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Coronavirus

Information regarding COVID-19 for our customers

Advice for Grange Property Management Customers

We are monitoring the latest Government advice on Coronavirus (COVID-19) on a daily basis and are reviewing our business planning based on the information we are given.

In order to actively update you we will be sharing information on this page for the foreseeable future.

As always the health and safety of our customers, our employees and our contractors remains our key focus and priority. We would like to thank you for your understanding during this unprecedented time. As soon as we can return to normal service, we will.

We will continue to:

  • Plan for future requirements to ensure that high standards can be resumed as soon as possible
  • Manage the developments finances, annual budgets and accounts
  • Work closely with our contractors to ensure that essential repairs and maintenance can be carried out

Information for retirement customers

In line with the recent easing of lockdown restrictions, we are operating as close to business as usual but with some necessary changes to protect our staff, our residents and our customers. We continue to urge all residents to maintain a safe social distance and observe the rules laid out by Government.

This information will be updated regularly and is available in printed form through you Scheme Manager.

Contacting your scheme manager and/or regional manager

Our Scheme Managers continue to work from home and will be doing a weekly walkaround site visit. They are providing the same service, their hours remain unchanged and they will be making welfare telephone calls to residents who have requested one and to our more vulnerable residents. We understand that this is a worrying time - if you are concerned about shopping and medications, your Scheme Manager will help to find resources in your area that you can contact.

For urgent and non-urgent retirement queries please contact your Scheme Manager as normal. If your Scheme Manager is not available please email us on info@grangemanagement.com including your contact details in the message. E-mails are being picked up on a regular basis and we will contact you as quickly as possible.

Visitors to scheme and use of communal areas

Government advice remains that anyone considered to be vulnerable should stay at home and follow social distancing guidelines.

For the time being this means that no visitors should be allowed on to scheme and that communal activities are suspended until Government advises otherwise. Our schemes are all independent living developments, therefore it is down to residents who they allow to visit. Our members of staff are not expected to enforce Government guidance.

Residents using communal laundry facilities are requested to do so using social distancing guidelines. If a case of Coronavirus is detected on scheme we will have to close the laundry facilities until we are able to deep clean the area.

Services such gardening and window cleaning

We are working hard to keep our service levels operating in full against the backdrop of changing guidance. When on site contractors will follow Government guidelines, maintaining strict distancing measures and not approaching residents. There may be some delay in services due to demand and supply chain disruption.

Bins and refuse collection

Bin and refuse collection will continue to be managed by your local authority. However we ask that all rubbish is properly tied up and placed in the refuse collection bin to avoid attracting any rodents or pests.

Fire Testing and Fire Safety

The following statutory service remains in place:

  • Fire system testing to: Alarms, smoke detection, automatic opening vents and emergency lighting.

Emergency call outs will also be undertaken.

Lifts

The following statutory service remains in place.

  • Lift testing
  • Statutory competent person lift inspections
  • Lift servicing and emergency call outs

Communal water systems

The following statutory service remains in place:

  • Water treatment and microbiological testing to communal water systems.

Hand sanitizer

Government advise that regular hand washing with soap and water is best sanitizer is not available and the onus remains on visitors/carers to have washed their hands prior to getting to the scheme.

Planned repairs

Major projects and planned repairs are still in progress although may be subject to delays dependent on supply chain - please contact you Scheme Manager if you require more information.

Reactive repairs

If you have an emergency repair please contact your Scheme Manager. If your Scheme Manager is not available please contact us by email at propertyservicesdesk@grangemanagement.com during office hours. Messages are being picked up on a regular basis and we will contact you as quickly as possible. Out of office hours please call CentraPulse through your emergency call system.

Paying service charges and ground rent

The service charge is used to fund all the communal services in a development and is paid for by the residents. The payment covers vital services such as on site managers (if applicable), statutory services such as buildings insurance and communal electricity. It also covers non essential services such as gardening. We understand that people may face financial difficulties in the short to medium term, however it is vital to ensure that the statutory services are maintained.

Any cut backs put in place during lock down resulting in surplus funds in the service charge will be refunded once the year end accounts have been reconciled, audited and distributed (within six months of the year end).

If you are struggling to make payments – please click here.

What to do it you think you have symptoms?

  • If you think you may have Coronavirus, please do not go to a GP surgery or hospital. Stay indoors and avoid close contact with other people for the period of time advised by NHS
  • Please call the NHS 111 advice line, or the 111 online Coronavirus service available at: www.111.nhs.uk/covid-19
  • Please notify your Scheme Manager so that we are aware and that other residents can be notified of a Self Isolating Resident (SIR) on scheme.

What to do if you are diagnosed with Covid – 19?

  • Please follow the NHS and Government guidance about how to self-isolate
  • Please notify your Scheme Manager so that we are aware and that other residents can be notified of a diagnosed case on scheme.
  • We can then arrange for a deep clean to be undertaken of the communal areas

Information for residential customers

We will continue to maintain non essential services wherever possible to all our residential developments. We are facing complications with some contractors' limited availability which may cause a level of disruption to our scheduled services. This might mean a delayed visit or attendance on an alternate day. Every effort will be made to minimise the impact on our customers where possible.

