FAQ’s TENANTS 10th August 2020
Please find below an update on our FAQ we hope you will find them useful. If you have a question which is not covered please email us at firstname.lastname@example.org or leave us a message on our answering machine 0141 889 7105 and select option 7.
Are close cleaning, garden maintenance, bulk and bulk with bin assistance being provided now?
Yes, apart from taking the bins back in after collection which is part of the bin assistance service for Orchy Crescent and Mannering Road. Tenants affected by this are therefore asked to take their bins back in after uplifts from the Council. This service is expected to re start 24th August.
If you have any concerns regarding the delivery of these services please contact us using the details at the top of this sheet.
If we require to again make changes to the delivery of these services due to the pandemic we will inform you.
My backcourt is in a mess. Will you clear it up?
Yes, but this will be recharged to everyone if we cannot tell who is responsible.
If your backcourt is in a mess please report it using the details at the top of this sheet and we will inspect it.
If there are bulk items please do not wait until we inspect your backcourt but report these immediately. The bulk uplift service is fully operational.
Note: Bulk items contaminated by refuse cannot be lifted as normal.
For your health and safety, and to make sure services can continue to be delivered, residents must ensure all household rubbish is placed in the bins.
Is there still a Caretaking Services at Oliphant Court?
PHA staff are not fully on site at Oliphant Ct and services continue to be delivered through alternative arrangement for bulk collection and cleaning.
We are gradually working to get back to the caretaking service over August.
However please note due to staff safety concerns that the chutes will remain sealed.
The safety measures already in place remain in place:
• Signage on social distancing are up in the lifts and foyer
• Cleaning fluid is at the lifts in the foyer for use on the buttons-please leave in situ for everyone to use
• Floor markings outside lift give guidance on 2 meters
• Caledonian are cleaning touch points weekly,
Residents are asked to continue complying with the safety measures which we have put in place
Oliphant Court Residents Can I still use the Laundry?
What happens if I am self-isolating?
Please tell us immediately if this happens. We must give these updates to contractors. Technical staff will stay in touch with you to see how you are.
Please note that if you are self-isolating with symptoms contractors may not enter your home. For everyone else, please continue to go into a different room while a contractor is in your home.
What repairs are you carrying out?
We have now restarted all repairs and are working to clear any non emergency work logged.
During the day phone the Repair Line 0141 583 4100 and we will answer your call.
For Out of Hours emergencies call 0141 889 7105 and select the trade you need.
You can also still report a non emergency repair through the web site, or e-mail to email@example.com and Technical staff will call you back within 24hours.
Will I get my gas safety check done?
Shielding has been stopped from 1st August. You will now be contacted for access.
Only if anyone in a household is currently self isolating because of Track and Trace or is symptomatic will we defer attending until the end of the 14 days.
Will I get my new bathroom fitted?
For Cyclical work, our paint contract is underway but just for externals of buildings at the moment. For Planned work, Gas Sure is starting our priority Fire Safety contract-they will do the work along with your annual gas safety check or if this has already been done, will get in touch with you.
We have not yet agreed a start date for other work such as bathrooms.
Can I pay my rent?
You don’t have to leave the safety and comfort of your house to keep on top of your rent, we have a range of methods;
Allpay Phone Payments
An automated telephone system, allowing you to make payments from a landline or mobile telephone whenever you want. All you need is your PHA Allpay payment card and your debit/credit card. Simply dial 0844 557 8321.
https://www.allpayments.net/Allpayments/Signin.aspx Internet Payments from allpay is a secure online payment service. This service is quick and easy and available whenever you want. All you need is an internet connection, your PHA Allpay payment card and your debit/credit card. Click on Allpay Internet Payments above to make payment.
- To make payment using your telephone or internet banking service, email the Association’s office firstname.lastname@example.org for the Association’s bank details and your reference number.
Telephone Payments by Debit or Credit card over the phone with us.
Direct debit/Standing Order – Just telephone us for detais and we will help you get this set up.
If you prefer to pay by allpay card you can do this at the post office or one of the many local paypoint outlets – check local stores for details.
As our office is closed we cannot take cash payments and request that if you made payments this way you arrange to make payment using one of the other methods detailed above.
I am self-isolating but normally pay my rent with cash?
