
• GALOP (LGBT+ Domestic Abuse Helpline)  | https://www.galop.org.uk/domesticabuse/ | 0800 999 5428
• Mankind– advice and support for men experiencing domestic violence and abuse. | https://www.mankind.org.uk/ | 01823 334244
• Police 101 (non-emergency)
• Contact @CrimestoppersUK, anonymously on 0800 555 111

We understand that we are in uncertain and worrying times but the safety of our customers is our main priority. As we are all now spending more time at home it is essential that your gas appliances are working correctly and safely. There is a legal requirement, which hasn’t changed due to Coronavirus, for us to carry out essential gas safety checks in your home and these are vital to protect you and your family. For more information on our legal requirements for gas safety checks please click here.

If you have a gas safety check booked we will be in contact with you prior to an engineer arriving to ensure that it is safe for us to carry out the appointment and you are happy for the appointment to go ahead.

If you are a vulnerable customer and are self-isolating due to coronavirus please contact us and let us know so that we can reschedule your appointment to carry out the gas safety checks once the isolation period is over.

If your gas safety check is due, we will continue to contact you to arrange an appointment.

When a gas safety check is taking place we will follow these procedures:

• We aim to complete the appointment as soon as possible as your safety is our top priority.
• You are not required to be in the room whilst our gas engineer carries out the inspection.
• Our gas engineers will only enter rooms where they need to carry out inspections and will comply with social distancing.
• Our gas engineers will follow full Safe Systems of Work protocols and will follow all Public Health England hygiene guidelines. – They will leave your home clean and tidy and will sanitise any surfaces and areas they have come in contact with.

If you refuse access we will continue to contact you about your gas safety check, we will make a note and rearrange your appointment based on the information you provide us. We have a legal requirement to carry out important gas safety procedures.

If you can allow us access into your home to carry out these gas safety checks, please do. However, if you have any worries and wish to change your appointment or have any questions please do get in touch with us:

• Email: customerservices@southlakeshousing.co.uk
• Phone: 0300 303 8540

For more information regarding gas safety checks please visit the Gas Safe Register Website

Many customers are getting in touch about their rights to welfare benefits and money worries if they are affected in some way by Covid-19 (Coronavirus).

South Lakes Housing will:

• Offer advice and support to you about making any claim for benefits, including Universal Credit
• Look to make affordable and realistic repayment arrangements if you get into rent arrears

We’ve put together a quick guide to benefits for people who are affected by Coronavirus based on current Government advice, but how this affects you depends on your personal circumstances.

For further advice please contact our Income Management team on 0300 303 8540 or email customerservices@southlakeshousing.co.uk

Q. I could lose my job. What is a Furloughed Worker?

If your employer cannot cover staff costs due to COVID-19, they may be able to access support to continue paying part of your wage, to avoid redundancies. If they did this it would mean that you are kept on your employer’s payroll, rather than being laid off. Your employer could claim a grant of up to 80% of your wage for all employment costs, up to a cap of £2,500 per month. You will remain employed while furloughed and your employer could choose to fund the differences between this payment and your salary, but does not have to. If your salary is reduced as a result of these changes, you may be eligible for Universal Credit.

Q. I am at home ill due to the Coronavirus and won’t get paid. What help can I get?

The government announced that employees who need to self-isolate due to Coronavirus or are sick will have Statutory Sick Pay, paid from day one of their sickness/absence. Your employer will tell you if you are entitled to contractual sick pay. Statutory Sick Pay is £94.25 per week (£95.85 per week from April 2020) and can be topped up with Universal Credit, including an amount to help you with your rent. Those affected by coronavirus will be able to apply for Universal Credit and can receive up to a month’s advance upfront as a loan without physically attending a jobcentre.

Q. I am self-employed, what help can I receive?

Those who are self-employed can claim Universal Credit, providing the usual eligibility criteria are met. However, from 6 April the usual requirements of the Minimum Income Floor will be temporarily relaxed. This change will apply to all Universal Credit claimants and will last for the duration of the Coronavirus outbreak. New claimants will not need to attend the jobcentre to demonstrate gainful self-employment.

Q. What if I am not eligible for Statutory Sick Pay?

If otherwise employed but not eligible for Statutory Sick Pay, you may be able to claim New-Style Employment Support Allowance if you have paid sufficient National Insurance contributions and/or Universal Credit. The Government has announced that N-SESA will be available from day one as a temporary measure.