All contractors will be exercising social distancing on site and will be following Government, Public Health England and NHS health and safety guidelines together with guidance from their own trade associations.

We will endeavour to keep residents informed regularly via this page about the services we are able to continue to provide and give notification of any that may cease totally.

How to contact use

For urgent and non-urgent residential queries or to report a maintenance issue, please continue to email info@grangemanagement.com or contact your Property Manager. Alternatively you can also email propertyservicesdesk@grangemanagement.com

Fire safety visits and lift inspection/services

The following statutory service remains in place:

Fire system testing to - Alarms, smoke detection, automatic opening vents and emergency lighting. Emergency call outs will also be undertaken.

Lifts

The following statutory service remains in place.

  • Lift testing
  • Statutory competent person lift inspections
  • Lift servicing and emergency call outs

Communal water systems

The following statutory service remains in place.

Water treatment and microbiological testing to communal water systems.

Essential reactive services

Essential reactive services will continue as normal at this present time where it is safe for our appointed contractors and our residents for the works to be completed. There may be some delay to the completion of non urgent repairs.

Communal cleaning

Communal cleaning will continue in line with the annual schedule although there might be some disruption to the usual day of attendance.

Paying service charges and ground rent

The service charge is used to fund all the communal services in a development and is paid for by the residents. The payment covers statutory services such as buildings insurance and communal electricity and also covers non essential services such as gardening. We understand that people may face financial difficulties in the short to medium term, however it is vital to ensure that the statutory services are maintained.

We are endeavouring to maintain housekeeping contracts such as gardening and window cleaning however we are having to review these daily based on contractor availability. Any surplus funds that result from this fluctuation in service will be refunded once the year-end accounts have been reconciled and distributed (within 6 months of the year-end).

In the meantime if you are struggling to make payments – please click here.

What to do it you think you have symptoms?

  • If you think you may have Coronavirus, please do not go to a GP surgery or hospital. Stay indoors and avoid close contact with other people for the period of time advised by NHS
  • Please call the NHS 111 advice line, or the 111 online Coronavirus service available at: www.111.nhs.uk/covid-19
  • Please notify us.

What to do if you are diagnosed with Covid – 19?

  • Please follow the NHS and Government guidance about how to self-isolate
  • Please notify us so that we can arrange for a deep clean to be undertaken of the communal areas and to ensure appropriate measures are implemented to protect our contractors providing services to the block.

Information for commercial tenants

The Commercial Team is doing all it can to continue to provide the high quality service expected of it. All members of staff are now home based and working hard to maintain the service they provide to their customers. All telephone calls are being redirected. When telephoning please use the direct line number for the person you wish to speak to. These numbers are:

Rental Payments (Commercial Tenants only)

The current COVID-19 pandemic is unprecedented. Clarion recognises this and will try, where possible, to work with their commercial tenants to reduce the impact on small businesses. The Chancellor of the Exchequer recently announced measures to help reduce the impact of the COVID-19 outbreak on businesses totalling £330bn. Business rates are suspended for 12 months, grants are available for small businesses and the government has agreed to guarantee bank loans which are available at favourable rates. Full details of the proposals can be found at: https://www.gov.uk/government/publications/guidance-to-employers-and-businesses-about-covid-19/covid-19-support-for-businesses

We would encourage you to review your Business Interruption Insurance Policies, to establish if a pandemic of this nature is coveredby the policy.

Clarion is closely monitoring the situation and reviewing how the Government measures will assist commercial tenants with their cash flow. Clarion has considered requests for a rent holiday, however as they are primarily a social housing landlord and given that the Government has yet to announce measures to help those who rent their homes, they are unable to offer rent concessions to their commercial tenants at the present time.

However, Clarion has agreed that all commercial tenants who pay their rent quarterly in advance can, for the next quarter (rent due 25 March), pay on a monthly basis by way of three equal instalments.This concession does not vary the Lease, the terms of which can be enforced by Clarion in full. It is personal to each of the parties. Clarion Housing Association Limited reserves its right to withdraw from this agreement at any time.

As mentioned previously, if you are experiencing difficulties, we strongly advise you to contact your bank and review the Government advice in the first instance to see what support is available to you.

As the Government measures unfold, Clarion will continue to review their response and will try to offer support where possible.

Emergency Repairs (Commercial Tenants only)

Most leases granted by Clarion will be on full repairing and insuring (FRI) terms which places the obligation to undertake repairs within the demise on the tenant. We would suggest that you familiarise yourself with your lease and your repairing obligations therein.

Where you are suffering from issues such as water ingress from outside your demise – from the roof or flat above, which are your landlord's responsibility, please report the matter to us. During normal office hours please contact Wendy Mansfield on 01483 411 716 or email wendy.mansfield@grangemanagement.com.

To report emergencies outside of normal office hours, please telephone Patrick McHale on 07803 441 067 or email patrick.mchale@grangemanagement.com.

Due to the current pandemic, Clarion Response (Clarion's Repairs Department) will only attend to emergency works where life or property is at risk. All non essential repairs will have to be deferred until after government restrictions are lifted and a normal service can resume.