If you can’t use any of our other payment methods above, then give your Housing Officer a call and they will try to make arrangements with you.
I can’t find my rent payment card what should I do?
We can order you a new card which will be sent to you in the post.
Alternatively why not consider one of the payment methods above?
What will I do if I lose my job and can’t pay my rent?
It’s important you contact us right away if this happens. Our Welfare Benefits Officer and Housing Officers are still working and can assist you with this.
We will talk to you about how to apply for benefits and keep you right on what you have to do through the process.
Please always check with us first as we are finding that some people are losing out on the right/maximum benefits because they didn’t get advice – we can help you avoid this.
I am currently furloughed what do I do?
Contact our Welfare Benefits Officer/Housing Officer to discuss your situation. We will look to see what help/benefits there is available for you. We can look at a range of things from claiming Benefits, charity applications and debt advice
My employer has closed down and they are definitely not going to pay me, what do I do?
You may be able to claim Universal Credit, but we would advise that you speak to us to check when the best time to claim would be (this is to make sure you don’t miss out on any benefit before you claim) You can email our Welfare Benefits Officer on email@example.com.
Will you evict me if I can’t pay my rent?
We are continuing to work with any tenants who are having financial difficulties to avoid legal action. If you are having difficulties paying your rent, the most important thing is to get in touch with us to discuss your situation.
The government currently has in place emergency legislation to suspend new evictions from social rented accommodation during the coronavirus crisis. When the coronavirus restrictions are lifted, recovery actions including evictions will return to normal.
If any tenant doesn’t pay or doesn’t engage with us unfortunately we can’t help them and we would have to take action when we return to normal. Please avoid being in this situation and allow the Association to work with you at this difficult time..
Will my benefits be affected?
If you currently receive benefits they will not be affected. You may be entitled to increased benefits if you had income from wages that you are no longer receiving. To check any entitlement, contact our Welfare Benefits Officer Alan Graham on firstname.lastname@example.org alternatively telephone him on 0141 583 4123 and leave your details and he will call you back.
Having difficulty managing gas & electricity costs?
Since March 2020 customers with pre-payment meters who may not be able to add credit can speak to their supplier about options to keep them supplied.
Energy customers in financial distress will also be supported by their supplier, which could include debt repayments and bill payments being reassessed, reduced or paused where necessary, while disconnection of credit meters will be completely suspended.
For advice and assistance in managing your utility bills during this time please contact our Welfare Benefits Officer email@example.com alternatively telephone him on 0141 583 4123 and leave your details and he will call you back
Can I phone and speak to staff?
We are pleased to advise that our staff are still working but are based at home. They will respond to messages left-see below. See above for Repairs.
What’s the best way to stay in touch with the Association?
Leave us a message on our answer machine using option 7. Or you can e-mail us at firstname.lastname@example.org We check this regularly and the correct member of staff will phone you back within 1 day during the working week.
How are you going to update me if things change?
We will be regularly updating our website. This is our main source of information and we are updating it at least twice per month or if there are any significant changes
Is the Council still emptying bins?
You can find the latest information on how Renfrewshire Council’s bin collection services are being affected here http://www.renfrewshire.gov.uk/coronavirus-changestoservices#Waste
There is no extra collection service in place.
Please follow the guidance and safely dispose of your waste as this will keep you safe and avoid common areas attracting vermin. And remember any rubbish left in stairwells or communal areas can cause a fire hazard.
I want to end my tenancy how do I do this?
The government’s guidance is from 29 June 2020; all home moves are permitted, provided they can be carried out safely.
If going ahead with ending your tenancy you are still required to give 28 days notice in writing. As our office is closed please email your request to email@example.com and a staff member will contact you to advise you on the steps you need to take in advance of returning the keys to us.
You can also phone 0141 889 7105, option 7 and leave a message for someone to call you back.
I have ended my tenancy. How do I return keys and settle my rent account?
If you have to move just now, please ensure that you have given us notice and discussed the steps you need to take in advance of returning the keys to us.
On your end of tenancy date please put your keys in an envelope with your name and address on them and put them through our office letterbox at 64 Espedair Street, Paisley PA2 6RW and email us at firstname.lastname@example.org to let us know you have done this. We will then sort your final account for you.
If you need to extend your end of tenancy for any reason please advise us as soon as possible and we will revise your end date and final account. .
