Frequently asked questions

We've idnetofied the top four most commonly asked questions when people contact us.

If I get sick due to coronavirus, will you still come out to do repairs at my home?

We will do our very best to deal with emergency repairs and situations where customers are vulnerable or at risk of harm. Our ability to do this may be affected by several factors: We may have fewer operatives available due to sickness, people self-isolating and also staff having to stay at home to look after children and other family members.

Getting hold of some materials needed for repairs is increasingly challenging and protective clothing is in short supply.

There is a list of the kind of repairs that we include in the emergency category on the website. Before arranging any home visit we will ask you questions about coronavirus to assess any risks associated with a visit to your property. Please answer these questions honestly to help to help us reduce the spread of the virus.

We will only consider it if there is a dangerous problem that needs to be repaired urgently and if we think it is safe for our staff to go into the property. This may depend on whether or not we have the protective equipment available to help protect our team members and currently this is in short supply. If we do think it is safe to proceed, we will ask you to provide hand washing facilities for our operatives – both when they arrive and before they leave. We will also ask you to keep a safe distance away from our team member – usually by asking you to go into another room. In the case of serious emergencies we will liaise with other services, for example the health, fire, or police services, as necessary and on a case-by-case basis to help ensure your safety while not putting anyone else at risk of infection.

Am I at risk from your staff?

All our staff a keep up-to-date with the latest health advice, follow good hygiene practice and to inform their manager if they feel unwell. We will also insist that all our people follow official advice, so if anyone is suspected of having the virus we would expect them to self-isolate to prevent them spreading the illness. Where we do need to make an urgent home visit – where a fault or issue puts customers at risk and there is no safe alternative but to carry out a repair – our operatives and contractors will ask you to keep away from them at all times. This includes outside your home and while they are in your home (in another room where possible). They will wear gloves and other protective clothing as appropriate, and ensure they wash their hands. There is therefore no reason though at the present time, to think that there is any more risk of infection from a home visit by one of our people than from the general population. Despite all these precautions though we are following government advice which is now to avoid all unnecessary contact. You can help astop spreading the virus by reducing the number of home visits we make.. To help with this our operatives will contact you before they visit and try to help you resolve the problem yourself by giving advice over the phone. They will also carry out a further assessment of the potential risks of transmitting the virus. If you are self isolating or anxious about letting anyone into your home at this time you can of course refuse to allow us in (apart from gas-related problems where you may legally have to allow us or another expert in to make thing safe). However, if you do this and our advice to you is that this is an emergency that needs to be resolved, this will be entirely at your own risk.

What if I'm sick and can't pay my rent?

If you are sick or having to care for others who are ill, cannot work or have other issues because of coronavirus, will do everything we can to help you through this challenging time. If you are affected and you think it will affect your ability to pay your rent, please contact us to discuss the best way of adapting to the situation until things return to normal. Like other housing associations, our policy is that nobody will be evicted as a result of hardship caused by the coronavirus outbreak.

Can I still report things that are not urgent?

For equiries about rents, leasehold charges and repairs that arent urgent visit my.thh.org.uk

Any other questions?