Updated information from Futures Housing Group on how they are proceeding in the current circumstances can be found below.
Repairs and customer services
The changes to our repair service will remain in place and we are reminding all tenants to only report emergency repairs at the current time, although we will return to normal as soon as possible.
This week we sent an email to tenants about this and thanking them for their continued patience during this difficult time. You can read the message here.
Our customer services and income teams are all working from home and therefore can continue to assist tenants. We’re also supporting our vulnerable customers with welfare calls and care packages.
The government recently announced that house moves and viewings can now take place. We have started the process of reletting empty properties where it is safe to do so but, as with other services, this will take time to adapt and to restore to ‘business as usual’. Our customers continue to be patient and understanding and we are still holding new homes for tenants and will be in touch with them as soon as possible.
Our new corporate plan was due to be released this summer, however, because of the coronavirus emergency, our launch event has been postponed. We will be in touch to let you know the new date for the launch as soon as we can.
General measures are summarised below:
- Futures have implemented an emergency only repairs service, to protect both staff and customers, and to comply with Government restrictions. Details can be found on their website https://www.futureshg.co.uk/latest-news/2020/important-service-announcement-in-response-to-the-coronavirus-outbreak/.
- The Futures contact centre is still in operation - staff are working from home and are available to address queries where it is possible to do so, as well as direct customers to sources of help and support.
- For those customers who are elderly, vulnerable and/ or self-isolating, Futures are proactively making outbound calls to make sure any concerns or queries are addressed and customers have somebody to talk to in isolation.
- Necessities are being delivered where customers require them, and Futures are directing residents to organised Government schemes where they can.
- The Money Advice team is continuing to support customers via telephone and Skype, especially where customers are concerned about the impact of job loss etc. and claiming benefits accordingly.
All such measures are being examined and kept-up-to date as Government advice continues to be released. Futures can be contacted via telephone at 0300 456 2531, and a business continuity statement regarding their response to coronavirus is available here.