St Leger Homes of Doncaster

Coronavirus - Q&As For Tenants

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Q. What services are you providing at the moment?

In line with Government guidance, on 8th June we resumed delivery of all our core services. This includes delivery of non-urgent internal repairs and essential home visits. All work is being undertaken in accordance with social distancing guidance and we ask all tenants to bear with us whilst these extra safety measures are in place.

Q. I have a problem, can I visit my local St Leger Homes office to discuss this?

Unfortunately, due to the current situation, all our offices are now closed. We would ask that people only contact us via phone or online if their enquiry is urgent or an emergency.

Q. I have an urgent emergency repair, what do I do?

We are continuing to carry out emergency repairs as needed. Please call us on 01302 862 862 and we will arrange for the repair to be carried out as a matter of urgency. This number is available 24/7, 365 days a year.

Q. I have a non-urgent repair, what do I do?

As of 8th June, we have resumed non-urgent repairs. New repairs can be reported by calling 01302 862 862 or via our website. If you have an existing repair logged with us we will contact you to arrange an appointment in due course. We have many repairs to work through, so we appreciate your patience and we would be grateful if you did not call us to check on progress, given the amount of repairs we are working through. Please be assured that your repair will not be forgotten about.

Q. Flood works to my property were put on hold due to lockdown, will these now resume?

We will contact all tenants affected by the floods where works are outstanding, or these have been put on hold, to provide an update on when works will restart.  You will be contacted over the next few weeks and you don’t need to call us.

Q. Now core services have resumed, can I expect the same delivery and timescales for work to be carried out?

Whilst we will always put customer service and the needs of tenants first, we appreciate there might be some delays to what we would be able to deliver in normal circumstances, and we ask for your understanding with this. We are dealing in some instances with large backlogs of cases caused by the lockdown period and also with a reduced level of staffing in some teams. Additionally, with the majority of our staff are still working remotely, we realise there may be increased waits when phoning us and other technological challenges. We apologise for the inconvenience this may cause and we are doing everything possible to overcome these problems.

Q. I am self-isolating as I or a member of my family has the symptoms of coronavirus, what should I do?

Please let us know by calling us on 01302 862 862. Please understand that we will not visit your home during your period of isolation, unless it is an emergency – this is to prevent the risk of spreading the virus to other vulnerable people. Any staff who do need to visit your property during a period of self-isolation for emergency reasons will be following Public Health guidance with regard to the protective clothing they need to wear – this is to protect yourself and our member of staff. 

Q. I have had a letter from my doctor/NHS to say I should be shielding – can I ask you not to come to my property?

Please let us know by calling us on 01302 862 862. Please understand that we will not visit your home during your period of isolation, unless it is an emergency – this is to prevent the risk of spreading the virus to other vulnerable people. Any staff who do need to visit your property during a period of self-isolation for emergency reasons will be following Public Health guidance with regard to the protective clothing they need to wear – this is to protect yourself and our member of staff. 

Q. I have a gas servicing appointment scheduled, will this be taking place?

Gas servicing appointments resumed on Monday 6th April – tenants will receive letters to arrange these in the usual way going forward.

Q. I am struggling to pay my rent, what can I do?

If you are struggling, or anticipate having difficulty paying your rent, you should contact your local housing office as soon as possible on 01302 862 862 – our trained income management officers and tenancy support officers will give support and advice wherever possible. Our advisors will also be able to signpost to other support where appropriate, for example via our Tenancy Sustainability Team or via partner organisations.

We understand and recognise that with the current uncertainty, incomes will be reduced for some tenants, that is why we have also offered to defer rent payments for a 3 month period – please note this money will still need to be repaid at a future point, but we hope this gives people breathing space.

If you need help or advice regarding your energy bills, please visit: https://www.stlegerhomes.co.uk/moneywise/energy/discounts-and-support/covid-19-support/

Q. Is Doncaster HomeChoice still operating its Choice Based Lettings system and allowing people to bid on properties?

Yes - the bidding process resumed in a phased approach from 28th May. We also resumed the mutual exchange process from the same date and again this has been restarted using a phased approach.

Q. I am worried that I am about to become homeless – are your homelessness services still operating?

Yes, our homelessness services is continuing to operate. If you require homeless support the number to ring is 01302 736 000 during office hours (Monday to Friday 8.30am-5pm) – and 01302 323 444 outside of office hours.

Q. I am unable to get to the shop and chemist.  Who can help me with food and emergency medicine?

Doncaster Council has launched a Community Hub in partnership with a range of voluntary sector organisations and has a helpline available 7 days a week from 8 am-8pm you can call on 01302 430300 or email enquiries@dncommunityhub.org.uk. For a full list of services offered please visit: www.dncommunityhub.org.uk.

Q. I want to hand my keys in, what do I need to do?

Due to office closures you will need to post the keys to the property through the letterbox of the property you are leaving and to advise us by telephone immediately when you have done this. If you do not advise us then your tenancy and rent liability will continue.

Q. My relative is one of your tenants and has sadly passed away, what do I do?

We are sorry to hear of your loss. As our offices are currently closed, we would ask that you either post the keys through the letterbox of the property after you have cleared it – or post the keys through our letterbox at our head office at St Leger Court, White Rose Way, Doncaster DN4 5ND.

With either option we ask that you let us know by calling 01302 862 862, so that we can process the ending of the tenancy.

If you are unable to clear the property due to self-isolating, we would ask that hold on to the keys until you are able to clear the property. At this point we will allow two weeks rent free weeks to give you time to clear the property and return the keys.

Q. I am suffering domestic abuse and need support, where can I get help?

If you, or someone you know, is being abused please call the Police  always call 999 if it is an emergency. You can also call the Doncaster Domestic Abuse Hub for advice and information 01302 737080. You can ask for help using the online form at www.doncaster.gov.uk/domesticabuse – and there is further helpful information and advice on this website.

Q. I need more advice about the coronavirus, where can I get this information?

For the latest information and advice about the coronavirus, please check out the Public Health Doncaster site here: https://www.doncaster.gov.uk/services/health-wellbeing/coronavirus-covid-19

Q. Will you be reopening your communal halls?

Unfortunately we will not be reopening our local communal halls to the public at the current time, but we will keep this situation under review.

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Contact

St Leger Court
White Rose Way
Doncaster
DN4 5ND
Tel: 01302 862862
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