A home for everyone
26 March

Coronavirus (COVID-19) update 26 March 2020 – a message for our customers

The latest update for our customers
Coronavirus LiveWest update

Updated 26 March 2020

We want to update you on the further steps we are taking to manage the risk of the coronavirus (COVID-19) and how we are protecting you, our colleagues and communities.

Every day we are reviewing the government’s guidelines to help us make the right decisions to protect you, our staff and those who work with us.  We have set out below how our services have changed in response to the government advice published on 23 March 2020. You can read the government’s latest advice on their website.

Our repairs service

Following the latest government advice our repairs service is now restricted to essential safety repairs and inspections. You can find a list of the repairs we can complete here.

Where we need to complete essential safety repair or safety inspections we will work with you to do this in a safe way. In some cases we may be able to resolve your issue over the telephone. If this is not possible then we will arrange to visit you. Depending on the type of repair/inspection we may have to wear masks and gloves. This is to protect you and our teams.

What to do if you or your family is unwell

If you have arranged an appointment, for us to complete a essential safety repair or inspection, and you, or a member of your family, is unwell then you must let us know, so we can keep you and our teams safe.

Contacting us to arrange a non-essential repair

You can still contact us to book in a non-essential repair work. We will record your repair, but we will not be able to give you an appointment at this time. 

We have also stopped all of our improvement works. 

This includes:
• kitchen, bathroom replacements
• replacement of roofs, windows and glazing.

We will make sure that this work is completed later in the year, and we will be in touch with you to make a new appointment as soon as we can.

Are you over 70 or have a health condition which means you are self-isolating?

We understand that the next weeks and months are going to be tough and we want you to know that we are here when you need us. We will be phoning you to check you have the support you need in place and if you need support then we will help you to get this. If you are worried at any time give us a call. Our Customer Service teams are here for you - on the phone, online and you can contact us by email. 

If you live in one of our sheltered housing and extra care schemes, then in line with the latest advice your friends and family should not visit unless it is to provide you with help or care. We are sorry that the community rooms at these schemes are now closed. We appreciate that it’s going to be hard not seeing friends, family and neighbours but our scheme managers will continue to be in regular contact with you and help you to arrange the support you need. 

Are you worried about your rent payments?

We appreciate that you may be worried about rent payments. We want to reassure you that if you are unable to make a rent payment because you are now on reduced hours, or you have lost your job as a result of the coronavirus, you will not lose your home.  

Please talk to us as soon as you have concerns so that we can help ensure you receive all the money to which you are entitled. We will work with you to agree an affordable payment plan which takes into account your individual circumstances. Please speak to your Income officer, if you have any concerns. You can find their details here.

We want to spend our time supporting those customers who have been directly impacted by the coronavirus (COVID-19). This means it’s more important than ever that if your employment circumstances have not changed, you should continue to make your rent payments as usual.

Our housing teams 

Our housing teams will no longer be carrying out site visits unless they have been asked to provide essential support to a vulnerable customer. This means that we have suspended most services including the allocation of new homes other than in exceptional circumstances where the applicant would otherwise be homeless. If you are directly impacted by this, please speak with your Housing officer and we will agree how we can support you.

Our priority for the foreseeable future is to ensure that we provide the necessary support to our vulnerable customers in our homes and communities. We are continuing to contact all of our 5,500 customers who we believe might have to self-isolate to ensure that they have the support they need in place. If you have any concerns and need support yourself, or for a neighbour, in the first instance please contact our Customer Services team.

Our Customer Service Centre

Following the government’s guidelines, our offices in Weston, Skypark and Tolvaddon are now closed until further notice and staff are working remotely.

All of our online and telephone services are operating as normal, but our changes may mean that at peak times it may take slightly longer to get through on the phone. Please be patient, we will get to you, we promise.

You can find our latest news here our website, or on Facebook

Need to contact us?

If you are worried about your own situation, please contact us and we will do everything we can to find someone to help.  Here’s how you can contact us:

If you live in Somerset and West of England:

Call:  01934 526 000
Email: talktous@livewest.co.uk

If you live in Devon and Cornwall:

Call:  0300 123 8080
Email: enquiries@livewest.co.uk

In the coming days and weeks, we will be doing all we can to keep you and our teams safe. We really appreciate your patience and understanding.

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