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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.

Information for retirement customers

Firstly we would like to thank you for your patience throughout the last 18 months, it has been a difficult time for our customers and their families, as a business we have also experienced many challenges and have had to adapt quickly to new ways of working.

With the easing of all restrictions we are back to business as normal in many ways, however we are still maintaining a cautious approach for the protection of our customers and our staff.

Our Regional Manager teams are now back out on sites undertaking their quarterly visits, Scheme Managers are now working as normal.

We are however restricting the number of on-site meetings that we have with Leaseholders, this is to protect Leaseholders and Staff alike, as our teams go from scheme to scheme county to county they are at particularly high risk of spreading or contracting the Virus.

Scheme Managers and Regional Managers are contactable and happy to be of assistance should you have any questions or matters that they can be of help with, please do not hesitate in contacting them.

We can offer meetings in new ways by using Microsoft Teams this is much the same as using Zoom, it is very easy to use and we are happy to meet with you in this way should you wish to, just let us know and we can arrange the meeting with you.

Visitors to scheme and use of communal areas

Visitors are encouraged to scan in using the QR Code or use the visitor register where to provided to sign in. Residents using communal lounge and laundry facilities are requested to continue wiping down the areas that they have come into contact with using the wipes that have been provided.

Services such gardening and window cleaning

These services are all running as normal now, however we are aware that some contractors may be experiencing some difficulty in obtaining fuel, but so far this has not impacted on their scheduled site visits, if this should change your Scheme Manager will keep you updated.

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 is running to schedule:

  • 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 is running to schedule:

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

Communal water systems

The following statutory service is running to schedule:

  • Water treatment and microbiological testing to communal water systems.

Hand sanitizer

We have continued to supply hand sanitiser for schemes and this will remain the case for the foreseeable future. We strongly encourage visitors and residents to still take a cautious approach to their own welfare and to use the sanitiser when entering the buildings.

Planned repairs

All major projects are now being planned and where necessary the consultation is underway, where there maybe delays in these projects, due to staff shortages by contractors we will endeavour to keep you updated.

Reactive repairs

If you are aware of a communal 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. Out of office hours please contact 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.

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 continue to deliver services as normal to our residential developments. However, very occasionally, we face complications with some contractors' limited availability which may case a level of disruption to our scheduled services. This might mean a delayed visit or attendance on an alternative 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 on this dedicated page about the services we are able to provide and give any notification of any that may be temporarily disrupted or cease totally.

How to contact us

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 will remain in place for the foreseeable future including:

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 will remain in place for the foreseeable future.

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

Communal water systems

The following statutory service will remain in place for the foreseeable future.

Water treatment and microbiological testing to communal water systems.

Essential reactive services

Essential reactive services 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.

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 covered by 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 installments. 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.

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