FAQ’s TENANTS 8th June 2020

Please find below an update on our FAQ we hope you will find them useful. If you have a question which is not covered please email us at admin@paisleyha.org.uk or leave us a message on our answering machine 0141 889 7105 and select option 7.

Services

Yes except taking the bins back in after collection which is part of the bin assistance service for Orchy Crescent and Mannering Road. Tenants affected by this are therefore asked to take their bins back in after uplifts from the Council.

• Our close cleaning service is currently being provided by last year’s contractor, Caledonian and will change to this years, Tenement Steps w/c 29th June.
• As we did not provide the service in April we have contacted the tenants affected to ensure the charge has not been made.
• Our garden maintenance service provided by Nurture has not stopped, but there has been some impact as they had to change or restrict how they delivered their service over the last couple of months, and for a while staffing levels were impacted.
• Our Bulk service has not stopped and we would encourage all of our tenants to report bulk as normal at 0141 583 4102. Should we have any issues re the service we will post this on our website.

There has been an increase in dumped household rubbish in bin stores/ back courts. Burst bags and scattered refuse increases the likelihood of rats. Bulk items contaminated by refuse cannot be lifted as normal.

Nurture will not clear burst bag litter so they can cut the grass. If we have to clear up, this will be recharged to all residents. Currently it is costing approx. £500 to clear a backcourt of contaminated bulk and refuse.

For your health and safety, and to make sure services can continue to be delivered, residents must ensure all household rubbish is placed in the bins.

Who will take out my bins if I can’t manage?

At this time of crisis we hope that neighbours will help those less able.

Oliphant Court Resident Laundry Facility- can I still use this?

Yes the laundry remains open without time restriction. Tenants should observe social distancing rules and wipe down all surfaces when they have used the facility.

Repairs

What happens if I am self-isolating?

Please tell us immediately if this happens. We must give these updates to contractors. Technical staff will stay in touch with you to see how you are.

Please note that if you are self-isolating with symptoms contractors may not enter your home. For everyone else, please go into a different room while a contractor is in your home.

What repairs are you carrying out?

Emergency repairs (at any time day or night) such as to make safe after fire, flood, or break in, or if you have no power, or working w.c.

If you want repair advice, or to report a repair please do this through the web site, or leave us a message on our answering machine, option 7, or e-mail to admin@paisleyha.org.uk and Technical staff will call you back within 24hours.

This is the best way to ensure we will pick up your repair.

Right to Repair categories and timescales are currently suspended due to the circumstances over which we have no control.

Should I still report non-emergency repairs?
Yes. Technical staff will phone you back within 24hours and then log it to be done as soon as contractors are back at work. We are pleased to say that some door entry repairs are currently being done.

I have no heating?

Contact Gas Sure as normal. They are prioritising vulnerable tenants, but making sure everyone who wants them gets delivered heaters for temporary use.

We also now have an alternative contractor, KMS. Technical staff are checking all reports to Gas Sure to see if any non priority cases can be helped by KMS and we’ll contact tenants direct. Unfortunately parts are difficult to get and this restricts who we can assist.

I have no hot water?
Contact Gas Sure as normal. Gas Sure may not be able to assist you as they are unable to provide a temporary source of hot water.

Will I get my new bathroom fitted?
The planned maintenance contractors shut down on the advice of the Government. Works will restart once we have been advised that it is safe to do so.

Will I get my gas safety check done?

Yes. Central Government are taking a very strong stance on gas safety checks remaining mandatory with instructions on what we are to do in different scenarios.

So to comply with the law staff will follow up any one not giving access because we have to demonstrate our compliance with the law in this matter.

If anyone in the household is currently self isolating with symptoms-we have been told that we have to attend at the end of the 14 days.

For anyone with the official shielding letter we are to take a note of any tenants in these circumstances and defer inspections to after shielding.

If either of these apply to you please contact us immediately.

Rent

How can I pay my rent?
You don’t have to leave the safety and comfort of your house to keep on top of your rent, we have a range of methods;

• Allpay Phone Payments

  • An automated telephone system, allowing you to make payments from a landline or mobile telephone whenever you want. All you need is your PHA Allpay payment card and your debit/credit card. Simply dial 0844 557 8321.

• Allpay Internet Payments

  • https://www.allpayments.net/Allpayments/Signin.aspx Internet Payments from allpay is a secure online payment service. This service is quick and easy and available whenever you want. All you need is an internet connection, your PHA Allpay payment card and your debit/credit card. Click on Allpay Internet Payments above to make payment.

• Bank Transfer

  • To make payment using your telephone or internet banking service, email the Association’s office admin@paisleyha.org.uk for the Association’s bank details and your reference number.