However, the Government has also announced a temporary extension of Statutory Sick Pay, to cover people who are unable to work because they have been advised to self-isolate, and people caring for those within the same household who display coronavirus symptoms and have been told to self-isolate.

Q. I’m already on Universal Credit, and I’ve started to get Statutory Sick Pay. What happens now?

Statutory Sick Pay is treated as earnings. The Department for Work and Pensions will automatically be informed of any Statutory Sick Pay received by the employee within the Monthly Assessment Period and your award will be adjusted accordingly. If you have been required by law to self-isolate, then you should also be treated as having a Limited Capability for Work and may be entitled to an extra allowance.

Q. I don’t currently get Universal Credit, but my wages have dropped due to me being absent from work because I’ve been affected by coronavirus?

Someone not currently in receipt of any means-tested benefits may find that their wages drop due to being absent from work as a result of the coronavirus. As long as you meet the general eligibility criteria for Universal Credit then you can make a claim for it. Whether you are entitled or not, and how much you are entitled to, will depend on your personal circumstances and income, so please get in touch with us to find out more.

Someone who is currently in receipt of a means-tested benefit, and whose wages drop due to being absent from work due to the coronavirus, may be better off if they claim Universal Credit if eligible. The Department for Work and Pensions has stated that those affected by coronavirus will be able to apply for Universal Credit and can receive an advance without physically attending a jobcentre. People who need to claim New-Style Employment Support Allowance or Universal Credit because of the Coronavirus will not be required to produce a Fit Note.

Q. What about Jobcentre appointments?

As from 19th March, 2020 people in receipt of benefits do not have to attend jobcentre appointments for at least three months. People will continue to receive their benefits as usual, but all requirements to attend the jobcentre in person are suspended. Jobcentres will remain open, in particular for those unable to use the telephone or apply for benefits online.

Q. I get Universal Credit and other benefits. I’m worried about missing appointments and being sanctioned if I’m affected.

The DWP has announced that it is suspending all planned reviews and assessments of benefit claims for the next three months. This includes Universal Credit, Employment Support Allowance, Personal Independence Payments, Disability Living Allowance and Attendance Allowance. It should be noted however that this suspension only applies to DWP initiated ones. Tenants should continue to notify any changes that could have a material effect on their benefit entitlement. For example, in the case of Universal Credit, tenants will still be expected to report changes via their online journal that impact on, their rent charge, family make-up, income etc. as normal. Similarly, if someone claiming DLA or PIP experience a worsening of their illness or disability, this needs to be reported as well, preferably as soon as this happens.

People who need to claim ESA or Universal Credit because of coronavirus will not be required to produce a fit note.

If people tell the DWP in good time that they are staying at home or that they have been diagnosed with Coronavirus, they will not be sanctioned. The DWP should review the conditionality requirements in your claimant commitment, to ensure they are reasonable. Customers who are staying at home as a result of coronavirus will have their mandatory work search and work availability requirements removed to account for a period of sickness

Q. I am in receipt of Disability Benefits. What do I need to do?

If your Personal Independence Payment award is due to be reviewed, claimants do not need to do anything. The Department for Work and Pensions will extend the current award and contact later to review Personal Independence Payment claim.

If a claimant has returned the Award Review form the Department for Work and Pensions will extend current award and contact later to review Personal Independence Payment claim

If a claimant is currently in receipt of Disability Living Allowance Adult and has been invited to claim Personal Independence Payment, they do not need to do anything and do not need to make that claim. The Department for Work and Pensions will extend their Disability Living Allowances Adult award and payments will continue. The Department for Work and Pensions will contact claimant in the future about claiming Personal Independent Payments

If a Personal Independent Payment claimant has received a PIP2 form but is unable to return it as they cannot get assistance to complete it or leave their property to post it back to The Department for Work and Pensions, the claimant has have been given an extension to 90 days from when the form was issued.

If a claimant has received an AR1 form but is unable to return it as they cannot get assistance to complete it or leave their property to post it back to the Department for Work and Pensions the claimant doesn’t need to do anything.  The Department for Work and Pensions will extend the current award. The Department for Work and Pensions will contact claimant later to reassess Personal Independence claim.

If a claimant is due to attend a face to face assessment and hasn’t been contacted by anyone to cancel the appointment the claimant must not attend, they should await contact from the assessment centre. They may be invited to do a telephony assessment and should take part in this where possible

The Department for Work and Pensions are very aware that for some claimants, particularly those with certain health conditions or disabilities, it may not be possible to carry out assessments over the phone. In addition, there may also be cases where the paper-based evidence is limited. DWP are therefore urgently working to identify the best approach in these circumstances and will take all steps possible to ensure individuals can access the financial support they are entitled to.

