General | 26 March 2020
Summary: Latest information on coronavirus/Covid 19
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 are most vulnerable.
We are reviewing all aspects of the services we provide, and have plans in place to ensure our most critical services can continue.
We are monitoring and following government advice, which is currently to delay the spread of the virus, to protect the NHS and to save lives. As a responsible employer and landlord we are keen to support this approach, not just for customers, but for the wider community and our colleagues.
Customers should not visit MTVH offices and should contact us by telephone, email or online.
You can also sign up to our online services. Visit www.mtvh.co.uk to be directed to the right place.
Any residents who need to contact us should call 0203 535 3535.
We are now focusing our repairs and maintenance services on emergency issues only. This means providing emergency repairs for the following problems:
In addition, this means that:
We ask that residents only contact us if you have one of the emergencies listed above, so that we can focus on supporting our vulnerable customers and addressing emergencies first. However, if you are not certain whether you have an emergency, please get in touch and our teams will advise you.
It is our intention to continue cleaning services, working with our contractors to ensure these important services are maintained. However, due to resource challenges in relation to coronavirus (Covid-19) we will be looking to ensure that our Care and Support and Key Worker locations are prioritised for cleaning in the first instance.
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 vulnerabilities like being pregnant or having underlying health issues. We will advise you in each case about how we are able to support you.
We know these changes will have an impact on customers and we are sorry for the inconvenience they may cause. We will continue to update customers as the situation develops.
Rent and Service Charges
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 guarantee that we will not commence any new proceedings or evictions against anyone in arrears or financial hardship caused by the Coronavirus for at least three months.
We recognise that some services customers receive are being temporarily paused. We are therefore reviewing our service charging policy and will provide further updates in due course.
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 we guarantee that someone will call or e-mail you back to explain how we can help.
This is bound to be a stressful and worrying time, particularly for those who are isolated or unwell or have children at home, and for those who may work in our valued health and social care services.
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 6ft or 2m distance between yourself and those not from your household.
Government advice and support
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.
Further support (external)
During these challenging times, residents and customers may wish to contact external organisations who can provide support with different issues:
Mental health helplines
Whether you’re concerned about yourself or a loved one, these helplines and support groups can offer expert advice.
Specific advice on money worries and corona virus
Drug and alcohol support
Call the helpline-Consumer Issues
Perpetrators of Abuse