We are pleased to announce that from Monday, 10th August, customers calling to report a new repair will be offered a mutually agreed appointment date and either an AM or PM appointment slot over the phone at the first point of contact. Wherever possible we will attempt to complete all repairs within our standard timescales however on occasions we may need to operate outside our normal standards of service as we continue to work towards resuming a normal service. You will be offered the earliest appointment date available to the time of your call.
Since our last update, the repairs team have been working with customers to reschedule non-emergency repairs requested during lockdown whilst also undertaking new repair requests. We would like to take this opportunity to thank our customers for their continued co-operation, patience and support during this difficult time.
Due to the thorough risk assessments that have been carried out by our Health & Safety Team to ensure the safety of our customers and colleagues, our Tenancy Services Team are now in a position to complete visits in tenanted properties.
This means that we will be carrying out mutual exchanges from Friday 31st July.
This includes the administrating of previously registered exchanges before the lockdown and new applications.
If you have any questions, please do not hesitate to contact us.
We thank you for your continued patience whilst we continue to keep our customers and colleagues safe.
In light of the latest Government announcement regarding the updated social distancing measures, our Tenancy Services team wish to remind you of the following:
The Government guidance is still stay home as much as possible, limit contact with other people and keep 2 meters distance if you do go out.
We kindly ask residents to adhere to all the Government guidance and ensure that you are mindful of maintaining social distancing. Social gatherings are still not permitted.
Control the virus
By staying alert and following the guidance, residents can support the Government to control the spread of the virus. Residents are encouraged to stay safe and take precautions when leaving their homes and taking part in exercise. By ensuring that your household only permits essential visitors (carers, food deliveries) you are in control of your visitors, maintaining a safer environment for you and your family.
Maintaining social distancing and sticking to the guidance will give us all the best chance to save lives.
Our Tenancy Services team have worked with residents to provide advice and guidance on adhering to the Government guidelines. In cases where significant risk is posed to others, our Housing Officers have taken action to enforce our tenancy conditions to protect residents from anti-social behaviour, noise nuisance and large gatherings. We will continue to do this throughout this period to ensure the safety and comfort of all our residents.
The Government has now made changes to its guidance on letting properties. The guidance now allows activities associated with letting properties such as:
- visiting estate or letting agents, developer sales offices or show homes
- viewing residential properties to look for a property to buy or rent
- preparing a residential property to move in
- moving home
- visiting a residential property to undertake any activities required for the rental or sale of that property
Trent & Dove have been developing safe working practices in readiness to start letting properties again. Our priority has always been and will remain, keeping customers and staff safe.
We will be contacting people to begin letting properties. To make sure we approach this is a controlled and measured way we will be working through a priority order.
You can find more information on how to join our housing register here.
We would like to remind you that our tenancy services team is still fully operational, and our Housing Officers are currently working remotely.
Unfortunately, due to the Government restrictions on Social Distancing we are unable to carry out any face to face visits until further notice. However, we encourage you to report any concerns that you have to us as you normally would.
- We are continuing to actively investigate all incidents/allegations of breach of tenancy conditions, this may involve us contacting customers via the telephone or by letter.
- Whilst we are not carrying out home visits, we will continue to carry out full investigations and appropriate action will be taken against perpetrators.
- We are continuing to work jointly with our partner agencies to provide safer communities and offer support to vulnerable residents.
If you would like to speak to your housing officer and you do not have their direct contact details, you can do so by calling 01283 528 528, by sending us a private message on Facebook or by filling in a form by clicking here.
Once again, we thank you for your continued patience and support during this time.
Update 2 - 02/04/20
We have put together some advice for those of you who use a communal laundry room.
Please ensure that you follow the measures carefully to protect you and your neighbours.
Thank you for your continued patience.
We have been given clear guidance on what is required of us in regards to gas safety. The Government is still enforcing the legal requirement for Landlords to carry out gas safety inspections and require us to fully comply with the Gas Safety (Installation & Use) Regulations.
This is to ensure the safety for you in your home and we are working closely with J. Tomlinson who is following all of the Government guidance and updating their working practices as necessary.
They are also taking additional precautionary measures to ensure that you and their engineer’s safety is put first.
If we need to visit you, we will make sure that our colleagues are well protected, clear down any areas of work, and keep a safe distance from you during our visit.
