COVID-19 (Coronavirus) Changes to Services
Date Posted: 18th of March 2020
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.
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.
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.
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
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