Coronavirus FAQ FAQ about Coronavirus and LHP services

General

• What should I do if I am self-isolating?

  In the interests of keeping our customers and staff safe, it is vital that you let us know if you or anyone else in your household is self-isolating.

  Please contact us on 0345 604 1472 or use the Contact Us form on our website.

• What is LHP currently doing about Coronavirus?

  Where possible, we have enabled our staff to work at home. For those staff who continue to provide the vital services to our residents, we have completed risk assessments and have appropriate Personal Protective Equipment (PPE).

  We are now offering an Emergency Plus Repairs Service and our Housing Service is now being delivered remotely.

• Will reception be closing?

  With the well-being of staff and customers in mind, we closed our offices to the general public from Monday 23 March. If you need to contact us, please call 0345 604 1472 or email us. Alternatively, you can direct message us on social media (Twitter: @lincolnshirehp or Facebook) or use the contact form on our website.

• What are the symptoms of coronavirus?

  Please visit the NHS web page - https://www.nhs.uk/conditions/coronavirus-covid-19/ for up to date gudiance on symptoms to look out for.

• How long do I need to be in isolation for if I start to show symptoms?

  Official NHS guidance states that everyone must stay at home to stop the spread of Coronavirus.

  The latest advice if you have symptoms is to stay at home for seven days

  For further information, please visit: https://www.nhs.uk/conditions/coronavirus-covid-19/symptoms-and-what-to-do/ 

• I am over 70 and am worried about having to self-isolate. Will I still be able to get supplies?

  We have put measures in place through our Warden Service to assist those self - isolating customers, who are without family or relatives to support them in obtaining supplies.

  If you need further information, please call 0345 604 1472.

• Will you be offering any help to the senior citizens and disabled

  We will continue to work with our key partners on how we can work together to provide support to our most vulnerable and elderly customers.

  For further information on advice for vulnerable and elderly customers, please click here.

Housing

• Will emergency repairs still take place and what is classed as an emergency?

  To minimise the risk to both customers and staff during the Coronavirus outbreak, we have made the decision to move an Emergency Plus Repairs service, until further notice.
  We will continue to provide the following repairs and services to ALL customers:
  • Heating and hot water
  • Sanitation, including running water
  • Power
  • That properties are secure: doors and windows
  • Fix anything which is causing significant damage to the property
  If you have a current appointment scheduled with us, one of our Planning Team will be in touch to postpone your appointment and we will reschedule these once our normal repairs service resumes.

• What number do I need to phone to let LHP know that I am self-isolating?

  Please call our main number, 0345 604 1472, to let us know that you are self-isolating

• Is there any support available to help me with shopping, collecting medication and getting supplies as I have no family or friends living locally who can help?

  We continue to work with our key partners on how we can work together to provide support to our most vulnerable and elderly customers.

  We have provided further information for all our customers at this link.

• Why are you continuing to work on void properties?

  As part of the services we are providing during the Coronavirus outbreak, we are committing to continuing work on our void properties.

  This is because these properties can potentially be offered to those in urgent housing need during the outbreak, or if we are approached to house key workers who want to reduce travel between their home and their job.

  We continue to liaise with our partners about the availability of properties and we want to reassure you that staff working on these properties are taking all the necessary safety steps, as outlined in government guidelines.

Financial

• I have had to self-isolate and am unable to work from home. How will I pay my rent?

  We have a multitude of payment options available, many of which you can do from your home. If you have internet access please visit our website, otherwise please contact the CSC or Income team on 0345 604 1472 who can talk you through the options to find the best solution for your circumstances

• The Government have said mortgage payments may be frozen. What about those of us who rent?

  There are no changes with regards to rental charges. You are still responsible for the payment of your rent and service charges but we realise that this is a difficult time financially. Please contact the Income team on 0345 604 1472 who can assist you and put you in touch with our free Money Support Service

• The government has suspended face-to-face health assessments for benefits. How will this affect me?

  If a new or existing claim for benefits requires a face to face visit or assessment these will be done over the telephone instead, they will contact you direct to arrange this

• My Claimant Commitment on my Universal Credit says I should be looking for work a certain number of hours per week; however, I am self-isolating to protect my health. What will this mean about my payments?

  It is really important to keep logging on to your UC journal to keep your work coach up to date with your circumstances, they will discuss every aspect of your claim with you, including payments and what will be expected with regards to claimant commitment.

• I’ve been advised to claim Universal Credit if I can’t work due to coronavirus but I’m not sure how I will cope with the five-week wait. Is there any help available?

  The DWP have made changes and can provide an advance payment immediately without the usual ID appointments. However please remember that this advance includes an amount for your housing element so please discuss with the Income team what rent you should pay

• Is there any help with additional heating or electricity costs if my family and I are at home more in the short term?

  Please contact your energy providers as they are offering a variety of solutions to help customers with the bills and topping up.

• As a shared owner, I receive a three-month ‘mortgage holiday’ on my home, due to Coronavirus, does the same apply to my rent?

  The rent element of your shared ownership is not the same as the mortgage portion.  The rent will continue to be charged, in line with the rest of our social housing rents.

   

  If you need to talk to anyone regarding your rent payments, or if you are experiencing financial difficulties please contact 0345 604 1472 and ask for the Income Team or email LHP-MoneySupportService@lincolnshirehp.com.