Q. How will claims be processed if are there no face to face assessments?

The Department for Work and Pensions has suspended all face-to-face assessments in order to safeguard the health of claimants and staff members. IAS and Capita will be in contact to advise what the next steps and alternatives in their assessment are.

Q. As No Face to Face Assessments are taking place does this mean Personal Independence Claims won’t be processed?  

No,  the Department for Work and Pensions will continue to accept and process New Claims to Personal Independence Payments without the need for the face-to-face assessment using the information claimants you have already sent to in to make decisions on claims, alongside any other information held already, and will be in touch with claimants if necessary. For existing claimants, benefits will remain in payment while alternative arrangements are put in place.

Q. What about my rent? How will I pay it if my wages drop?

A claim for Universal Credit includes the Housing Cost Element which reflects the rental liability on your property. If you are already claiming Universal Credit with the Housing Cost Element, therefore, you will need to advise the Department of Work and Pensions, through the Universal Credit helpline or via your on-line Journal that your income has changed. Similarly, those claiming Housing Benefit will need to contact South Lakeland District Council to let them know that their income has changed. The Housing Benefit award will then be adjusted accordingly. The Benefits Team at South Lakeland District Council can be contacted on 01539 793200.

Q. Can I get help with the Council Tax?

Depending on your circumstances, you may qualify for Council Tax Reduction. For more information and to make a claim see https://www.southlakeland.gov.uk/council-tax-and-housing-benefit/council-tax-reduction-scheme/who-can-apply-for-council-tax-reduction/

Q. What can I do about my bills and debts if I can’t work or my pay has dropped due to Coronavirus?

If you have any bills or other payments that you cannot afford, please speak directly to those such as your Gas and Electricity suppliers, United Utilities, or other creditors straight away to explain your situation. Not all creditors have announced what they’re planning to do for their customers if they’re affected by Coronavirus. However, they will likely be willing to be flexible and supportive to try to prevent customers from getting into financial difficulty. Don’t delay getting in contact with them.

Links to more information

Statuary Sick Pay https://www.gov.uk/statutory-sick-pay

New S https://www.gov.uk/guidance/new-style-employment-and-support-allowance

UC https://www.gov.uk/government/publications/universal-credit-and-you/draft-uc-and-you

Claiming UC https://www.gov.uk/apply-universal-credit

Help to Claim     https://www.citizensadvice.org.uk/about-us/contact-us/contact-us/help-to-claim/

The Government has placed a new duty on individuals to self-isolate if someone tests positive or is identified as a contact by NHS Test and Trace. To support those on low incomes who cannot work during their self-isolation period, a Test and Trace Support Payment of a £500 lump sum payment has been introduced.

Who is eligible

In order to be eligible for the Test and Trace Support Payment you must:

• have been asked to self-isolate by NHS Test and Trace either because you have tested positive for coronavirus (COVID-19) or have recently been in close contact with someone who has tested positive
• be employed or self-employed
• be unable to work from home and will lose income as a result
• be currently receiving Universal Credit, Working Tax Credit, income-based Employment and Support Allowance, income-based Jobseeker’s Allowance, Income Support, Housing Benefit and/or Pension Credit.

If you are not receiving one of the qualifying benefits but are on a low income and self-isolation will cause you hardship, or you do not currently have Recourse to Public Funds, you may still be entitled under a special discretionary scheme.

To be considered for the discretionary scheme you need evidence that:

• your household is on a low income. We will look at whether your level of household income for the period of self-isolation would normally be eligible for state benefits
• you have basic living costs that you cannot meet such as rent, food, fuel etc and don’t have savings or other income to meet these costs

Who is not eligible

You will not be eligible for this scheme if you:

• are quarantining after travelling abroad (unless you test positive during the 14-day quarantine period)
• continue to receive full wages while you self-isolate
• can work from home during a period of self-isolation
• are no longer required to self-isolate. eg your period of self-isolation ended before the scheme was launched on 28th September 2020
• have not received a notification from NHS Test and Trace telling you to self-isolate

Apply for a test and trace support payment here.

We’re here to help

Whilst we may be in unprecedented times at the moment due to the coronavirus outbreak, we are still here to help.

It’s important to tell us if you are experiencing problems with paying your rent due to Coronavirus as there is a range of help available.

