We are closely monitoring the coronavirus situation and how it could affect our customers and workforce, and taking steps to prioritise the safety and well-being of our residents, service users, and staff in the delivery of our core services.
Please be reassured that our teams will be following the latest advice from government and Public Health England if they need to visit you in your home.
For more details, please go to the government website.
If you are feeling unwell, please use the NHS 111 coronavirus website for what to do rather than using the telephone number.
We understand that this is a worrying time, but please be assured that we will follow the latest guidance and continue to provide you with regular updates and support you in the best way we can.
If you have any concerns, please email CoronaVirusInfo@emhgroup.org.uk
Your latest FAQs (Friday 27 March at 16:00)
Q. I have an emergency repair that needs doing and I am worried that when you come to do the repair you will bring the coronavirus into my home. What are your staff doing to make sure this does not happen?
A. To keep our tenants and staff safe, we have created new risk assessments, safe systems of working, and training material that have been issued to all our operatives. In the current environment we are only responding to emergencies and the most urgent of calls using a small team of specially trained tradespersons who are all equipped with the right personal protective equipment (PPE) and sanitising materials. To protect our staff and limited supplies we ask that tenants only report the most urgent of repairs.
Q. My neighbours seem to be having lots of visitors in and out of their home, and some have even been holding barbeques. What are emh homes doing about tenants that are not following the government rules?
A. We do not have the same powers as the police. If you are concerned that your neighbours are not following the guidelines on social distancing issued by the government, we suggest that you contact your local police force via their website. Please only use 999 for emergencies and 101 for urgent enquiries.
Coronavirus scams (Thursday 26 March at 12:00)
During this period of uncertainty regarding the coronavirus, it appears that there are some people who are taking advantage of the situation and targeting the most vulnerable.
Leicestershire Trading Standards has been alerted to reports that people are offering to buy essentials on behalf of the elderly and vulnerable who are self isolating, and then taking money and not bringing any goods back to them.
We do not want to discourage anyone from helping their neighbours or family members in this time of need, and we do not want to breed distrust in those genuine members of the community trying to assist others. We simply ask that you remain cautious and take note of this basic advice should someone call on your door:
- try to only deal with people you are familiar with
- if the person says they are from a community group/organisation, ask to see some ID or verify their identity by calling the organisation directly
- only buy the essentials in this manner, keeping the amount of money to a minimum
- do not hand over a bank card - use cash only
We have also been advised that scammers are offering door to door coronavirus testing on behalf of the NHS or your GP. Please be warned these are not legitimate. If anyone knocks on your door claiming to be conducting the tests, please call the police.
Even if you do not live in Leicestershire it is likely that there will be people carrying out these scams in other parts of the country.
Please stay vigilant.
Tenancy Services Update (Wednesday 25 March at 14:00)
We want to do all we can to support the latest strict measures announced by the Government to ensure the safety of our residents and staff. Our teams are currently working remotely, and we regret that we are only able to offer a limited service.
The changes to our service are as follows:
- We cannot accept any new mutual exchange applications as we are only offering emergency repairs and visits
- Welcome visits for new residents will be carried out by phone
- We will not be carrying out any estate inspections and encourage you to contact us to report any hazards
- Customer queries around tenancy and housing matters will be dealt with by phone
- For sheltered residents wellbeing checks will be carried out by phone
- Anti-social behaviour investigations will be carried out over the phone
Reports about anti-social behaviour can be made via our firstname.lastname@example.org email address. This is monitored regularly throughout the day and we will respond to you as soon as we can.
We will keep you updated as things change. You can message us via myhomeonline or in an emergency call our Customer Services Team on 0300 123 6000.
Thank you for your continued support and understanding.
Urgent: Repairs Service Update (Tuesday 24 March at 15:00)
We want to do all we can to support the latest strict measures announced by the Government to ensure the safety of our residents and staff. We will therefore only be carrying out emergency repairs and essential works, such as gas servicing, until such time as Government restrictions change. We will continue to keep you updated of further changes as they arise, and would like to thank you for your support during this difficult time.
You can report emergency repairs by calling our Customer Services Team on 0300 123 6000.
FAQs (Monday 23 March at 11:00)
Here are the answers to frequently asked questions about how we are maintaining our services and helping keep you safe, reassured and informed at this time.
Q. I can’t work because of the coronavirus and I am struggling to pay my rent. What can I do?
A. We will work with customers who are facing financial hardship due to coronavirus. Support is available and where appropriate we will agree temporary adjustments to rent payments. No-one will be evicted who falls into rent arrears because their own income has been affected by coronavirus. We have specialist Financial Inclusion officers who help residents who are struggling to manage their money. If you would like to speak to one of them please e-mail us at email@example.com or telephone 0300 123 6000.
Please be aware that due to staff working remotely, customers may be contacted by mobile phone.
We welcome the fact that the government has extended Statutory Sick Pay to people affected by coronavirus. However, if you are not eligible, we urge you to claim Universal Credit or Employment and Support Allowance. We can help you do that if you need us to.
We also work closely with Citizens Advice, who offer help and support for our residents in financial difficulty. If you need their help with your finances, please contact them directly.
Q. If you cancel my appointment because I am unwell or self-isolating, when will my new one be?
A. We are doing all we can to keep our residents safe and our services up and running. We will be ringing ahead before we attend to complete a repair. If you are unwell or self-isolating and your repair is urgent we will re-book it for you and will attend after your self-isolation period is over. If we have to cancel a routine appointment because you are unwell or self-isolating, we will ask you to get back in touch when you are feeling better to arrange a new appointment.
Q. Even though I am self-isolating, my repair is urgent. When will it be done?
A. If you are ill but your repair is an emergency, such as a major leak or boiler failure, we will put special measures in place to get your repair done. Where possible, our maintenance team will wear special protective clothing to be able to carry out the work urgently. If for any reason this is not possible, we will talk to you about whether there is another way we might be able to gain access and sort the issue.
If more of our staff have to take time off work, we will make changes so we can focus on emergency repairs.
Q. I am due to collect the keys for my new home. Can I still do this?
A. Yes, but we will ask you to call us on the day to confirm that you are feeling well. We will ask you a set of questions including if you are self-isolating.
If you are unwell, we will ask you to get back in touch with us when you are feeling better so that we can arrange a new appointment with you.
Q. Can I still visit my relatives and friends in emh homes’ schemes?
A. No, everyone should follow the government advice and stay at home.
Q. Will the offices close?
A. Our offices will be closed to the public until further notice:
- 1 Barton Close, Grove Park, Enderby
- Service & Information Centre, Bath Street, Ilkeston
- Longfield House, Hallam Fields Road, Ilkeston
- Jubilee House, Stenson Road, Coalville
- Memorial House, Stenson Road, Coalville
We will still be contactable via our website and myhomeonline, or you can message us through our Facebook page or call us on 0300 123 6000.
We anticipate that during this time our phones will be busier than usual and advise you to call only if your query is urgent.