Updates during Coronavirus outbreak

As part of the steps the Government is now taking to re-open society, it has asked social landlords, including Council’s, to start putting plans in place so that Housing services can begin to return to normal.

The Government has written to all tenants setting out what is expected of social landlords and the services that we provide to our tenants.

This letter includes guidance on Maintenance and Repairs, Gas safety checks, Allocations and moving home, in addition to other areas where Council’s support tenants.

As a result of this guidance, we are now looking at how we can start to safely deliver these services whilst maintaining a safe distance, follow hygiene procedures and be aware of the wishes of tenants who may be self-isolating or shielding.

The areas where we expect to start being able to expand our services include repairs, where we will start to work through a backlog of non-emergency and urgent repairs before taking new requests, and allocations where we will look to introduce viewings and sign-ups for prospective tenants who will be moving into our properties.

Keeping our tenants and staff safe while we start to re-introduce some of our services is our main priority and we will provide an update for tenant once we are in a position to start to safely expand our services.

In the meantime, please see the information below about how some of our services have been affected by the Coronavirus Pandemic.

Contacting our Housing Service

Due to the ongoing Coronavirus pandemic, we have made some temporary changes to the way you can contact our Housing Service. If you or a member of your household are displaying symptoms of Coronavirus and have chosen to self-isolate, please tell us.

If you want to get in touch with a general enquiry, a tenancy issue or non-urgent repair, then please call us on 01909 533 533 or email customer.services@bassetlaw.gov.uk.

Emergency and Urgent Repairs only - please call 0800 590 542. – We are only carrying out Emergency and Urgent repairs subject to screening questions. Please tell us if you are self-isolating. You can also Report a Repair online.

Emergency Repairs include – Where a situation poses a danger to either the occupants or public, or if left unattended could cause serious damage to the building.

Urgent repairs include – Where there is a risk to health and safety, but no immediate danger to the occupants, public or property, in addition to works that need to be carried out quickly in order to overcome serious inconvenience and damage to the property.

Any planned repairs that are currently taking place will be completed. So that we can prioritise Emergency and Urgent Repairs, we will not be carrying out any new planned repairs until further notice.

Gas Repairs – Our gas contractor Sure Maintenance is still attending planned services and emergency repairs, subject to screening questions.

For gas related repairs, please call Sure Maintenance direct on 0800 083 3743.

Gas Servicing and Safety Certificates These appointments are continuing as planned through our contractor Sure Maintenance subject to screening questions. If you were due to have a gas service or safety visit and have chosen to self-isolate, please contact us and this will be arranged for you as soon as your isolation period has ended or you are feeling well again.

Electrical Testing – Our contractors will begin the electrical testing programme, however we will be maintaining the Government and HSE guidelines whilst carrying out the work. Electrical compliance and safety is vital to keep all our tenants safe.

Wardens and Independent Living Centres – In order to protect vulnerable and older adults we have replaced our daily physical visits with phone calls. A number of wardens will continue to be based at our Independent Living Centres in order to conduct essential health, safety and well-being checks.

Lifeline - Due to staff resources and so that we can prioritise emergency calls, we are only able to carry out new Lifeline installations for residents who have no family or relatives living in the immediate area.

Housing Officers – Our Housing Officers are available to contact via phone and email. Please call 01909 533 533 or email customer.services@bassetlaw.gov.uk.


Change of service

While restrictions are in place to prevent the further spread of Coronavirus, we have changed the way that we allocate our properties, conduct viewings and enable new tenants to move into their homes.

All of our revised practices are conducted in line with Government advice and have been risk assessed to ensure the safety of potential new tenants and our staff.

Looking for a property and bidding

You can view all of the properties that are available each week on our Homefinder website. We are not currently producing hard copies of our property guides until further notice.

If you have a Homefinder account, you can bid for a property as you normally would. However, at this time we ask that you only bid on a property if you are certain that you would accept the property should your bid be successful.

Allocating properties and viewings

In order to conduct viewings in the safest way possible for tenants and staff, we will be allocating properties and arranging viewings with the highest placed applicants.

Should you wish to view a property, we ask that a maximum of two people from the same household attend the viewing. We cannot permit children under the age of 16 to attend a viewing at this time.

Sign-ups and moving in

Should your bid and viewing be successful and you wish to move into the property, we will contact you by phone and take you through the sign-up process in the same way that we would during a face-to-face interview. This will involve talking through the terms of the tenancy agreement with one of our Allocations Officers and supplying you with other relevant information.

Once the sign-up process is complete we will send the final Tenancy Agreement to you by post, or another agreed safe method, for you to sign and return to us. This can be returned by post, by dropping it off at any of our offices in Worksop, Retford or Carlton Forest, or by arranging collection with our Allocations Officer.

Once this process is complete we will arrange for the collection or delivery of keys and you will be free to move into your new home.

Should you have any further questions about the revised allocations, viewings or sing-up procedures, please contact our Allocations Officers on 0800 590 542.

Caretaking Teams – Our Caretaking Teams will continue to be out in our communities.

Community Skips - Our Community Skip Programme is currently suspended. 

Community Centres - Government guidance will allow Community Centres to reopen from Saturday 4th July 2020 and we are currently putting steps in place to welcome users back to our buildings safely.

Our Community Centres will reopen as soon as practicably possible after this date and we will be publishing further information on how organised groups and the community can start use our centres again. Thank you for your patience.

Last Updated on Friday, June 26, 2020