• Telephone Payments by Debit or Credit card over the phone with us.

  • Just telephone us on 0141 889 7105 and leave your name, telephone number and message that you want a call back to make a payment. We will call you back to take the payment. Alternatively you can email us at admin@paisleyha.org.uk to contact you and we will phone you back.

I am self-isolating but normally pay my rent with cash?
If you can’t use any of our other payment methods above, then give your Housing Officer a call and they will try to make arrangements with you.

I can’t find my rent payment card what should I do?

We can order you a new card which will be sent to you in the post.

Alternatively why not consider one of the payment methods above?

What will I do if I lose my job and can’t pay my rent?

It’s important you contact us right away if this happens. Our Welfare Benefits Officer and Housing Officers are still working and can assist you with this.

We will talk to you about how to apply for benefits and keep you right on what you have to do through the process.

Please always check with us first as we are finding that some people are losing out on the right/maximum benefits because they didn’t get advice – we can help you avoid this.

My work has closed and I’m not working, what do I do?

• Has your employer said they are going to pay you?

  Your employer can claim 80% of your salary costs from the government as long as they register you as furloughed with HMRC. We would advise you to check this before making a claim for benefits

• My employer has closed down and they are definitely not going to pay me, what do I do?

  If you have been working for more than two years and were paid or treated as paying National Insurance, you could claim ‘New Style’ JSA or ESA. Particularly if you have a partner who is still working (or getting paid).

  You can also claim Universal Credit, but we would advise that you speak to us to check when the best time to claim would be (this is to make sure you don’t miss out on any benefit before you claim) You can email our Welfare Benefits Officer on alan.graham@paisleyha.org.uk.

Will you evict me if I can’t pay my rent?

The government has announced emergency legislation to suspend new evictions from social rented accommodation during the coronavirus crisis. When the coronavirus restrictions are lifted, recovery actions including evictions will return to normal.

If your income has been affected by the coronavirus restrictions, please contact your Housing Officer to discuss this and let us work with you to avoid action when things return to normal.

If any tenant doesn’t pay or doesn’t engage with us unfortunately we can’t help them and we would have to take action when we return to normal. Please avoid being in this situation and allow the Association to work with you at this difficult time.

My rent increased on the 28th March is there any plan to relax this?

The rent increase was set in advance of the coronavirus impacting on all of our lives. We are aware that some housing services and our planned and cyclical maintenance plans are being affected but it will not be until restrictions are lifted and we return to normal service that we will be able to determine the full impact on the Association for the rest of 2020.21.

Our priority at present is to provide our tenants with essential services and support them to keep safe during this difficult time.

Will my benefits be affected?
If you currently receive benefits they will not be affected. You may be entitled to increased benefits if you had income from wages that you are no longer receiving. To check any entitlement, contact our Welfare Benefits Officer Alan Graham on alan.graham@paisleyha.org.uk alternatively telephone him on 0141 583 4123 and leave your details and he will call you back.

Communication

Can I phone and speak to staff?
We are pleased to advise that our staff are still working but are based at home. They will respond to messages left - See below.

What’s the best way to stay in touch with the Association?
Leave us a message on our answer machine using option 7. Or you can e-mail us at admin@paisleyha.org.uk We check this regularly and the correct member of staff will phone you back within 1 day during the working week.

How are you going to update me if things change?
We will be regularly updating our website. This is our main source of information and we are updating it at least twice per month or if there are any significant changes.

Where can I get information in different formats?

NHS inform has produced 2 easy read guidance documents that may be of help. One provides generic information on COVID-19 and the other focuses on isolating: https://www.nhsinform.scot/translations/formats/easy-read/coronavirus-covid-19

Sign Language - BSL videos with subtitles containing the latest COVID-19 advice is available on NHS inform https://www.nhsinform.scot/translations/languages/british-sign-language-bsl/illnesses-and-conditions/coronavirus-covid-19

What support services are you providing?

Our Housing Officers are in regular contact with tenants and will try to assist you to access the support you require.

Housing Officers numbers are:

• Anton Nugent 0141 583 4127
• George Gray 0141 583 4107
• Jackie McLachlan 0141 583 4125
• Sam Templeton 0141 583 4129

Our Welfare Benefits Officer’s number is:

• Alan Graham’s 0141 583 4123

I am over 70 yrs will your services change for me?
We have been telephoning/ emailing our tenants who are 70yrs + to check that they are okay and to give advice on services which may be able to assist them

I am worried about a neighbour. What should I do?
If you are concerned about a vulnerable neighbour please let us know and we can provide you with advice. If it’s an emergency situation please contact police or Social Work.

