We have condensed all our 2020 updates about restrictions and changes to our services during 2020 on this page. With most recent first, scrolling down to our initial updates from early March 2020. 

October 2020 Tiered Restrictions and our Services 

The Scottish Government’s tiered restrictions announced in October has given us all guidance for the months ahead about how we will play our part, region by region, to reduce the spread of the virus in Scotland during the winter months.

We’ve looked at the levels laid out in the guidance to see how these may affect the services Caledonia provides to you. Because of the measures we have introduced  you should not see any significant change from the current levels of service we are providing, even if your region does move up or down the tiered restrictions.

Here’s a recap on our current working practices and the changes to our services to ensure we are doing all we can to prevent the spread of the virus:

Remote working remains the default position for our teams, in line with Scottish Government guidance, meaning we will try to deliver tasks or service requests remotely without the need for contact or a visit.

  • Our main and scheme offices remain closed to staff, customers & the general public
  • Our teams are working remotely and are available to help with all your enquiries – please do not hesitate to contact us
  • We are able to continue to complete emergency and reactive repairs in all tiers (remember safety & social distance measures must be followed)
  • In tier 4 our non safety based planned and cyclical maintenance inside homes will be paused as this is not classed as essential
  • Staff in our Very Sheltered developments are continuing to work at schemes and to provide much needed support for residents
  • Our Retirement scheme staff are also working remotely but remain in contact with residents and visit to undertake equipment & safety checks
  • A common area cleaning service is being provided by our Home Help and Estates Services
  • Home moves are permitted and contractors (such as removal firms) may assist
  • To keep everyone safe visits or personal contact will only be considered in essential situations & strictly by appointment (not recommended in tier 4)
  • Screening checks for Coronavirus symptoms will be done
  • Social distancing must be observed
  • Measures for hand hygiene and coughing etiquette will be undertaken
  • Personal Protective Equipment will be worn if appropriate
  • Records of contacts will made for track and trace requirements
  • A visit will be declined or ended if measures are not followed.

We would like to thank you for your understanding in these difficult times and for helping us to help you and our staff stay safe.

22nd September 2020 Update

We are checking the services we provide to make sure they comply with the Scottish Government's increase in restrictions, announced today, to make sure we are doing our part in halting the spread of the virus. We will update you as soon as possible with any changes.

Not seen the announcement yet or heard about changes, all details can be found on the Scottish Government's website here https://www.gov.scot/publications/coronavirus-covid-19-phase-3-staying-safe-and-protecting-others/

Further update 1st October 2020: 

We have now fully reviewed the Government Coronavirus restrictions announced on 22nd Septemeber and can advise that the delivery of our services will remain as outlined in our update on 20th August, 2020. In line with this guidance our staff are continuing to work remotely and available to help.

If you have any queries about your tenancy or want to make a service request please contact us via email, Connect or by calling 0800 6781228.

We are maintaining a full repairs service and our contractors will visit to work in people’s homes provided strict infection control measures are in place and undertaken.

Our offices remain closed and home visits will only be undertaken in exceptional circumstances and where no other alternative is available.

Our default remains to try to resolve all customer enquiries remotely, by phone, email, text or via Connect to play our part in minimising infection spread. 

2nd September 2020 West of Scotland Restrictions

Following an increase in coronavirus cases in the West of Scotland the Scottish Government has introduced additional restrictions from midnight on 1st September for households in Glasgow, West Dunbartonshire & East Renfrewshire. Full details on the restrictions can be found on the Scottish Government's website 

Our repair services for homes in these areas are unaffected by the additional restrictions. Our safety precautions remain in place and we will continue to ask additional questions about your household when booking in repairs.

Please everyone stay safe, follow the guidance and remember FACTS

1st September 2020 Coupar Angus Update

We are happy to be resuming a full repairs service in Coupar Angus as of today. Thank you to our Coupar Angus residents who have patiently waited for non emergency repairs while we did our part to prevent further infection spread. 

Please remember FACTS, stay safe and thank you again for helping us help you stay safe.

24th August 2020 Coupar Angus Update

In line with NHS Tayside advice we are operating an emergency only service provision for our properties in Coupar Angus, this is likely to continue until at least 31st August.

Please be aware that if an emergency service request does come in from this area additional screening checks will be done.

20th August 2020 Phase 3 Update

Today, 20th August 2020, the Scottish Government has advised of further easing of lock down restrictions. As with previous lock down easing these have a significant impact on what we can do in our day to day lives most of the easing of restrictions do not impact the services we provide, and our services remain as outlined previously at Phase 2.