Important update to our lettings process
We have temporarily suspended all house moves. We will continue to advertise any available properties and where possible offers will be made. However, no viewings or sign-ups will be undertaken whilst the current Government issued restrictions are in place.
Termination of tenancies
You can still end your tenancy during this time however we will not be carrying out property inspections for transfers. We would recommend where possible you do not terminate your tenancy unless it is a last resort.
If you were due to terminate your tenancy in the next 4 weeks please remain in your property until further notice. We will extend your notice period until such a time as we resume a full lettings service. We will contact you to confirm when full service resumes.
If you have already moved out and it is essential for you to return your keys, please use the secure post box (outside the main reception) at either our Burton or Uttoxeter site. Please place your keys in an envelope with your:
- Former property address; & name
- Phone number; and
- Forwarding address
We will notify you once we have received them, however, due to the current situation this may take longer than usual.
We thank you for your patience and cooperation at this time.
Due to many of our colleagues currently working from home, we will only be able to open and send post on a Tuesday and Friday each week. This may slow our responses and payment of any cheques received.
If you need to send over any documents to us, we also have a secure postbox at both of our receptions in Burton and Uttoxeter. These will also be opened on a Tuesday and Friday. Please do not leave any personal documentation such as passports and birth certificates in the postboxes. You can send these over to us by scanning them in or taking a photograph and emailing them to: Enquiries.email@example.com
We apologise for any inconvenience this may cause and thank you for your continued patience and understanding during this time.
Following the Prime Minister's speech last night we are currently taking steps to reorganise. We already have some colleagues working from home, please bear with us whilst we increase these numbers.
Please be assured we are doing everything we can to keep our essential services running as smoothly as possible in the current circumstances.
We thank you for your support and understanding at this time.
The decision to move to an emergency repairs service only.
With immediate effect, we will be carrying out emergency repairs only. This decision has been made to ensure the continued safety of both our customers and colleagues. We will continue to monitor government advice and keep you updated.
We appreciate that this may cause some inconvenience, however, please be assured we will undertake any essential repairs necessary to ensure your home is safe. Colleagues entering your home will do so in accordance with our guidance on preventing the spread of the coronavirus.
For information on what is classed as an emergency repair please visit our website pages on this.
We thank you for your continued understanding.
We appreciate that Coronavirus is of growing concern, the health and wellbeing of our customers and colleagues is very important to us.
In line with Government guidance, we are continuing to operate but will be taking additional precautionary safety measures.
To help combat the spread of COVID-19, we will continue to:
- Educate our colleagues on prevention
- Emphasize frequent and proper handwashing
- Clean high contact points more frequently
- Provide hand sanitizer
- Reduce non-essential training
- Reduce non-essential travel
- Allow working from home where it is possible to do so.
To keep you and our colleagues safe and in line with the latest Government advice we will also be making some changes in the way we operate. Please be assured that our colleagues will be working hard to ensure that, where possible we only make changes to services that are absolutely necessary and in line with Government policy.
From Tuesday 17th March at 5pm our offices at Trinity Square, Burton and Church Street, Uttoxeter will be closed until further notice.
We will still be contactable via our website, you can message us through our Facebook page @TrentandDove and by phone on 01283 528528.
We anticipate that during this time our phones will be busier than usual and advise you to only call if your query is urgent.
Firstcall telecare service
We will still be responding to alarms raised (by pressing your pendant button or activation by a sensor such as smoke detectors, fall sensors, etc.) We will arrange for any emergency assistance you may require.
From 9am, Thursday 19th March, we will be temporarily suspending all home visits. We will be carrying out safe and well checks and equipment testing by phone only. Due to the vulnerability of our customers, and in line with government recommendations, we will not be visiting your homes until further notice. We will be contacting all customers of the service with further information.
These measures will remain in place until we are advised to do so by the Government health advisors.
We sincerely apologise for any inconvenience these additional measures may cause.
We will continue to monitor official guidance from the UK Government and Public Health England carefully. We’ll continue to post information on our website and on Facebook to make you aware of any changes to our services should this be needed.
For the latest information and guidance on the Coronavirus, the NHS has issued up-to-date medical advice on its website: www.nhs.uk/conditions/coronavirus-covid-19/
Please note that information is being updated on a daily basis. We will endeavor to ensure that this page is kept as up to date as possible.
Information first published 17/03/20.