Services affected by coronavirus

Friday 17 April 2020

Due to the coronavirus outbreak, we have made changes to the way some of our services are working. Please see below information on the latest service updates:

Customer Services

To keep everyone safe, and to help us prioritise those in the community that may be more vulnerable, we have closed our Customer Service centres. Use either our online services or call us on 020 8489 5611 for queries, but please be prepared for a wait longer than usual.

We have also closed the reception at 48 Station Road, N22 7TY from 23 March until further notice, and we will therefore no longer be able to hold any face to face appointments at these offices.

Repairs & Maintenance

Our repairs team are currently operating an emergency repairs service only.

To report an emergency repair, call Customer Services on 020 8489 5611. (You will not be able to log repairs via the My Haringey Home app and SeeMyData for the time being.)

Customers with pre-booked repairs are currently being contacted and informed of the changes, and upcoming routine appointments are being cancelled.

Major Works

We have put the external Major Works Programme and all surveys on hold. We understand the delay is disappointing, but your safety is our priority. Over the coming days we will be making safe all scaffolding (with ladders removed or secured) and not start any new work until further notice. If you see any unauthorised persons on the scaffolding, please contact the Police immediately.

You can also email queries to the Major Works team: majorworksenquiries@homesforharingey.org or call Customer Services on 020 8489 5611. However, please bear in mind that over the coming weeks that Customer Services may be busy dealing with emergencies and running at a reduced capacity, therefore it may take longer to get through.

Estate Services

From Monday 20 April 2020, Estate Services will ensure all our blocks receive one full clean a week. Cleaning staff will focus on ‘high touch’ surfaces, including door handles, lift buttons, banister rails.

All blocks with lifts and refuse chutes will receive a daily clean of the ground floor lobby/entrance way and bins will be rotated as needed.

We strongly advise all residents follow government guidelines on maintaining social distancing and effective hand washing when returning home.

Concierge Services

Our concierges will be returning to work from Monday 20 April 2020, all stations will be open 10am to 6pm daily offering the full range of services.

Estate Parking

We have made some temporary changes to estate parking. Residents and essential visitors, such as carers, do not need to display permits if they park in a designated parking area, such as a marked bay.

In order to ensure emergency access routes are kept clear and that essential services such as refuse collections are maintained we will continue to enforce yellow lines, cross hatch boxes and any other non-designated parking areas.

Income Collection

We continue to collect rents; however, we are taking a different approach to serious rent arrears. We are postponing any court cases and will not be taking legal action during this time. We have also stopped automated arrears actions so that our income teams can take a case by case view. If you have any queries please email incomecollectionteam@homesforharingey.org or call 020 8489 5611.

Sheltered Housing

We continue to contact our residents in sheltered housing, every weekday. We have Public Health England notices on our noticeboards and will be providing additional notices for visitors.

We have hand-delivered letters to all our supported housing residents. These letters include the government guidance on how to keep safe as well as our own guidance on how to contact our staff.

We have cancelled all our events and closed communal lounges, and we are encouraging our residents to minimise their own contact.

Unfortunately we do not have access to large supplies of sanitisers, however, we have made handwashing facilities available in all our communal bathrooms and will be encouraging any visitors to use these frequently.

We are also organising food parcels for residents where we are told that they are either self-isolating or simply are not able to shop for themselves. This is being done through relatives or through our own volunteers.

Vulnerable Residents

We have identified around 4,000 residents as vulnerable. We will be contacting them and offering them extra support at this time. We are working closely with Haringey Council to make best use of both of our resources, targeting face to face contact to those in greatest need. If you are on your own and you need support please email: tenancy.management@homesforharingey.org or call 020 8489 5611.

Housing Needs (homelessness support)

To ensure the health and safety of our customers and staff we are now providing our Housing Needs service in a different way. The offices at 48 Station Road will be closed to the public and moving to a telephone service for the foreseeable future.

If you have got somewhere safe to stay, please remain where you are. If you need advice or if you are about to become homeless, please call 020 8489 1000 and support will be available to you by phone. Alternatively, you can find advice and complete an online self-assessment form at www.haringey.gov.uk/housing/housing-advice/homelessness

If you are concerned about someone sleeping rough, including if they have symptoms of a fever or continuous cough, please tell StreetLink 0300 500 0914 or https://www.streetlink.org.uk/ who will alert our local outreach team.

Keys and fobs

We will deal with emergency requests but there will be no provision of extra fobs.

Hearthstone (for domestic abuse support)

The Hearthstone Centre will be closed to visitors. Victim/survivors in need of assistance can contact the Hearthstone team directly on 020 8888 5362 or at: hearthstone.domesticviolence@homesforharingey.org

Project 2020

Project 2020 is no longer able to see people face to face. However, the team are still available to give training and employment advice via email or over the phone. Please contact at project2020@homesforharingey.org or 020 8489 5611

Play Areas

All play areas on our estates are closed and should not be used.

Lettings

Our choice-based lettings service for social housing has been suspended to avoid group viewings taking place.

Anti-social Behaviour

We realise that with more people at home and schools closed anti-social behaviour may be a worry. Our Estates Watch service will be used to disperse any youths as well as monitor the impact of schools closing. In our sheltered properties, we are extending the use of security and are working with the Police and Haringey Council’s ASB team.

Foodbox

Our Foodbox scheme for vulnerable residents is now shut to the public and is only for emergency situations identified through our contact with vulnerable residents who are on their own and have no support. Emergency referrals received from referral agencies will be delivered to those residents by our staff on essential duty. The centre is unable to accept self-referral. Haringey residents who are in a crisis situation are advised to contact local referral partners including Homes for Haringey’s Housing Demand Team, Tenancy Management Team, Hearthstone and local charities. If you would like to donate food email: HFHCommunityFoodBoxAdmin@homesforharingey.org