You can find the Council’s response to changes in Customer services here http://www.renfrewshire.gov.uk/coronavirus-changestoservices Council tax enquiries can be done online if you have a MyAccount.

I can’t get out to pay my fuel bills and am worried about getting cut off. What should I do?

If you are self-isolating or recovering from Coronavirus (COVID-19), this will mean you may not be able to leave your home. This can be a problem if you have a pre-payment meter, which requires you to go to the shop to top-up. Different energy suppliers will have their own ways of dealing with this. If you or anyone in your home has any underlying health conditions, you should also contact your energy supplier to let them know. They will add you to the Priority Service Register, which will give you extra support should you need it.

If you are self-isolating, you should contact your energy company as soon as you become aware of an issue to do with your prepay meter, as some of the solutions can take a few days.

Other advice on energy related issues can also be found here: https://www.ofgem.gov.uk/coronavirus-covid-19/coronavirus-covid-19-and-your-energy-supply

We have also put on our website the telephone numbers for all the major energy providers which may be of use to you.

Is the Council still emptying bins?

Yes

You can find the latest information on how Renfrewshire Council’s bin collection services are being affected here http://www.renfrewshire.gov.uk/coronavirus-changestoservices#Waste

There is no extra collection service in place.

Please follow the guidance and safely dispose of your waste as this will keep you safe and avoid common areas attracting vermin. And remember any rubbish left in stairwells or communal areas can cause a fire hazard.

I am frightened about scammers. What advice would you give?

We would remind tenants to be vigilant against potential scammers.

Be aware of any cold callers, particularly those asking for upfront payments, and follow the advice provided by Trading Standards:

https://www.tsscot.co.uk/coronavirus-covid-19-scams/

If you feel uncomfortable or suspicious, call Police Scotland on 101. If you feel threatened or unsafe at any time, call 999.

Allocations

I want to end my tenancy how do I do this?

There is no change to the government’s guidance about moving house. We would therefore encourage you to be absolutely certain that your new accommodation arrangements can proceed in the current circumstances before giving notice.

If going ahead with ending your tenancy you are still required to give 28 days notice in writing. As our office is closed please email your request to admin@paisleyha.org.uk and a staff member will contact you to advise you on the steps you need to take in advance of returning the keys to us.

You can also phone 0141 889 7105, option 7 and leave a message for someone to call you back.

I have ended my tenancy. How do I return keys and settle my rent account?
If you have to move just now, please ensure that you have given us notice and discussed the steps you need to take in advance of returning the keys to us.

On your end of tenancy date please put your keys in an envelope with your name and address on them and put them through our office letterbox at 64 Espedair Street, Paisley PA2 6RW and email us at admin@paisleyha.org.uk to let us know you have done this. We will then sort your final account for you.

I have ended my tenancy and my keys are due in but I can’t get my property emptied in time. What will happen?

Let us know right away of any difficulties you are having. You will continue to be charged rent for as long as you hold on to the keys. We are happy to extend your tenancy until the coronavirus restrictions are lifted. To discuss your situation email us at admin@paisleyha.org.uk or phone us on 0141 889 7105, option 7 and leave a message for someone to call you back.

I have been offered a property. Will I still get it when this is all over?
Yes when the restrictions are lifted, we will contact our applicants who had been offered a property to see if they are still interested in it and if so progress towards arranging an accompanied viewing.

I want to apply for housing what do I do?

Please email us at admin@paisleyha.org.uk or phone us on 0141 889 7105, option 7 and leaving a message for someone to call you back.

If you are Homeless the Council’s Housing Advice and Homeless Services operate an emergency service for anyone who is homeless, which can be accessed by calling 0141 618 7200 (Mon-Thu, 8.45am-4.45pm and 8.45am-3.55pm on Fridays, and 0800 121 4466 at all other times).

Other Tenancy Matters

I have a dog, live in a block of flats and do not have my own garden; can I let my dog use the back court while we are being advised only to leave the house for exercise once per day?

The governments guidance recognises that dogs may require to taken out more than once a day if you don’t have access to a garden or other area for you dog to do the toilet.

On a temporary basis, your dog can be taken into the back court, under supervision or with a lead if required. You must observe social distancing from others; you must clear up any mess your dog makes immediately disposing of this in your own bin and wash your hands when returning home.

Please be a responsible dog owner.

My neighbour is really noisy and is causing a nuisance. Can I still report this to you and what will you do about it?

You can still report anti-social behaviour to us. Our Housing Officers will contact the offending tenant and try to resolve matters with them. Unfortunately if people don’t engage with us we cannot visit them just now. We will try our best to resolve issues but we may in some circumstances have to wait until coronavirus restrictions are lifted to take full action.

If the behaviour is serious you can till telephone the police to attend, please let us know if you have to do this.

You can also contact Renfrewshire Council’s Noise Enforcement Team on 07768988186 for advice during the hours of;

Mon to Thurs. 09.00 to 16.00

Friday 09.00 to 15.30

Friday 20.00hrs to 03.30hrs

Saturday 20.00hrs to 03.30hrs

Paisley South Property Services

• If you need to report any repairs during office hours please email admin@paisleyha.org.uk or use the web site or call our office on 0141 889 7105 and leave a message on option 7 and Technical staff will get back to you. If it is out of hours you can call our office and be redirected to our contractors.

• This contract has been delayed until our contractors are no longer in lockdown. The painter work contractor is now making plans for external work – we will write to all those affected once we know when the project will proceed.

• We are pleased to advise that our staff are still working but are based at home.
• Steffani McDonald, who deals with factoring enquiries, can be reached by telephone on 0141 840 5017 (please leave a message and she will return your call) or by email steffani.mcdonald@paisleyha.org.uk during the working week.

• We will be regularly updating our website. This is our main source of information and we are updating it at least twice per month or if there are any significant changes.

Update 27/3/2020

Gas Sure has made the Health and Safety decision to suspend all works within tenanted properties during lockdown unless it is an absolute emergency. Emergencies are a severe water leak (from a boiler or radiator where the water cannot be contained and is causing significant damage), gas leak and where there is danger to life or limb. They will assess each phone call and will also ask you about your household so they can prioritise the most vulnerable.

If you report that you have no heating and/or hot water then Gas Sure will be able to leave temporary heaters at your door-at a safe distance. Unfortunately there is no facility to provide temporary hot water.

IMPORTANT UPDATE ON GAS SAFETY INSPECTIONS 24/4/2020

The Scottish Government has confirmed that the mandatory annual gas safety regulations are reserved to the UK Government. This means they cannot suspend them. Gas Sure has had to start doing gas safety checks again. You may therefore be contacted for an appointment. All the same protective measures will be in place as when they are carrying out emergency heating repairs, and they will discuss your circumstances with you before making any arrangements..

Please tell Gas Sure if you/your household are self-isolating with symptoms as contractors may not enter your home. Or if you have received the letter to stay indoors for 12 weeks, they will note this and not try to carry out the safety check.

FAQ TENANTS 22 JUNE 2020

CYCLICAL PAINTERWORK

PHA wants to update you on how this contract will be dealt with to ensure your safety during these difficult times.

Question - Who is going to do the work?

Answer. - JS McColl has been appointed to carry out the painter work programme. All of their painters have completed COVID19 awareness training and therefore understand the importance of the 2 metre rule and will not under any circumstances breach social distancing guidelines. They will only attempt to work on areas that are readily accessible.

Question - What is the scope of the works?

Answer – All previously painted external surfaces (e.g. railings, window frames, and the front/rear close doors) are to be painted. No internal areas are to be painted.

Question - What safety measures has the contractor put in place whilst carrying out the works?

Answer - All door handles, handrails, and door entry call buttons used by painters will be sterilised and wiped down with sanitiser. They will ensure that they leave all work areas clean at the end of each shift and will sanitise any areas that they have come into contact with. Painters will wear PPE at all times while carrying out works and while in the vicinity of tenants.

Painters will always segregate the work area with barrier tape and cones. They will also ensure that signage is displayed in a highly visible manner to ensure that all tenants and members of the public are aware of the work being completed and are aware of the social distancing measures to be followed

Question - How will the contractor access the rear garden?

Answer - Access to the back court will be obtained via the closes or the back gate. Access through the close will be very brief (if required) and will be obtained via the service button which will be sanitised before and after use.

Question - What colours are going to be used?

Answer - The external colours will be painted like for like. We will not be doing galvanised metal fencing or UPVC or galvanised surfaces.

Question - Will the work schedule include weekend working?

Answer – No weekend working will be undertaken.

Question - Is anything required by me during the works?

Answer – During the works if any opened windows can be closed and any items in the rear backcourt be sited in a safe location to allow the painters access.

Question - Who do I contact if I have any questions?

Answer – If you would like to discuss the proposed work in more detail then please call JS McColl site supervisor Gordon Murphy on 07468 609 875 or their offices on 0141 946 1062.

For any problems contact PHA on 0141 889 7501 option 1.

Our Technical staff will get back to you within 24 hours.

Thank you for your co-operation during the painter works.