Chat Live Now

Live Support

Our Agents are available 09:00- 17:00 Mon-Fri

CORONAVIRUS- YOUR FREQUENTLY ASKED QUESTIONS 14.04.20 | South Lakes Housing

CORONAVIRUS- YOUR FREQUENTLY ASKED QUESTIONS 14.04.20

We have put together some frequently asked questions to help explain how we are responding to the coronavirus outbreak. We will continue to update this page should we need to change our response as the situation evolves.

Q. What should I do to avoid catching coronavirus?

We recommend that you follow the official medical and health advice that the government have provided. You can find the latest advice at more at www.nhs.uk/conditions/coronavirus-covid-19/ and www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response.

Q. Will coronavirus impact the services South Lakes Housing can deliver?

South Lakes Housing has contingency plans in place to allow us to continue to provide essential services to you in the event that a significant number of staff become unwell.  SLH colleagues will be working from home and using telephone and other digital methods if they need to contact you instead of visiting your home or face to face meetings.

We will now only be carrying out emergency repairs.  We will work with you to assess each situation to respond suitably. All non-essential work will be postponed and you will be contacted if you have an appointment booked.

Please continue to check our website for the latest updates.

Q. What is an emergency repair?

  • Any fault which could lead to death or injury of occupants, visitors or public
  • Any fault which could seriously endanger the health of occupants, visitors or public
  • Any fault which could cause extensive damage to our property

Q. If I get sick due to coronavirus, will you still come to do repairs at my home?

Before visiting your home, an SLH staff member will contact you to ask if you have any symptoms or are self-isolating. We will only carry out emergency repairs that present an immediate risk to safety, security or health in homes where a member of your household has symptoms of the coronavirus. We require that the person with symptoms remains in a separate room for the duration of the emergency repair being carried out. Normal timescales for carrying out work may be affected and will be dependent upon staffing levels.

Q. Is your reception open?

Our reception is now closed. You can still get in touch with us over the phone on 0300 303 8540, email, customerservices@southlakeshousing.co.uk website and social media channels.

Q. What will you do if I have difficulty paying my rent because my income is reduced due to the impact of coronavirus?

If you are struggling to pay your rent, please contact our Income Management Team as soon as possible on 0300 303 8540. They will be able to advise you on how to make a claim for appropriate benefits and can arrange a suitable repayment agreement with you to address any outstanding arrears.  We will approach this on a case-by-case basis to help people through this challenging time.

Q. Government guidance suggests that I am in a vulnerable group- what does this mean?

The Government has said that persons over 70, those with underlying health conditions and pregnant women should put additional measures in place to protect themselves. Further advice will be issued by the government who is moving to advise this group to self-isolate. For SLH this means we will be limiting visits to your home for an emergency and essential repairs only.

The Government have launched a service where extremely vulnerable people can get help getting deliveries of essential supplies like food. You can register yourself, or on behalf of someone else here: https://www.gov.uk/coronavirus-extremely-vulnerable

Q. Are there any specific measures being put in place in Sheltered Schemes?

As many residents of sheltered schemes are at risk we will be limiting visits to all residents of these schemes to emergency and essential repairs only. We advise residents to ask visitors to limit their visits and not to enter the building at all if they have symptoms of the virus. We are also strongly recommending that residents do not use communal facilities and do not hold any social gatherings. We have adjusted the cleaning of the communal entrances/ lounges, however, it is up to residents to limit their use for their own protection. All sheltered scheme residents will be contacted by phone to explain this more fully during the next few days.

Q. I am wanting to apply for housing/ I am waiting to be allocated a vacancy- what does this mean?

Due to the impact of Coronavirus South Lakes Housing, along with the other Cumbria Choice partners, will not be advertising any vacancies until further notice.  Anyone wishing to apply for housing can continue to register and their application will be processed, however, please bear with us as this may take longer than normal.  Existing customers, please remember to keep your Cumbria Choice application updated with any changes in your circumstances.

Vacant properties are not being re-let at this time.  If you have bid on a property and expect to receive an offer you will not now be contacted.  Once normal service resumes, properties which have previously been advertised will be offered from the original shortlists.

If you are homeless or threatened with becoming homeless, please contact South Lakeland District Council on 01539 733333.

If you have any queries please contact the Housing Options team on 03003038540.

Q. What community support are you offering?

We will be carrying out welfare calls to our tenants who are over 70 and are vulnerable providing them with advice and signposting them to the various voluntary groups that have been set up within their community.

If you have any concerns of support needs about yourself or those close to you, please don’t hesitate to contact us to see if we can help.

The following websites contain useful guidance: