What does this mean for you?

Navigate through our frequently asked questions below. 

UPDATE AS OF 24th September 2020
  • What services are currently available?

    We’re committed to keeping you safe in your home. The Coronavirus outbreak meant that we had to reduce some of our services for a while, however we resumed our full services in May 2020.

    There continues to be a backlog of repairs for us to carry out which means it may take longer than usual for us to attend to some repairs. All bookings are being prioritised based on emergency and the date you raised the repair with us and we will be in touch to update you on your appointment.

    If you need to report a new repair, we invite you to prioritise our digital services so we can keep our phone line free for emergency and essential needs. Our digital services include:

    We understand you may have concerns about staying safe whilst we carry out works in your home. We’d like to reassure you that we’re committed to keeping everyone safe whilst delivering vital services, so please take a moment to read about our commitment as your landlord, and what we ask in return from you, our valued customers.

    Read more here

  • Is your office open?

    Our office continues to be closed and will remain so for the foreseeable future; however, our colleagues are working from home and still able to assist you.

    We ask customers to contact us using our digital services. Our digital services include:

  • I previously had an appointment scheduled, what will happen?

    The safety of you and your home is of utmost importance to us. The Coronavirus (COVID-19) outbreak has meant that we had to reduce some of our services for a while.

    In line with government guidance and lockdown measures starting to ease, we are pleased to now resume carrying out routine maintenance in addition to emergency and essential repairs.

    If you have previously reported a repair to us, we will be in touch soon to schedule a new appointment. All bookings are being prioritised based on emergency and essential needs. There is a backlog of repairs for us to carry out which means it may take longer than usual for us to attend to non-essential works.

    We’re committed to keeping everyone safe whilst delivering our services. Our colleagues are following strict health and safety rules in line with government advice around social distancing and the use of personal protective equipment (PPE) where applicable. We kindly ask you to join us in protecting one another, so we have set out our commitment to keeping you safe and what we ask of you in return.

  • What about planned works?

    Our planned works have now recommenced. If your home was scheduled to receive planned works (such as roof, kitchen or bathroom upgrades) between April 2020 - March 2021, Thrive and/or our contractor will be in touch to book an appointment with you.

    We'd like to reassure you that Thrive Homes services and our contractors adhere to working safely guidance set out by the Government. If we carry out work in your home please assist us in keeping yourself and our operatives/contractors save and help reduce the spread of the virus, tips on how to do this can be found by clicking here.

  • What will happen to your services in the event of a local lockdown?

    We are closely monitoring government guidance and regional lockdowns around the country. Our understanding is that our services will not be affected by a local lockdown and we will continue with business as usual.

    If there is any change to this guidance we will be in touch with our customers by email.

  • What do I do if I need a emergency repair?

    Please call us on 0800 917 6077. Thrive deems emergencies to be problems that immediately put your safety, security or health at risk. These risks could also affect your family, your visitors or anyone else in your home.

    We will call you within 24 hours and try to assist you with rectifying the repair via video or telephone call. Where this isn’t possible and we need to visit your home, there are a few things that we ask of you including sitting in another room whilst we attend.

    Click here to read more about our commitment to keeping you safe, and what we ask of you in return.

    In some cases, some repairs may take longer to complete, for example, a broken window in a communal area will be boarded up to make it secure but new glass may have to be ordered, so re-glazing would be done later.

    Gas leaks must be reported immediately to Cadent Emergency (Telephone: 0800 111 999).

  • What about gas servicing and electrical safety checks?

    Gas servicing and electrical safety checks are essential to make your home is safe and well maintained. We will continue to carry out these checks for all tenants, asking you to sit in another room with the door closed while we are in the property. This supports us to practice social distancing and reduce face to face contact to minimise risk of spread and keep one another safe.

    We always put your safety first, so if you are shielding and we deem your service or safety check to be a high priority, we will work with you to make additional arrangements so that we can carry out the service and keep you safe whilst you have to stay at home.

    Please make sure your home has a functioning CO2 monitor and smoke alarm installed and remember to test it weekly. For guidance on how to test your alarms, click here. If you are a tenant and don’t have these alarms in your home, please contact us on 0800 917 6077 and we will arrange for one to be sent to you.

    Gas leaks must be reported immediately to Cadent Emergency (Telephone: 0800 111 999).

  • How long are these measures in place for?

    As part of our commitment to keeping everyone safe, these measures will be in place for the foreseeable future. We are keeping our position under review in line with government guidance and will update this page with the latest information and advice regarding our services.

    We will contact customers by email with any changes. It’s important we stay in touch, so please make sure we have your most up to date email address on our system by emailing enquiries@thrivehomes.org.uk.