I have been offered a property. Will I still get it when this is all over?
We have been in contact with applicants who were in the process of being allocated a property pre lockdown and subject to no change of circumstance we will progress towards an accompanied viewing as soon as possible. We are currently reviewing our allocations process to ensure we are complying with guidance for the safety of staff, customers and contractors.
I want to apply for housing what do I do?
Please email us at email@example.com or phone us on 0141 889 7105, option 7 and leaving a message for someone to call you back.
If you are Homeless the Council’s Housing Advice and Homeless Services operate an emergency service for anyone who is homeless, which can be accessed by calling 0141 618 7200 (Mon-Thu, 8.45am-4.45pm and 8.45am-3.55pm on Fridays, and 0800 121 4466 at all other times).
Need help due to Domestic Abuse?
Although lockdown restrictions are being eased, you may still be spending a lot of time at home and this could mean a pressured situation could get worse.
Help is available;
• Scotland’s Domestic Abuse & Forced Marriage helpline - www.sdafmh.org.uk or phone their helpline 0800 027 1234
• Renfrewshire Women’s Aid SCIO - www.renfrewshirewomensaid.co.uk or phone their helpline on 0141 561 7030
• Respect Men’s Advice Line – www.mensadviceline.org.uk or phone their helpline on 0808 8010327
• Galop - safe/just /fair www.galop.org.uk are running the LGBT Domestic Violence helpline on 0800 9995428
As your landlord we can also offer some assistance for victims of domestic abuse and have a designated members of staff designated to give you advice – Samantha.firstname.lastname@example.org
Boots the chemist is reoffering a safe space for Victims of Domestic Abuse
Victims can now visit their nearest Boots pharmacy and use their safe space consultation room to have access to a 24-hour national domestic abuse helpline, the men’s advice line and phone numbers for services specific to Scotland.
Other Tenancy Matters
You can still report anti-social behaviour to us. Our Housing Officers will contact the offending tenant and try to resolve matters with them. Unfortunately if people don’t engage with us we cannot visit them just now. We will try our best to resolve issues but we may in some circumstances have to wait until coronavirus restrictions are lifted to take full action.
If the behaviour is serious you can till telephone the police to attend, please let us know if you have to do this.
You can also contact Renfrewshire Council’s Noise Enforcement Team on 07768988186 for advice during the hours of;
Mon to Thurs. 09.00 to 16.00
Friday 09.00 to 15.30
Friday 20.00hrs to 03.30hrs
Saturday 20.00hrs to 03.30hrs
During lockdown I was letting my dog use the backcourt to do its business and was disposing of this in the bin. Is it still okay to do this?
No. We relaxed the rules for when people were unable to leave their homes. As restrictions have been relaxed we would ask that dog owners take their dogs out with the property for exercise and if they do their business anywhere that this is disposed of responsibly.
Please be a good neighbour and ensure your dog does not cause nuisance
My mental Health is being affected is there help available?
If you are feeling worried or overwhelmed, support is also available from the following organisations:
• Breathing Space:0800 83 85 87
• MIND: https://www.mind.org.uk/information-support/coronavirus-and-your-wellbeing/
• Samaritans: 116 123or https://www.samaritans.org/?nation=scotland
• SHOUT: Text SHOUT to 85258or visit https://www.giveusashout.org/
Paisley Housing Association is a Registered Scottish Charity No. SC035589
Paisley South Property Services
Frequently Asked Questions for Factored Owners – 4th June 2020
- You can pay your bill online via bank transfer or make a payment over the phone while our office is closed - please contact Steffani by phone on 0141 840 5017 or email email@example.com and she will either call you back to take the payment or email you the details.
- If you are having trouble paying your invoice due to the current situation please contact Steffani to discuss your options.
- We also have a Welfare Benefits Officer who can provide advice if your circumstances have changed.
At this time our contractors are primarily carrying out emergency repairs e.g. fire /flood. Where we can we are trying to do door entry repairs.
- If you need to report any repairs during office hours please email firstname.lastname@example.org or use the web site or call our office on 0141 889 7105 and leave a message on option 7 and Technical staff will get back to you. If it is out of hours you can call our office and be redirected to our contractors.
- This contract has been delayed until our contractors are no longer in lockdown. The painter work contractor is now making plans for external work – we will write to all those affected once we know when the project will proceed.