We have a friendly and knowledgeable team who are able to provide specialist advice on claiming benefits, repayment plans and who can signpost you to local and national help available.

Rent Payments

Rent is still being charged as normal and we would encourage you to continue to pay your rent in full where possible. Paying as much rent as you are able to is better than paying nothing at all. We would encourage you to continue to do this to reduce your arrears, if you have any, and to avoid any action in the future.

We realise you may need help from benefits to do this and our team are able to provide you with guidance on which benefits you may be eligible for.

If you’re unwell or can’t work because of coronavirus we want to reassure you that no one will lose their home or face enforcement action as a result of financial hardship caused by the virus.

Next Steps

If you are worried about falling into rent arrears because you can’t pay us in the short term due to Coronavirus, contact us to set up a payment plan as soon as you can. You can contact the Income Team on 0300 303 8540 or customerservices@southlakeshousing.co.uk

If your income has reduced, for whatever reason you may need to make a claim for Universal Credit.  Please do not put off applying for Universal Credit as you only receive help from the date you apply.

For information about Universal Credit please follow this link https://www.gov.uk/government/publications/universal-credit-and-you/draft-uc-and-you

And how to make a claim https://www.gov.uk/universal-credit/how-to-claim

You should be aware that people making new claims for Universal Credit will no longer need to call the Department of Work and Pensions as part of the process. Instead, the DWP will proactively call claimants if they need to check any of the information provided as part of the claim.

Don’t delay, claim today

Council Tax Support

If your income has reduced you may be eligible for support in paying your council tax.

If you are already claiming but your income has changed, you will need let your council know there has been a change of circumstances so they can re-assess your claim.

Visit South Lakeland District Councils website: https://www.southlakeland.gov.uk/council-tax-and-housing-benefit/council-tax/

Gas and Electric Support

The government have launched an emergency package with energy suppliers to ensure you don’t face any additional hardships in heating or lighting your home during the coronavirus outbreak. If you are struggling with money problems or are repaying a debt, options will include:

• reviewing bill payment plans, including debt repayment plans
• payment breaks or reductions in how much you pay
• giving you greater time to pay
• in some cases access to hardship funds.

 

Contact your energy supplier if you have a prepay meter tell them your self-isolating. They will send you out two weeks’ worth of gas/electricity or if you have a smart meter they will top you up.

British Gas– 0333 202 9802

EDF– 0333 200 5100

Eon– 0345 052 000

N Power– 0800 073 3000

Scottish Power– 0800 027 0072

SSE– 0345 026 2658

Water Support

United Utilities have published the following advice:

“We wanted to let you know what we’re doing in response to the Coronavirus outbreak to protect our staff and customers.  We’re following the government health advice to make sure our customers and our colleagues stay safe and we are putting all the necessary measures in place to ensure this advice is followed by everyone. We understand this is a challenging time and we’ve put our robust business continuity plans into action so we can make sure we can still supply our water and wastewater services to all customers across the North West. Advice from the World Health Organisation is that the water treatment process – specifically the addition of chlorine which is routinely used for disinfection – will kill the virus. Remember, only flush the three Ps – pee, poo and paper. Please do not flush any kitchen roll, wet wipes or newspaper down the toilet as these can cause major blockages in the sewers”.

You can find more information on their website: https://www.unitedutilities.com/Coronavirus-update/

 

As part of our commitment to keeping customers and colleagues safe during the coronavirus pandemic, SLH has updated risk assessments and guidelines which you can find here. Staff and unions have been consulted and also been provided with copies.

Risk Assessments 

Covid-19 Global Risk Assessment

Covid-19 Risk Assessment- Staff Working at Home

Covid-19 Risk Assessment- Staff Working in the Office

Covid-19 Risk Assessment-  Staff Working in the Estates and Community

Covid-19 Risk Assessment- Use of Depot and Material Suppliers

Easy to Read Guidance

Working from Home- Covid Secure Workplace

Working Away from Home- Covid Secure Workplace

Working in Estates and the Community- Covid Secure Workplace

Person to Person Meetings- Covid Secure Workplace

Working in Estates and the Community- Covid Secure Workplace

Depot and Material Suppliers- Covid Secure Workplace

If you are affected by coronavirus or its effect on the economy, there is a wide range of support available.

These pages provide information about the changes the government has brought in to support people who are already claiming benefits, need to claim benefits, or are at risk of losing their job as a result of coronavirus.