What does this mean for you?

UPDATE AS OF 12TH APRIL 2021

Now we are all being asked to stay at home again, it is even more important we continue delivering as many of our services as possible so we can keep you safe in your home.

We’d like to reassure you that we’re committed to keeping everyone safe whilst delivering vital services, and this includes those who are clinically extremely vulnerable and shielding.

We understand you may have concerns whilst we carry out works in your home. 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 by clicking here

We've put together some frequently asked questions below so you can learn more about our service status. If you can't find the answer you're looking for, click here to contact us.

Together we can keep each other safe.

  • What services are currently available?

    Our services continue to be in full operation in line with government guidance - with some adjustments - so that we can protect one another whilst keeping you safe in your home. 

    Gas and electrical servicing

    Now we are all being asked to stay at home again, it's important we continue to carry out  gas and electrical servicing as these are essential services, which - if left - could compromise the safety of you and your loved ones. 

    Please, don't put your safety at risk and keep to your gas and electrical servicing appointments. We promise to keep you safe whilst carrying out these essential works. Click here to learn more.

    Repairs

    We are continuing to carry our essential repairs and maintenance service, with changes to some works that require two engineers.

    We are working hard to minimise any disruption to our repair services, but please be aware that at times you may have to wait a little longer for an appointment. Especially if the repair requires two people to complete it. 

    Due to circumstances beyond our control, there may be times where we or our contractors experience staff or material shortages. We would really appreciate your understanding should this occur, and we’d like to reassure you that we will always ensure that your safety is not compromised.

    If you need to report a 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:

  • Is your office open?

    Our colleagues are currently working from home and able to assist in the usual way. Thrive’s office continues to be closed and will remain so for the foreseeable future.

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

    Email: enquiries@thrivehomes.org.uk

  • What about gas servicing and electrical safety checks?

    Gas servicing and electrical safety checks are essential to make sure your home is safe and well maintained.

    Now we are all being asked to stay at home again, it's important we are able to access your home to carry out essential gas and electrical servicing which - if left - could compromise the safety of you and your loved ones. 

    Please, don't put your safety at risk and keep to your gas and electrical servicing appointments.

    Keeping you safe

    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, and this includes those who are clinically extremely vulnerable. 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

    We always put your safety first, so if you are isolating or shielding 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 carbon monoxide 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).

  • What about planned works?

    Planned works include works such as roofing, kitchen, window or bathroom upgrades.

    To ensure everyone’s safety, some internal works may be delayed. Other works may also be suspended as a result of possible material shortages or contractor availability beyond our control.  We promise to always keep you informed and we or our contractor will contact you if any scheduled works are to be postponed.

    If you do not hear from us, please assume the scheduled works are going ahead as planned. We'd like to reassure you that Thrive Homes Services and our contractors adhere to working safely using the guidance set out by the Government.

    If we carry out work in your home please assist us in keeping yourself and our operatives/contractors safe and help reduce the spread of the virus, tips on how to do this can be found by clicking here.

  • 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.

    To minimise contact unless necessary, 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, repairs may take longer to complete, for example, a broken window in a communal area. This will be boarded up to make it secure, however 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).

  • 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. Please, use our digital services first where possible so we can keep our phone lines free for emergency calls. Our digital services 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)?

    We’re committed to playing our part against preventing the spread of coronavirus and our colleagues are following the Government’s advice to work safely.

    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.

    You can help too…

    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 when accessing our services.

    Click here to 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.

    Where services have been previously 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.

    These are uncertain times and there is no guarantee that services will not be impacted again. We’d like to reassure you that you will only pay for the services that have been carried out. Read more in Understanding your Service Charge and Ground Rent here.

    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.

    To learn more about the Government’s guidance on moving home during the coronavirus outbreak, click here.

  • What happens if I am self-isolating?

    Please let us know if you are 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.

    Now we are all being asked to stay at home again, it's important we continue to carry out gas and electrical servicing as these are essential services, which - if left - could compromise the safety of you and your loved ones. 

    Please, don't put your safety at risk and keep to your gas and electrical servicing appointments.

  • 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, and this includes those who are clinically extremely vulnerable.

    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

    If you have any concerns, our team is on hand to talk these through with you and you can click here to speak to an advisor directly.