Coronavirus

Our number one priority throughout the coronavirus pandemic is the safety and wellbeing of our customers, particularly older people and those who are 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 get back to you 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:

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 the coronavirus, 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.

Due to the large number of calls we are currently receiving, it may take a little longer for us to answer your call. We apologise for any inconvenience this may cause. Please do consider reporting non-emergency repairs via our secure online portal or my emailing on the details listed above.

Update for customers in London Borough of Hounslow, Leicester City Council and Bedford Borough Council areas – 25th May 2021

Following the announcement of the government’s guidance relating to the Covid-19 variant that has been found in the areas listed above, we have reviewed how our services can be safely delivered.

We are continuing to deliver our routine maintenance, replacement, and servicing works. Our emergency repair support will continue, although customers that notify us about routine repairs may be subject to delay and we will advise you if that is the case. We are continuing to operate a full compliance service, including servicing of all gas, electric, water, asbestos, lift and fire equipment to ensure customers’ safety.

We have developed safe ways of working that mitigate the spread of the coronavirus and keep residents and our engineers and contractors safe. Clean, infection free and well maintained communal and open spaces are a priority for our residents and our cleaning, grounds maintenance and communal maintenance services remain in place.

Please let us know if you or members of your household are self-isolating so that we can work with you to carry out the maintenance of your home in a safe manner. During this time, as with all visits to your home, we will ask you to work with our staff and delivery partners conducting the work or visits to ventilate the room or area, respect a suitable social distance and use suitable face coverings.

We will operate with an increased awareness and sensitivity to our customers who may be shielding or are more vulnerable.

Our services are continuing to operate in a way that is safe for both customers and colleagues, and are being delivering in accordance with all government guidance and requirements.

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 the coronavirus, 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.

Due to the large number of calls we are currently receiving, it may take a little longer for us to answer your call. We apologise for any inconvenience this may cause. Please do consider reporting non-emergency repairs via our secure online portal or my emailing on the details listed above.

You can find out more about how MTVH is keeping customers and their homes safe during home visits here.

We are continuing to provide our full range of Care and Support services to customers, working closely with local partners to keep people safe. Our Care & Support services continue to respond to both local and national guidance as it is updated; and we recommend you check visiting arrangements before you travel to one of our services. Strict Covid-19 safety measures remain in place, and PPE will be required in some areas.

The government’s blanket restriction on care home visitors has now been lifted, however, at the majority of care homes, visiting is still limited to only 5 named people for each resident. You will also be asked to complete a rapid ‘Lateral Flow’ test on arrival.

Don’t forget, you can sign into your MTVH Online or MyTVH account where you can:

  • ask for a repair and upload photos of the repair need.
  • see status and appointments for repairs to your home and communal areas.
  • find up-to-date information about your rent or service account and transactions
  • pay online
  • write to us

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

However, we understand that some people may be experiencing financial difficulties. Our teams are available on the phone or by e-mail if you think you are going to struggle to make payments and we encourage you to contact us as soon as possible to discuss the support we may be able to provide.

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

We encourage any customer facing financial difficulties to contact us as soon as possible.

People are able to continue their purchase of a home and to move home.

We have undertaken a comprehensive review of our operations to ensure that our construction sites, offices and marketing suites are operating in a way that is safe for everyone.

If you have any questions or concerns give the SO Resi team a call on 020 8607 0550. Monday to Friday 9:00am to 5:30pm.

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 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 coranavirus means people are being asked to stay at home where possible, only leaving home for limited reasons or to escape domestic abuse. 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 . 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 coronavirus 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

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.