Impact on our business

We need to ask for your help so we can be there for our most vulnerable customers.

So for now, we can only help with emergencies. We wouldn't normally do this, but we need to make sure our staff are there for those in the greatest need. We really hope you'll understand.

Repairs

We are now operating a repairs service for emergency repairs only. To be treated as an emergency the fault must carry the risk of immediate injury to people. Some examples of emergency repairs are:

A gas leak or dangerous electrical fault Major damage to the structure of your home A serious security problem, such as a front door that cannot be locked The loss of essential services, such as water or electricity.

All non-essential repairs are suspended until further notice. As soon as our normal service resumes, we will let you know. You can log repairs online at my.thh.org.uk

Services to tenants and leaseholders

At the beginning of April leaseholders will receive their service charge estimates and we understand that may mean that customers need to get in touch. Again it would be appreciated if this could be done online. You can email contactus@thh.org.uk. You can view your account details at my.thh.org.uk and more information for leaseholders is available here.

Housing management and rents

We will be providing an emergency service to tenants. For rents will be able to take calls for urgent questions only and would appreciate it questions about things like rent balances could be done online at my.thh.org.uk. We know that many of our residents will be very worried about the impact of the situation on their income. If your financial situation has changed and you are concerned about how you will pay your rent , we are here to help. No tenant will be evicted if there is clear evidence that they have been unable to pay rent as a direct result of COVID-19. Please get in touchas soon as possible so we can offer you support and advice. THH is committed to supporting tenants through this very difficult time.

Caretaking Caretakers will be changing their duties to focus on key tasks, such as ensuring fire safety. We will assess the needs of each block and estate weekly according to staff availability and service requirements.

Caretaking

Caretakers will be changing their duties to focus on key tasks, such as ensuring fire safety. We will assess the needs of each block and estate weekly according to staff availability and service requirements.

Anti-social behaviour A service dealing with urgent work is operating.

Financial health centre

OUr fincnacial Health Centre is providing a telephone service. If you need urgent help or advice on benefits, universal credit, debt or other financial issues please contact us Mon-Fri between 10am-4pm 0207 364 2200 or email us at fhc@thh.org.uk

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