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Grierson House
The Crichton
Bankend Road
Dumfries, DG1 4ZS

0800 011 3447
(free from mobile networks)
01387 242 509 (Fax)

Questions about Coronavirus? Check out our FAQs.

How are you keeping your customers and staff up-to-date with the latest information on the virus?

We are constantly monitoring the advice from the UK and Scottish Governments and the NHS and putting in place immediately all recommendations and instructions.

All our websites and social media platforms are continually updated with the latest guidelines and advice from the UK and Scottish Governments, both for staff and customers.

Our staff intranet, website and social media platforms will contain all the information staff and customers need.

Are your services still running?

While our housing offices are closed to the public, staff are still working round the clock to provide services to our customers and our communities.

Our housing officers and customer service team are available online and on the end of the phone to provide help and support. Welfare benefits advisors are also carrying out appointments by phone.

Our Eat Well service has launched in DGHP now and will continue (for as long as we have access to food) for customers on the programme and will extend to those identified as self-isolating with no other means of support during the self-isolation period.

We are reminding customers that they can book an emergency repair, pay their rent and check their account from home by using our online self-services or by calling us.

Are you still carrying out repairs?

We are now providing a restricted range of services in our communities. As a result, we are only carrying out emergency repairs. Non-essential appointments are being cancelled so that we can prioritise emergency repairs.

We are letting customers know if we have to cancel their repairs appointment.

In the case of gas and boiler breakdowns, if they cannot fix anything at the time, our contractors will make it safe and supply additional heaters. Health and safety guidelines are in place for house visits for repairs teams and all other staff.

Are you still carrying out investment work?

Some of our improvement projects have had to be delayed because of the current situation.

Any work that was due to begin but has not yet started will be postponed.

If work has already started on kitchens and bathrooms, our contractors will finish the work.

All other projects that have already started will be put on hold. The area will be made completely safe and left clean and tidy.

As soon as the situation eases, we will be back in touch with customers to let them know when the work can begin.

Are you still letting homes?

During the Coronavirus outbreak, we have had to stop letting our homes temporarily. During this time, our focus will be on helping those who are vulnerable and in greatest need, including homeless people.

Anyone who is homeless should contact their local authority for advice, support and temporary accommodation. (We are calling customers who have been offered accommodation to assure them the offer will remain live and they will not lose out on the offer)

Will tenants who are forced to self-isolate and can’t go to work still have to pay their rent?

We are urging customers affected by the Coronavirus due to illness or self-isolation and who are worried about the impact it will have on their income and paying their rent to get in touch with us.

We are here to help.

We will do absolutely everything we can to help them through any difficulties caused by the current situation, including their ability to claim any relevant benefits.

We will support each customer according to their individual circumstances. We have a wide range of support available.

We wouldn’t evict people who are in rent arrears as a direct result of Coronavirus.

The sooner customers get in touch with us, the more we can do.

Will my benefits be affected?

The DWP has made arrangements for people who have to self-isolate because of the virus, or who have been diagnosed with the virus.

People currently claiming Universal Credit or Employment Support Allowance (ESA) will not be required to produce a fit note and will not be sanctioned if they let the DWP know in advance of their situation. Mandatory work search and work availability requirements will no longer apply

People who need to make a new claim for Universal Credit will be able to receive a month’s advance payment without going to a jobcentre. ESA will be payable from day one, rather than after seven days.

People who are working or are self-employed will still be eligible for statutory sick pay if they are staying at home on Government advice, not only if they have been infected. Statutory sick pay will be available from day one, rather than after four days.

More information on the DWP website here

We’re always here to help customers who are affected.

If customers need any help or advice to claim Universal Credit or other benefits, our experienced staff are available on the phone.

Customers can also find information on our website.

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