COVID-19 FAQ'S

 

Although our offices are currently closed to visitors, our team is working as normal and you can reach them during office hours (9.00am to 5.00pm, Monday to Friday) 

Use the new online customer portal to report repairs or pay your rent 24/7:

Login to the Portal

Alternatively, you can email housing@clanmil.org.uk

Telephone for urgent enquiries (not repairs) 028 9087 6000 

Telephone for emergency and essential repairs only on 028 9087 6019

or email repairs@clanmil.org.uk

Telephone for rent arrears 028 9087 7034 or

email Incomerecovery@clanmil.org.uk

Facebook Messenger @clanmilhousing, Twitter @ClanmilHousing or here on our website www.clanmil.org.uk

Outside office hours, our out-of-hours emergency repairs service will continue to operate on 028 9039 3134. This service is for emergency essential repairs.

Following the phased easing of restrictions, we are now carrying out repair as normal, where it is safe to do so. 

There may be situations where repairs will be delayed because people are self-isolating or due to Covid related issues that prevent contractors entering your home. If you, or anyone in your home, have been told to self-isolate, have tested positive for Covid or are experiencing any COVID-19 symptoms, you must let us know when you report your repair. 

Please contact our repairs desk on 028 9087 6019 or at repairs@clanmil.org.uk 

We will assess if the work required can be carried out safely at this time. If not, we will take the detail of the repair and log it in our system to be completed when safe to do so.  If your repair is inside your home, and we can proceed with it, please ensure that you follow current social distancing guidelines while our contractor is in your home.  

Also, please open the windows in the area when they are working to ensure it is well ventilated. Our contractor will wear gloves and a mask and ensure the repair is carried out as quickly as possible.  They will clean all surfaces they touch before leaving your property. 

External repairs and repairs to vacant properties are continuing as normal.

We recognise some people may be nervous about contractors coming into their home but it is important that boiler servicing, servicing electrical systems and fire safety repairs continue in order to keep you and your home safe.  

We need access to your home to complete these services, so please ensure that you are following current distancing guidelines and the area where our contractor is working is well ventilated by opening windows.  Our contractor will wear gloves and mask and ensure the repair is carried out as quickly as possible.  They will clean all surfaces they touch before leaving your property. 

Our grounds maintenance service has now fully resumed with a new contractor, Greentown Environmental Ltd.

The Department for Communities has an agreement in place with all social housing landlords that any social housing tenant facing difficulties paying rent during COVID-19 will not be evicted.  

The Department will work with Housing Associations and the Housing Executive to help them keep tenants in their homes and to ensure that the welfare system can provide help to their tenants as quickly as possible.  

You can get the most up-to-date information on the Department for Communities website.

If you’re worried about paying your rent, please get in touch with us now. Our Money Advice Team are providing advice and support for people who are struggling with their finances, including help claiming benefits, and they can help you.  

Contact our Money Advice Team on 028 9087 7047 or email moneyadvice@clanmil.org.uk

Yes. However, we will manage this process differently. You should still get in touch with us to give us at least 4 weeks notice, as normal.

Events and activities are limited at this time to those that can take place safely, either by following the Government’s social distancing advice or virtually.

Yes. Where your scheme has a cleaning service for communal areas, provided by Clanmil, this will continue. Both you and our colleagues are expected to adhere to physical distancing restrictions.  

Window cleaning is continuing.

Yes. This is continuing.  You and our colleagues will be expected to adhere to physical distancing restrictions.

Yes. If there is a playpark at your scheme it will remain closed because of the risk of infection. However, we will be reviewing this and will communicate with you when we have agreed safe protocols to reopen playparks.

Clanmil provides a range of accommodation specifically to older and vulnerable people where we provide additional support. Of course, we also have older and vulnerable people living in our general housing.  Older and vulnerable people living in our general needs housing who do not have family or friends to help at this time, and who are concerned, can also contact us and we will try to help by signposting them to appropriate services. We’ll try to help you to find the help you need.