We've put the Government table detailing the changes below, you can also click on the table image to see an enlarged version.

To play our part in stopping the spread of the infection our offices remain closed with our teams working from home in line with the Government advice that home working should remain the default when possible.

When necessary some limited in-home visits may be undertaken with strict distancing and safety controls but only in exceptional circumstances and where no other alternative is possible. Our default remains to resolve all customer enquiries remotely, by phone, email, text or via Connect.

22nd July 2020 Phase 3 Update

The Scottish Government has recently advised a move to Phase 3 of their route map to ease lock down measures. Although the move to phase 3 has had a significant impact on what we can do in our day to day lives most of the easing of restrictions do not impact the services we provide, and our services remain as outlined previously at Phase 2.

To play our part in stopping the spread of the infection our offices remain closed with our teams working from home in line with the Government advice that home working should remain the default when possible. 

When necessary some limited in-home visits may be undertaken with strict distancing and safety controls but only in exceptional circumstances and where no other alternative is possible. Our default remains to resolve all customer enquiries remotely, by phone, email, text or via Connect.

Our communal areas also remain closed. This is currently under review and further information will be provided when Government advice is updated.

Whist some measures have altered, the virus protection advised at each phase remains the same:

• Physical distancing requirements are in place.
• Frequent hand washing and hygiene measures for all.
• Cough etiquette is maintained.
• Face coverings should be worn in enclosed public spaces.
• Face coverings are mandatory on public transport.
• Mandatory face coverings in shops and other retail.

7th July 2020 Letter to Tenants from Kevin Stewart MSP

Kevin Stewart MSP, the Minister for Local Government, Housing and Planning has written an open letter to Council, Housing Association and Housing Co-operative tenants in Scotland about what to expect as we move out of lockdown. You can read the letter in full here.

25th June Phase 2 Update

From 25 June, we moved into Phase 2 of the Scottish Government's easing of lock down restrictions which has allowed us to reintroduce some of the services we provide.

 phase 2

The above services we are providing and restarting will be provided with appropriate Coronavirus infection controls in place.

Repairs: The Lock Down Back Log & Plan

Lockdown has created a BIG backlog of repairs. We are delighted our contractors will be restarting work on our repairs service as part of the easing of lock down restrictions. However we expect it might take a little while to clear the 3 month back log, especially with there still being some issues on certain supply chains. 

We have a plan, which we've outlined below. Please be patient with our contractors and us as we work, in the safest ways possible, to clear the backlog. No need to call to rebook work you've already told us about, we have all requested repairs noted and ready to act upon.

Our stages for restarting repairs:

25.06.20 make a start on the backlog of non-emergency external repairs and inspections
29.06.20 new non-emergency external repairs and inspections will be issued straight to contractors
01.07.20 make a start on the backlog of non-emergency internal repairs
09.07.20 new non-emergency internal repairs will be issued straight to contractors

If you have reported a non-emergency external repair, our appointed contractor will contact you in the coming weeks to arrange an appointment to do the repair.

For new repairs being reported there may still be some delays, as we play catch up, and we may not be able to meet the stated target completion dates. 

We will provide progress updates in the coming weeks and thank you for your continued patience and understanding.

Reporting a Repair

You can report a repair in all the usual ways by:

Using Connect

Completing the website form

Call us on 0800 678 1228

Email us at info@caledoniaha.co.uk

WHEN REPORTING ANY REPAIR

If you have previously reported a repair, or if you are reporting a repair for the first time, you will be asked to confirm:
• That no one in your home is isolating due to Covid-19 symptoms, is shielding or is in any of the vulnerable categories. Your response will determine if/when your repair can take place and the staff will explain this to you during the call; and
• That you agree to have our operatives working in your home. If you don’t agree, we will ask you to call back when you are happy for the repair to take place.

WHAT YOU NEED TO DO
When our operatives are working in your home, everyone in the household must:
• Stay in another room from the operative for the duration of the visit; or
• If this is not possible, for example if you and the operative need to discuss the purpose of the visit, this must be done from a minimum of 2m distance and for as short a time as possible.

WHAT WE WILL DO
While our operatives are in your property, they will:
• Practice good hand hygiene and wear appropriate PPE (personal protective equipment) if required;
• Always maintain appropriate social distance; and
• Clean down all areas where they have been working.

