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 current Government guidance, we are delivering 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. You can watch a video here which shows what you need to do when we visit.

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 a non-urgent repair, what do I do?

We resumed non-urgent repairs from 8th June, please report these in the usual wayWe have some Scheduled Repairs that we were not able to carry out during lockdown still to complete - we will contact all tenants affected with a revised completion date. 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. 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.

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?

The Community Hub, in partnership with a range of voluntary sector organisations, has a helpline available 7 days a week (Monday to Friday: 8am-8pm. Saturday to Sunday: 8am-6pm). You can call them 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?

You can drop off your keys at the following 3 offices, but there is limited access as follows:

  • Civic Building – reception is open as usual and keys can be handed in at the counter in a sealed envelope and the address on the outside
  • Bridge Street, Thorne – reception is not open, so keys need to be put in the external post box in a sealed envelope and clearly labelled
  • Mexborough Business Centre, College Road, Mexborough – whilst the reception is open, this is not a St Leger Homes reception and therefore keys should be given to the reception point in a sealed envelope with the address on the outside.

Keys cannot be handed in or left at any other office other than the ones named above at the current time. 

Please do not post your keys back into your property.

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. Please refer to the question above (Q. I want to hand my keys in, what do I need to do?).

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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