Coronavirus service update

You can still report emergency repairs, talk to us about your rent or urgent tenancy matters and access our support services. We’re operating a reduced service for anything else.

More info

Coronavirus (COVID-19) - Frequently Asked Questions

31st March, 2020
gwilliams
Company

Contact us

Are the offices still open?

Our offices are now closed to the public and our colleagues until further notice.

How can I contact you?

We are doing everything we can to support you, our colleagues and communities through this challenging time.

You can still report emergency repairs, talk to us about your rent or urgent tenancy matters and access our support services. We’re operating a reduced service for anything else.

Email: hello@connexus-group.co.uk

Social Media: @weareconnexus

Are staff still working?

Our staff, where possible are working at home to stay safe and to continue providing essential services to customers.

Repairs

Are you still completing repairs?

We will only be carrying out vital emergency appointments and gas servicing work during this time.

What is an emergency repair?

Emergency repairs are those repairs that have an immediate health, safety and security risk. Click here to find out more.

My appointment has been cancelled, will it still go ahead?

All non-essential repairs appointments will be cancelled until it is safe to carry them out at a later date.  If you had an appointment scheduled we will contact you when we are able to get this booked back in for you.

Grounds Maintenance 

Will my grass be cut?

Yes. On Monday 18th May our grounds maintenance teams began to return to work, working safely in line with government guidelines. As you can imagine there is a backlog of grass to cut and outside areas to maintain. We thank you for your patience.

Service Charges

Will I get reimbursed?

Connexus will reimburse tenants next year by amending the 2021/22 service charges to reflect the disruption to services.

Rent

I'm concerned about paying my rent

These are challenging times and we recognise that some of our customers incomes may be affected and this will cause concerns about paying rent. We aim to do everything we can to support our customers and help them remain in their homes.

Can I contact you about paying my rent?

Yes. If your income has been affected due to the coronavirus and you need to talk to us please call 03332 31 32 33

Will I be evicted if I can not pay my rent due to COVID-19?

The government has announced a radical package of measures to protect renters and landlords affected by coronavirus. As a result, no renter in either social accommodation will be forced out of their home during this difficult time and Connexus fully support this.

Support

Communal areas & centres

We have closed our community areas in our Independent Living Schemes following the government's guidance on social-distancing, If you have an urgent enquiry please email us at hello@connexus-group.co.uk or call us on 03332 31 32 33

Drop-Ins & Job clubs

We have suspended our Housing Support Drop-Ins and Job Clubs following the government's guidance on social-distancing, If you have an urgent enquiry please email us at hello@connexus-group.co.uk or call us on 03332 31 32 33

I'm self-isolating but need support

If you are self-isolating and need our support urgently please email us at hello@connexus-group.co.uk or call us on 03332 31 32 33. If you required medical attention please call 111 or in an emergency 999.

Lettings & Mutual Exchange

Can I still move house?

To help reduce the spread of the infection, the government is recommending that as far as possible, people should delay moving to a new home while emergency measures are in place to fight the coronavirus.

In line with the government’s advice to stay at home and away from others, we have paused all non-essential allocations and lettings which includes mutually exchanging properties to help reduce the spread of the infection while emergency measures are in place.

What is essential?

Essential activity deemed to be in the public interest would include:

  • supporting victims of domestic abuse and people fleeing other forms of violence
  • preventing severe overcrowding
  • facilitating move-on from temporary accommodation
  • facilitating discharge from hospital to free-up bed space for others requiring care
  • supporting those living in unsafe accommodation, or without settled accommodation, which poses
I've applied for a mutual exchange, will this still go ahead?

If you have applied for a mutual exchange we are seeking customers agreement for this to be delayed, unless deemed essential until the emergency restrictions have been lifted so we can all play our part in keeping the community safe.

Latest update

On 18th May the government published an open letter on their website setting out the measures that are in place to support you during the next phase in tackling coronavirus.

We want to reassure you that we are committed to supporting all of our customers in these challenging times and are working towards resuming our services as soon as it is safe to so do for both our customers and colleagues, in line with government guidelines.

Our grounds maintenance team have begun to phase back to work alongside our repairs colleagues who are still carrying out essential repairs on homes. From next week, we will start letting homes again and customers can continue to use the choice based lettings schemes in operation to bid on properties.

If you need our help or have a question please contact us.

You can read the letter here