• Will I be evicted if I cannot pay my rent because of COVID-19?

  We would like to reassure everyone that we will not evict customers for rent arrears caused by the impact that the Coronavirus outbreak may have on their personal lives, and we will continue to support our customers through our Income Team and Money Support Services.

  If you are struggling to pay your rent for any reason, including the Coronavirus outbreak, it is important that you contact us. Please call 0345 604 1472 and ask to speak to the Income Team or visit www.lincolnshirehp.com/moneysupport/.

  Keeping on top of your rent is really important, and there are many ways you can choose to pay – please visit our website www.lincolnshirehp.com/waystopay for more information.

• I am concerned about my rent

  We understand some of you may have concerns about paying your rent, if your financial situation changes due to this outbreak. We do have a Money Support Service – available through the Income team, who can offer advice, guidance and discuss your options with you. Please make sure you get in touch with us as soon as possible, if you are struggling to pay your rent.

  Please contact us on 0345 604 1472 and ask for the Income Team or go to the Money Support page on our website for further information.

  If you are in self-isolation or are unable to leave your home and are looking for an alternative way to pay your rent, please visit our information page: www.lincolnshirehp.com/waystopay.

• Will you be offering a ‘payment holiday’ like mortgage lenders?

  We are not offering a “payment holiday” for rents at this time as this would increase the monthly rent payment once the “holiday” if over and would create an extended period of debt for our customers. 

  However, we would encourage anyone experiencing financial difficulties due to Coronavirus or for any other reason should call 0345 604 1472 and ask for the Income Team or email LHP-MoneySupportService@lincolnshirehp.com.

• Will you be utilising the four weeks’ free rent now to help people out?

  The four rent free weeks will not be brought forward but used to support our customers experiencing financial hardship later in the year. 

  We have just had a two-week rent free period, because those customers that receive the rent free weeks received them w/c 16/03/20 and 23/03/20.

  Anyone experiencing financial difficulties due to Coronavirus or for any other reason should call 0345 604 1472 and ask for the Income Team or email LHP-MoneySupportService@lincolnshirehp.com.

Sheltered Schemes

• Are there any restrictions in place around friends and relatives visiting my sheltered housing scheme?

  Government guidance is for everyone to stay at home, so we would ask that residents follow these guidelines, unless you have to help a relative with essential items, such as groceries and medical supplies

• Will my carer still be able to come to the property?

  Yes, we have been working with all independent care providers who provide independent personal care to our customers. They will be following their own guidance around visiting service clients in schemes.

• Can I use the communal areas, such as the lounge, garden and cinema room?

  We have followed government advice and closed all our communal areas, with effect from Tuesday 24 March

• If people at my scheme are self-isolating, can I still come and go as I please?

  All residents should follow the government advice about staying at home, apart from in the exceptional circumstances outlined by the government.

  For further information, please visit: https://www.gov.uk/government/publications/coronavirus-outbreak-faqs-what-you-can-and-cant-do/coronavirus-outbreak-faqs-what-you-can-and-cant-do

• Will communal areas be cleaned as normal?

  We have increased the frequency of the cleaning of communal areas in our sheltered and Extra Care Scheme

• If there is a confirmed case of coronavirus at my scheme, what will happen?

  We shall arrange for all communual areas to be deep cleaned where there has been a confirmed case of coronavirus.

• If our Scheme Manager/Warden has to self-isolate or goes off sick, who will be here to support us?

  We operate a mobile warden service, which provides us with a flexible model to move our Warden team across schemes. In addition, our Customer Service Centre and Warden Services Team will continue to make outbound well-being telephone calls direct to customers who would usually receive a face to face visit from our Warden Service.

Lettings

• I have bid for a property and haven't heard anything from you

  Due to the further restrictions imposed by the government, our lettings process is not operating as it would usually.  A member of our Lettings Team will be in touch to discuss this with you further.

• I have an appointment to view a property but I am currently self-isolating

  Please call us to discuss your current circumstances, and our lettings team will advise and agree the way forward.

• I have an appointment to sign up for a property and get my keys but I am currently self-isolating

  Please call us to discuss your current circumstances, and our lettings team will advise and agree the way forward.

• I've handed in my notice and I am waiting for my pre-leaving visit

  Our lettings team will contact you with you how best to proceed, and what arrangements we will put in place for you to return your keys.

Shared Ownership

• I have an appointment to view a shared ownership home but I am currently self-isolating

  Please call us to discuss your current circumstances, and our shared ownership team will advise and agree the way forward.

• I have supplied all of my application evidence and am waiting to view, what happens next?

  Due to the further restrictions imposed by the government, our sales process is not operating as it would usually.  We are keeping records of applicants ready to view and we will be in touch as soon as this is possible.

Right to Buy/Right to Acquire

• Will this affect my Right to Buy/Right to Acquire application?

  We are still processing applications to buy properties under the Right to Buy and Right to Acquire schemes. Where possible please email enquires to sharedownership@lincolnshirehp.com and we will keep you up to date.

• How will my property be valued for the Right to Buy/Right to Acquire?

  A surveyor will not be required to visit your property instead this will be carried out as a desktop valuation, if you appeal your price with the District Valuer this could result in delays if they need to visit your property, we will however advise you of this.