A message to tenants

During these unprecedented times, I wanted to reassure you that the Caerphilly Homes team is here to support you.

Our offices may be closed, but key services continue to be delivered. Our staff have risen to the challenge, by adapting the way that they work to continue providing support and assistance during these difficult times to those who need it most.

This email bulletin updates you on changes to services and provides information on what support is available for tenants.

I'd like to thank you for the support you've shown staff in recent weeks and ask that, as we continue to prioritise critical services, you only contact us if it is necessary.

I also ask that you continue to follow Government guidance to protect yourselves, your families and our local communities.

Shaun Couzens
Chief Housing Officer

Supporting tenants

Due to current restrictions and to protect everyone's safety, we are unable to provide all of our normal landlord services.  This means that we've had to prioritise key services, as well as change the way that these are delivered.

Lots of Caerphilly Homes staff have also volunteered to support the council's community response scheme, which offers assistance to vulnerable residents with things like shopping, collecting prescriptions etc. 

The council’s sheltered housing service has also adapted its approach; with Sheltered Housing Officers currently unable to work at its schemes, the team is instead providing regular reassurance calls and follow up support to tenants. This service is provided in addition to the support the council’s sheltered housing tenants receive through the Careline system. The team providing Floating Support is also continuing its work to help vulnerable tenants and residents.

In addition, reassurance calls are now also being rolled out to vulnerable tenants living in a variety of council homes; not just sheltered housing.  As well as offering support and advice with practical issues that the tenant may raise such as paying rent, Caerphilly Homes staff will also use these calls to check on tenants' wellbeing.

Housing offices are currently closed, but staff are working remotely and can be contacted on the numbers provided in the link below if you need support.

All Customer Service Centres and council offices are closed until further notice.

There are lots of other ways that you can make a payment:
• You can make a payment online
• Set up a direct debit by calling 01443 815588
• Pay 24/7 using our automated payment line 01443 863366
• Call our payment line on 01443 866570 – Monday – Thursday 8.30am to 5pm and Friday 8.30am to 4.30pm
• Via your bank using their telephone or online banking facilities

The council has made an assurance to tenants that no eviction action will be taken as a result of financial hardship caused by the Coronavirus pandemic.  Anyone experiencing financial difficulties can call our dedicated support line for advice on 01443 866534.

We are currently only responding to emergency or urgent repairs.

Council tenants with emergency or urgent repairs can report them to the Centralised Repair Team during normal office hours by calling 01443 864886.

Emergency repairs that occur outside office hours can be reported by calling 01443 875500.

If work is needed in your home, a member of staff will contact you beforehand and ask some questions about your health; this information is important to help us protect the safety of everyone.

You will also be asked to keep at least 2 metres distance between anyone in your household and our operatives when they are working in your home.

The council is following the current guidelines set out by the HSE, Gas Safe and the Government regarding the servicing of gas appliances, stair lifts and hoists.

Servicing of gas, stair lifts and hoists will continue to be carried out as normally as possible. You will still receive an appointment to carry out your service, if for any reason you have any queries or concerns then please ring the contact number provided.

All urgent repairs will be dealt with in the normal manner; non urgent repairs will be categorised and may need to be postponed until the current situation improves, but this would depend on the nature of the repair.

Our contractors are following the current guidelines set by Government and are all practising safe distancing measures. They also carry all relevant PPE when entering your home. Before entering your property, engineers may ask some questions about the well being of your household to ensure both your and their safety.