We are currently concentrating our efforts where they are needed most. This means we’ll be focusing on essential services, like care and support, emergency repairs and advice about rent, financial difficulties and keeping you safe in your home.
Within this dedicated coronavirus FAQ area, you can find all the latest answers to your queries and questions about your retirement living home, rent and tenancy.
Our emergency repairs service is operating as normal. To report an emergency repair, please call 0800 048 8955.
Due to the impact of Covid-19, our response time to non-emergency repairs may take longer than usual. You can report non-emergency repairs online using the button below.
We will still need to attend your home to make it safe or to carry out the emergency repair. All of our operatives will follow a set procedure before entering your home.
Please follow their instructions closely for your own safety and that of our operatives. You and your family will need to stay in another room, with the door closed, whilst our operative undertakes the repair.
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Please telephone customer services to rearrange your appointment as quickly as possible.
An emergency repair is a problem that represents an immediate risk to safety, security or health. You can call our customer services team on 0800 048 8955 to report emergency repairs.
Non-urgent, routine repairs can be reported online 24/7 to your landlord. At present, we are unable to give specific timescales for routine repairs to be completed.
If you report a repair and we confirm that our repair operative is attending, you must let them in to carry out the work. We will work with you to arrange when and how the work can be carried out.
If your repair is an emergency, you must let us in for your own safety.
If it is not an emergency and you cannot make the appointment, please rearrange by contacting customer services.
If we do need to visit your home, we have set procedures to ensure that all our repair operatives are working in line with controls adopted by Care Plus that go beyond the current government guidelines.
We will contact you before our operative visits so that you are aware of the following procedure.
Before we enter your home, you and anyone in your household will be asked:
If you are unable to follow these requests, our operatives have been instructed to immediately leave your home to ensure they keep everyone safe.
Operatives wear disposable gloves and have sanitiser and vehicle mounted wash facilities.
Where social distancing of 2m cannot be maintained by operatives working with each other, they wear:
When accessing sheltered / extra care facilities and moving within any communal area, operatives wear Respiratory Protective Equipment.
When the job has been completed, you will be advised to wipe down the immediate area that our operative has worked in.
Yes, residents can currently use communal rooms.
It is important to follow government 'hands, face, space' guidelines and face masks are advisable when you are in shared spaces such as corridors and lounges.
Deliveries of essential food and medical supplies can continue to be made to schemes.
If you are expecting a delivery, please make sure you are in to receive it or have made appropriate arrangements with a neighbour. It is not safe to leave deliveries in corridors.
Where the scheme has staff on duty 24 hours a day we may be able to receive goods on your behalf but please confirm this with the staff on site.
Yes, cleaning will continue with a focus on sanitation and the cleaning of hard/touch surfaces as opposed to normal cleaning activities.
Yes, with appropriate risk assessment, controls and PPE.
If you are self-isolating, we will still provide essential care services, but our carers will use more appropriate protective clothing and will adopt rigorous measures for cleaning and the disposal of waste.
Our carers can only enter your home if there are no visitors present. Unfortunately, should your carer have to leave because you have visitors, they may not be able to return until your next scheduled visit.
If you are concerned that your neighbour is hosting a large social gathering, we would recommend that you report it to the police on 101 because they have the powers to take any necessary immediate action. Please also let us know by contacting your retirement living officer/independent living co-ordinator.
We are working in partnership with the local Police to help customers understand government guidelines on the importance of social distancing.
You can call our customer service team who can offer you help and advice and refer you to our income or money and advice teams, if appropriate. Please call 0800 048 8955.
In order to continue to provide our services and to maintain your homes, we must still collect rent, but no customer will be evicted for being unable to pay their rent because of the impact of coronavirus. You will, however, still receive standard rent arrears reminders.
We will work with our customers to find affordable solutions in order to help people through this difficult period, so if you’re concerned please contact our customer services team on 0800 048 8955.
Our advisors can refer you to our income or money advice teams for further help and support.
Our aim is always to do everything possible to ensure our customers can sustain their tenancies and remain in their homes.
Yes. If you have been offered a new property, we will contact you to discuss how you can safely view and sign-up for the property.
The health and wellbeing of our customers and colleagues is of the utmost importance to us during this difficult time. All our staff are working in line with government advice to help keep you safe. You can find out more in our signing up for a new home guidance leaflet.
To make sure people in work can take the necessary time off to stay at home if they are suffering from coronavirus or to prevent its spread, government support is available. Further details can be found on the Government website here.
If you are concerned about your rent payments due to changes in your income, we advise that you look into any financial support that may be available to you as soon as possible.
You can contact your local customer centre for practical advice on claiming the relevant benefits. Call the team on 0800 048 8955.
Alternatively, there are a number of other agencies who are able to offer advice including your local Citizens Advice.
Once your application has been reviewed, we will get in touch with you to let you know if your application has been accepted.
If successful, our officer will talk you through the process and explain how your application will progress.
The health and wellbeing of our customers and colleagues is of the utmost importance to us during this difficult time. All our staff are working in line with government advice to help keep you safe. You can find out more in our guide to property inspections leaflet.
Yes - you are now able to apply for a transfer, provided transfer conditions are met.
Strict guidelines are in place to maintain social distancing during the inspection visit to ensure the safety and wellbeing of customers and staff. You will be provided with written safety guidance prior to our visit.
Whilst we have begun transfer inspections to allow customers onto the waiting list, we are still managing a ‘priority’ based approach to ensure that those customers with a clear need to move are given priority. This is considered on a case by case basis.
For help and advice, you can call our customer services team on 0800 048 8955.
In accordance with Government and Health and Safety Executive rules, our vital safety and compliance checks are unaffected by Covid. This means we have, and will continue to, carry out:
Yes. If we request access for safety checks you must let us in to carry out this vitally important work to help us keep you and your family safe.
This is in line with our statutory and legal obligations.
If you or anyone in your household has coronavirus, are self-isolating or shielding you must tell us immediately, so your appointment can be rescheduled for after the isolation period has ended.
To ensure that we do not contravene safety regulations, we must continue to send standard letters to remind you that your safety check is due.
Please be assured that the health and wellbeing of our customers and our operatives is of the utmost importance to us during this difficult time and all operatives are working in line with government guidance on how they should enter and work at a customer’s home.
If you are in receipt of benefits or beginning a new claim, you can find out how support has changed for you here.
This government web page is regularly updated with the arrangements being made to support people.
If you're worried about your gas and electricity bills, please contact your provider to discuss your concerns.
The government has launched an emergency package of measures with energy suppliers - find out more on the gov.uk website and Ofgem’s website.
If you're worried about paying your council tax, please visit Shropshire Council or South Staffordshire Council's website to find out what support is available.
We are registered as a Charitable Industrial & Provident Society (30948R)
Registered with the Care Quality Commission (2000032662)
VAT Number: 135 5241 33