24th March 2020 Update: Coronvirus (COVID 19) Information for Tenants and Visitors

In line with the Government’s announcement to implement strict social distancing and self-isolation rules to help control the spread of the virus, we are having to make some changes to our services. The changes are listed below:

To our general services:

  • Our office buildings in Perth, Dundee & Kirkintilloch are closed to the public
  • The play parks within our communities are closed 
  • Our Customer Solutions Team are still available by phone 0800 678 1228 or email info@caledoniaha.co.uk or via Connect
  • Our Neighbourhood Officers are working and are available to provide advice and assistance, however this will be strictly limited to contacts by phone, text or email
  • We will only be able to provide an emergency repair services and visits to service gas central heating systems – these are repairs that are essential to keeping your home safe and secure. A list of these repairs can be found here.

For our Retirement Living & Very Sheltered Housing:

  • The communal lounges in our retirement and sheltered housing schemes are closed.
  • We will maintain services to clean communal areas in our retirement living and very sheltered housing schemes, to help prevent the spread of the virus, however this will be strictly within Government guidelines to protect staff and residents.
  • Our Very Sheltered Services will be maintained whilst staffing levels and Government guidelines permit them. However, strict controls will be applied to restrict access to essential visitors only.
  • Our Home Help Service has beeen reduced back to common cleaning only.

Don't forget we also have the connect app for you to get in touch. There are 3 simple steps to create a Connect account

  • Download the app by searching #connect-CHAGroup or type http://caledonia-live.panconnect.cloud/sg/ssp into your web browse
  • Click register: Add your tenancy number, postcode, surname,date of birth & postcode.
  • Put in your email and create a password.
  • You are now connected to all your tenancy information, that simple!

We will continue to update you as with any changes to our services as they happen.  If you are concerned please contact us on 0800 678 1228.

Thanks for your understanding in these exceptional times and for helping us to help you stay safe.

18th March Update 

Since the outbreak of COVID-19 (Coronavirus) Caledonia has been closely monitoring Government advice and the spread of the virus. Our focus has and continues to be maintaining services and minimising any disruption to our customers.

To protect you, our staff and help control the spread of the virus we are making some changes to our services. As the situation develops we anticipate that we will need to adapt and make further changes, in line with Government and NHS guidance. We will continue to update you as and when we receive these updates.

The following information is provided as advice to our tenants:

Getting in touch - our Customer Solutions Teams
Our Customer Solutions Teams across the Caledonia Group (Caledonia, Cordale and Bellsmyre) are operating as normal and are available to respond to all enquiries - such as reporting repairs, making payments or other housing matters.

However, in line with Government advice and to minimize the risk of exposure to the virus, we are closing our reception areas to the public. We would therefore ask that service requests are directed through telephones (0800 678 1228) or via email, or using our tenant portal Connect.

Repairs
Our contractors are continuing to provide repairs services. However, please be aware that this may alter if their staffing levels are reduced due to the continuing spread of the virus.

When we take orders for repairs we are required to ask you some health related questions. Please be patient with us while we ask these questions. These are required to protect the health and wellbeing of you, our staff and our contractors, which is essential in allowing us to maintain services.

Please note that in Inverness and the Highlands our repairs contractor, Cairn, are now only supplying emergency repairs service.

Neighbourhood Officers
Our Neighbourhood Officers are working as normal and are available to assist with rent account, property, tenancy and other housing queries. Please contact them through your usual channels. To reduce unnecessary travel and social contact we will try to deliver services and respond to your enquiry as much as possible over the telephone or by email.

Supported/Sheltered Housing
Our supported and sheltered housing schemes remain open and our staff are attending to provide much needed support to vulnerable tenants. We have separate measures in place at schemes to help maintain services. We would ask that visits to our schemes are kept to essential visits only and people that feel unwell or have Covid symptoms DO NOT visit these schemes.

Care & Repair Service
Our Care & Repair Team are also working as normal, so please contact them through your usual channels. To reduce unnecessary travel and social contact we will try to deliver the service as much as possible over the telephone or by email, however if a home visit is absolutely essential, we will make arrangements for this by telephone, taking account of current Scottish Government guidance. Depending on the availability of staff and contractors however we may require to delay some Care & Repair cases until circumstances improve

Connect
Please remember that Connect, our online portal and app, gives you direct access to all your tenancy information and allows you control to report repairs, check and pay rent, report tenancy matters and provides a communication line direct to our Customer Services Team.

We are making the Connect portal and app available for our customers in Cordale and Bellsmyre. This will still have the Caledonia logo and text, however, this will allow these residents to order repairs, pay rent and communicate with our Customer Solutions Teams. Find out more here

Log in to connect or search #connect-CHAGroup in your app store or google play.

Above all else we urge people to stay safe and follow the NHS & Government advice and guidelines on social distancing