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Coronavirus (Covid-19) - Click here for the latest service changes and information.

Coronavirus (Covid-19)

Latest update 11 November 2020

Please see below information about Eastlight’s services for former Colne Housing residents. If you have further questions, please see our contact methods here: www.colnehousing.co.uk/contact

Q: What services are Eastlight operating?

Repairs

We are operating a full repairs service. Report repairs here: www.colnehousing.co.uk/customer-services/report-it

Home improvements

We are operating a full home improvements service, providing them where we can work with you to introduce improvements safely.

Safety checks

We are carrying out safety checks, such as annual gas safety checks, because they are so important. They are legal requirements and, more importantly, they help keep you safe at home.

Our teams and contractors have the equipment and guidance they need to keep everyone safe. If you are due a visit, then we will contact you to arrange it. Please get back to us to organise a suitable date for the visit and to ask any questions you may have.

Customer Service

Our Customer Service Advisors are working from 9am to 5pm on weekdays to take your phone calls, emails and social media messages, and our Out of Hours service is available for emergencies outside those times.

Customers are sometimes experiencing lengthy waits to either reach us through the phone or get responses from emails, due to technical issues caused by working from home and the volume of queries we receive. Please bear with us and do get in touch if you believe we may be able to help in any way.

Rent support

The Government has advised that you should continue to pay rent to the best of your ability.

However, if you face difficulties, then please get in touch as we can offer a range of support. Our Income Teams are available to assist you.

We have no intention of beginning eviction proceedings against you if you are having difficulty paying your rent as a result of the coronavirus pandemic.

Lettings

We are offering a lettings service, but we are not yet operating at full capacity. Please visit: www.colnehousing.co.uk/need-a-home/apply-for-a-home

Playgrounds

Our playgrounds in Oakapple Close, Timber Hill and Poplar Hall Close, all in Colchester, have reopened! Please follow the safety measures in place and enjoy!

Support

Our support service is here for you. Whether its accessing services that help you to remain safe and independent in your home, applying for universal credit or overcoming any other support needs as a result of the pandemic, please get in touch.

We are regularly contacting residents in Housing for Older People Schemes and vulnerable residents in other homes to offer support and guidance, and this will continue. We are advising them to have only essential visits from families/friends. Visits from carers and other home based support services continue.

Home visits

Our People continue to respond to queries and offer services, but will visit your home only in exceptional circumstances.

Anti-social behaviour

We recognise there has been an increase in general household noise at the moment. However, if there are repeated issues and you are unable to resolve the situation with your neighbour, then please get in touch

Domestic abuse

If you or someone you know is suffering from domestic abuse, then isolation rules do not apply. Police response and support services remain available. Visit gov.uk/domestic-abuse or call 999 if you are in immediate danger. You can also contact us for advice and support, as well as the National Domestic Violence Helpline on 0808 2000 247.

Communal areas

Communal areas in our schemes are closed, as households are not allowed to socialise indoors during the lockdown.

Q: Are your offices open?

A: To help further prevent the spread of Coronavirus, our offices are closed to visitors.

Q: What should I do if I have to self-isolate and I’m due to see someone from Eastlight?

A: Please contact us and let us know – we all have a role to play to prevent the Coronavirus from spreading.

Q: I, or someone I know, must self-isolate and needs support. What should I do?

A: If you are or know an Eastlight resident who is vulnerable or isolated, and does not have adequate support such as family, friends or carers to help them get essential items, please get in touch. We may be able to help.

There is a Facebook group led by volunteers, backed by Essex County Council and the NHS called “Essex Coronavirus Action”. Visit www.facebook.com/essexcoronavirusaction for more information.

Further support is out there, and we can point you in the right direction. Please get in touch.

Confidential hotline

If you are a former Colne resident, contractor or staff member – we kindly ask you to let us know if you have symptoms and are self-isolating. We will ensure this information is confidential and used only to protect you and visitors to your home.

If you are self-isolating or have non-urgent concerns about a vulnerable former Colne resident please call our Coronavirus hotline on 0800 038 5776.

It’s free from landlines or mobiles. For urgent medical advice call 111 or 999.

Colne’s hotline is monitored 9am to 5pm Monday to Friday


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