Coronavirus

Our number one priority as we respond to the coronavirus (Covid-19) is the safety and wellbeing of our customers, particularly older people and those who may be most at risk.

 

If you are experiencing financial difficulty, have concerns about the wellbeing of yourself or your family, or if you are aware of a resident who is struggling to receive support whilst self-isolating, please get in touch and someone will call or e-mail you back to explain how we can help.

Contacting us

Customers should not visit MTVH offices at this time. However, you can send any enquiry to us through our secure online portal for the fastest response.

Alternatively, you can contact us by email or telephone.

As the government has begun easing lockdown measures, we are starting the process of extending our repairs and maintenance services beyond the current emergency service to start re-establishing our standard routine repairs service.

For non-urgent repairs in the home, our priority will be re-commencing with these repairs in a way that is safe for both customers and colleagues. We have maintained a detailed log of all non-emergency repairs requests raised since lockdown came into place and will be contacting residents to schedule appointments. We will be working through this list as quickly as possible and appreciate your patience and understanding at this time.

As we work to restart our routine repairs and maintenance services, we will continue to carry out non-essential repairs and maintenance services outside people’s homes, in addition to the emergency repairs service we have been operating since the beginning of lockdown. All services are being carried out in line with government safety guidance.

Our current services include:

  • All gas, electric and other servicing, both in communal areas and in homes
  • External works, including works to roofs, walls, paving and fencing
  • Communal works, including works to electrical repairs, windows, doors, flooring and other works in communal areas
  • All cleaning services to internal and external communal areas
  • All gardening and grounds maintenance
  • Works on empty properties

We are now also reintroducing routine works where safe working protocols allow us to do so.

We are ensuring that our staff and contractors have the right personal protective equipment (PPE) and are able to maintain social distancing. For example, if we come into your home, our technicians will wear protective equipment as appropriate and may ask you to wait in another room while they carry out a repair or a service.

To report a repair or any other issue, please contact us in one of the ways listed below.

If you are contacting us to request that we visit your property, please let us know if anyone in your household is currently unwell due to Covid-19, or self-isolating due to vulnerabilities, such as pregnancy or underlying health issues. We will advise you in each case about how we are able to support you.

 

It is important that customers continue to pay their rent and service charges.

However, we understand that many of you will have lost some or all of your income and our teams are available on the phone or by e-mail if you think you are going to struggle to make payments.

There is a range of support available to support you, including delayed payment plans and support accessing the government help. This applies to all customers.

We will follow all government guidance concerning suspension of eviction proceedings. We will not commence any new proceedings or evictions against anyone in arrears or financial hardship caused by Covid-19 for at least three months.

As you may have read or heard in the news recently, the Government has now eased restrictions on people being able to continue their purchase of a home, as well as allowing the sale of homes to start again, provided that social distancing measures are in place to continue to tackle the COVID-19 outbreak.

We have undertaken a comprehensive review of our operations to ensure that – where appropriate – we can now safely start to re-open our construction sites, offices and marketing suites with stringent measures in place to ensure the wellbeing of our customers, our staff and other visitors.

This is bound to be a stressful and worrying time, particularly for those who are isolated or unwell or have caring responsibilities at home, and for those who may work in frontline essential roles.

We would ask you to be a good neighbour to these people at this time by thinking about the impact of excessive noise, particularly late at night, and being mindful of the requirement to keep a 2m distance between yourself and those not from your household.

Please see the government’s regularly updated guidance on coronavirus.

The Department for Work and Pensions also has guidance on the support available for those receiving Universal Credit or other benefits and for those who may need to claim benefits in the future.

Watch the Universal Credit video on how to make a claim below.

It’s important to be mindful of fire safety at home, particularly at a time when we’re all spending more time than usual there. You’ll find information about staying safe at home on your local fire service’s
website, but some common advice includes:

  • Don’t use barbecues on balconies or indoors.
  • Avoid smoking in the home, if you smoke on balconies do take extra care when discarding cigarettes.
  • Avoid using candles, as they are one of the main causes of fires in the home.
  • Check electrical appliances and avoid leaving on a power supply to chargers.
  • Avoid using chip pans or hot oil cooking.
  • Use a thermostatically controlled electric deep-fat fryer, as they can’t overheat.
  • Avoid using deep fat fryers or pan frying if possible and, if you do, please take extra care.
  • Take extra care if using portable heaters and ensure there is a clear space around them.
  • Don’t store items in communal areas or block fire escapes.

If you have any concerns about fire safety, please contact us.

The following helpful guides are also available and provide information on fire safety:

 

The coronavirus (Covid-19) outbreak means that life is changing for all of us for a while. Faced with the sudden uncertainty of what will happen next and the relentless news about the pandemic, can take its toll on your mental health; particularly for those of you already living with conditions like Obsessive Compulsive Disorder (OCD), anxiety or depression.

Read more about mental health and wellbeing.

We know parents and carers might be worried about balancing working from home with family life, from creating structure to coping with difficult feelings.

Read our tips and advice to help you and your family during these times.

The current Coranavirus outbreak means people are being asked to stay at home and isolate where possible. For people experiencing domestic abuse, this is an anxious time as you may feel isolated with someone who is violent or abusive towards you or your children.

Find out about the practical assistance available and specialist support organisations who can help.

 

Safeguarding Children is more important than ever during the Covid-19 lockdown. In normal times there’s oversight of children who are at risk of neglect or abuse, in our schools, nurseries, after school and sports clubs as well as through wider family and friendship circles. In these lockdown times children are far less visible and for some families, there are greater pressures within our homes.

Read our tips and information about Keeping Children safe

During the Covid-19 crisis, it is particularly important to safeguard adults at risk. They may be more vulnerable to abuse and neglect as others may seek to exploit disadvantages due to age, disability, mental or physical impairment or illness.

Read more information and advice about safeguarding adults

Since the Covid-19 lockdown began there’s been an increase in attempted scams and data frauds which play on people’s natural concerns about Covid-19 and social distancing measures. It helps to make you, your family and vulnerable friends aware of these, so they can better protect themselves with some simple steps.

Read more information on how to spot and avoid the latest scams

Want to learn new life skills, improve your prospects for a new job or progress your career? Our free e-courses are available 24/7 to suit you. The free digital course library has over 130 CPD accredited courses in a wide range of subjects.

For more information about the e-courses, or to book your place contact Dawn, your training lead at training@metropolitan.org.uk or call 07714 738 685.