  • Is there anything I can do to help?

    Together we can keep one another safe. We’re committed to keeping everyone safe whilst we deliver our services and we kindly ask you to join us in protecting one another.

    Click here to learn more about our commitment as your landlord, and what we ask in return from you, our valued customers.

  • What's the best way to get in touch?

    We’re always on hand to keep you safe in your home. For non-urgent matters, please use our digital services first, these include:

     Emergency and health and safety issues can be reported to us on 0800 917 6077.

  • What happens if I my income is affected, and I fall into difficulty making a payment?

    These are difficult times, and we know that coronavirus (COVID-19) is a concern for many of our residents.

    We understand that some customers’ income may be affected as a consequence of coronavirus, either because they are unwell or because of unexpected changes to their income.

    Accessing government support

    Customers should follow government advice to access relevant benefits and support available to them. For most working age people, financial support is available through Universal Credit. Information on this and other benefits can be accessed here: Understanding Universal Credit.

    You may also be able to claim:

    Statutory Sick Pay

    Contributory Employment and Support Allowance

    Paying rent and service charge

    Thrive will still be collecting rent and service charge payments as normal from our customers during the coronavirus emergency. However, if you and your family are struggling with your rent or service charge payments, our team are on hand to provide support and guidance and can be reached by sending us a message on Facebook or emailing: enquiries@thrivehomes.org.uk.

    Additional support

    Customers can find other helpful advice below:

    Money Advice Service

    Citizens Advice

  • What measures do you have in place if a Thrive Homes colleague contracts Coronavirus (COVID-19)?

    Thrive Homes will follow government guidance if a colleague develops the coronavirus and/or symptoms including entering self-isolation and we will notify all customers who have been in contact with this individual.

    We’re committed to keeping everyone safe, so we’ve set out our commitment to you as your landlord, and what we ask in return from you, our valued customers.

    Read more

  • Will my service charge be less due to reduced services?

    We promise to only charge you for the services that have been carried out.

    Each year we calculate estimates based on the previous year’s charges and use this to set your service charge amount that comes into effect on 1st April. We wrote to all customers in February 2020 confirming their estimated service charge amount for 2020-2021.

    Although most services remained in place up until 31st March 2020, we’re aware there were reductions for some customers towards the end of that month. Customers will be notified of any reductions in September 2020.

    Following the initial lockdown in March 2020, we’re pleased to report that to date we have maintained a good level of service. Where services were temporarily suspended, our contractors have been working hard to bring our estates back up to standard – for example, seeing to overgrown communal gardens.  We also increased some of our services to support our customers during the coronavirus outbreak, such as additional cleaning visits to blocks where some of our most vulnerable customers live.

    We review all invoices for services and calculate accounts in September after the end of each financial year and we will notify customers of any weighting change – this is actioned as follows:

    For tenants:

    Where we have overestimated the amount we planned to spend between 1st April 2020 and 31st March 2021 and you have overpaid, we will apply the credit to your account and use this towards adjusting your rent and service charge amounts between 1st April 2021 and 31st March 2022.

    The same approach is applied where we have underestimated the amount we planned to spend between 1st April 2020 and 31st March 2021 and you have underpaid. Instead, we will apply the amount you owe as a debit on your account and include this in the calculation for your rent and service charges between 1st April 2021 and 31st March 2022.

    For leaseholders:

    Once we have calculated any difference between the estimate and actual charges, we will charge this back to you in the September following the end of the financial year. For example, for service charges during 2020-21, you will receive an adjustment notice in October 2021. For overpayments, we will process a refund to your account and underpayments will be taken in accordance with the terms of your lease.

    For further information or any questions, send our team a message on Facebook or email enquiries@thrivehomes.org.uk

  • I want to move home; can I do this now?

    Yes. In line with government guidance, we are able to process transfer and mutual exchange applications. If you previously submitted an application, we will be in touch with you to inform you of the next steps of the process.

    If you’d like to submit a new application for mutual exchange, please get in touch with us by emailing enquiries@thrivehomes.org.uk.

  • What happens if I am self-isolating?

    Please let us know self-isolating. We always put the safety of you and our colleagues first, so we will work with you to either rearrange the appointment or make additional arrangements so that we can carry out the works and keep you safe whilst you have to stay at home.

  • What if I’m worried about letting anyone into my home due to Coronavirus?

    We understand you may have concerns about staying safe whilst we carry out works in your home.

    We’d like to reassure you that we’re committed to keeping everyone safe whilst delivering vital services, so please take a moment to read about our commitment as your landlord, and what we ask in return from you, our valued customers.

    Read more here