Will my property still receive the additional services like close cleaning or garden maintenance?
- Our close cleaning service is currently being provided by last year’s contractor, Caledonian and will change to this years, Tenement Steps w/c 29th June. As we did not provide the service in April you will not be billed for this month.
- Our garden maintenance service provided by Nurture has not stopped, but there has been some impact as they had to change or restrict how they delivered their service over the last couple of months, and for a while staffing levels were impacted.
- Our Bulk service has not stopped. Should owners require a bulk uplift please request these as normal at 0141 583 4102.
Can I phone and speak to staff about a factoring matter?
- We are pleased to advise that our staff are still working but are based at home.
- Steffani McDonald, who deals with factoring enquiries, can be reached by telephone on 0141 840 5017 (please leave a message and she will return your call) or by email email@example.com during the working week.
- We will be regularly updating our website. This is our main source of information and we are updating it at least twice per month or if there are any significant changes.
PSPS is a Registered Property Factor No PF000305
Gas Sure has made the Health and Safety decision to suspend all works within tenanted properties during lockdown unless it is an absolute emergency. Emergencies are a severe water leak (from a boiler or radiator where the water cannot be contained and is causing significant damage), gas leak and where there is danger to life or limb. They will assess each phone call and will also ask you about your household so they can prioritise the most vulnerable.
If you report that you have no heating and/or hot water then Gas Sure will be able to leave temporary heaters at your door-at a safe distance. Unfortunately there is no facility to provide temporary hot water.
IMPORTANT UPDATE ON GAS SAFETY INSPECTIONS 24/4/2020
The Scottish Government has confirmed that the mandatory annual gas safety regulations are reserved to the UK Government. This means they cannot suspend them. Gas Sure has had to start doing gas safety checks again. You may therefore be contacted for an appointment. All the same protective measures will be in place as when they are carrying out emergency heating repairs, and they will discuss your circumstances with you before making any arrangements..
Please tell Gas Sure if you/your household are self-isolating with symptoms as contractors may not enter your home. Or if you have received the letter to stay indoors for 12 weeks, they will note this and not try to carry out the safety check.
FAQ TENANTS 22 JUNE 2020
PHA wants to update you on how this contract will be dealt with to ensure your safety during these difficult times.
Question - Who is going to do the work?
Answer. - JS McColl has been appointed to carry out the painter work programme. All of their painters have completed COVID19 awareness training and therefore understand the importance of the 2 metre rule and will not under any circumstances breach social distancing guidelines. They will only attempt to work on areas that are readily accessible.
Question - What is the scope of the works?
Answer – All previously painted external surfaces (e.g. railings, window frames, and the front/rear close doors) are to be painted. No internal areas are to be painted.
Question - What safety measures has the contractor put in place whilst carrying out the works?
Answer - All door handles, handrails, and door entry call buttons used by painters will be sterilised and wiped down with sanitiser. They will ensure that they leave all work areas clean at the end of each shift and will sanitise any areas that they have come into contact with. Painters will wear PPE at all times while carrying out works and while in the vicinity of tenants.
Painters will always segregate the work area with barrier tape and cones. They will also ensure that signage is displayed in a highly visible manner to ensure that all tenants and members of the public are aware of the work being completed and are aware of the social distancing measures to be followed
Question - How will the contractor access the rear garden?
Answer - Access to the back court will be obtained via the closes or the back gate. Access through the close will be very brief (if required) and will be obtained via the service button which will be sanitised before and after use.
Question - What colours are going to be used?
Answer - The external colours will be painted like for like. We will not be doing galvanised metal fencing or UPVC or galvanised surfaces.
Question - Will the work schedule include weekend working?
Answer – No weekend working will be undertaken.
Question - Is anything required by me during the works?
Answer – During the works if any opened windows can be closed and any items in the rear backcourt be sited in a safe location to allow the painters access.
Question - Who do I contact if I have any questions?
Answer – If you would like to discuss the proposed work in more detail then please call JS McColl site supervisor Gordon Murphy on 07468 609 875 or their offices on 0141 946 1062.
For any problems contact PHA on 0141 889 7501 option 1.
Our Technical staff will get back to you within 24 hours.
Thank you for your co-operation during the painter works.