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Latest Coronavirus Update

We will continue to update residents regularly as to changes in our services.

The safety of our residents, staff and contractors is our number one priority. We are keeping our residents up to date with changes in the way we operate.

In line with Government guidance, staff are working from home and essential staff are working on site only when they need to be . All the services we are providing are risk-assessed and, where required, staff wear protective clothing. We will always maintain strict social distancing measures.

Our staff are providing all services working from home and we are actively planning to return to more normal delivery on site as soon as it is safe to do so.

Our key updates to you at this time are as follows;

  • Stoll Offices and main reception will remain closed
  • All communal activities are still suspended, with communal areas closed.
  • Everyone is expected to maintain Social Distancing at all times

Staff are all available via telephone and email during office hours 0900 – 1700

  • Please call 020 7385 2110 to speak to our receptionist
  • To speak to a Housing Officer please call 020 7385 2110 and choose Option 1
  • To speak to a Support Officer call 020 7385 2110 and choose Option 2
  • To pay your rent by telephone call 020 7385 2110 and choose Option 3
  • Site Scheme Coordinators are available for support by contacting them directly, their telephone number is displayed on the site office

Email us on info@stoll.org.uk.

Financial worries

We know this is a difficult time and there will be financial worries for some people. If you are struggling, or you think your circumstances may change, please contact us as soon as possible. There are numerous ways we can help and our support staff and  housing officers are available at the end of the phone to support you.

Supporting residents

All support staff are in regular contact with their key clients, if you or one of your neighbours is finding things difficult at this moment please let us know. Our team makes daily calls to speak to those who would like to; please just let us know if you would like to receive a daily call.

Our Health and Wellbeing programmes have moved online where possible, and we are reviewing how we offer activties across all our sites.

Repairs and maintenance

We are now in a position to start expanding our repairs service to include urgent and routine repairs. However, as there is a significant backlog of repairs and maintenance from March 2020, our normal repairs timescales may not be achievable. Our Housing Team is working tirelessly to ensure that as many repairs as possible are completed within normal timescales, but we would appreciate your patience where this is not possible.

Please continue to report all repairs through My Tenancy, by email to repairs@stoll.org.uk or by phone on 020 7385 2110 and choose Option 1.

We will also be re-starting our planned maintenance programme across some of our sites within the next few weeks. You will be contacted directly about these works if they are being carried out in or around your home.

Health & Safety

We are continuing to carry out gas and electrical safety checks in your home as well as all other safety checks in communal areas. We will undertake the same risk assessments and approach to social distancing as for emergency repairs. Your help in providing access to undertake these safety checks is essential.

Estate care

Our housing team is delivering internal cleaning and some grounds maintenance. We are still checking the external areas of blocks so we can ensure that any health and safety hazards such as dumped rubbish are dealt with. Please remember to ask the council to remove any unwanted items from your property, do not leave them in communal areas where they are a fire hazard.

Domestic abuse

If you’re worried that you or someone else might be affected by domestic abuse, we can – in complete confidence – put you in touch with organisations that can support you.

My Tenancy

As a result of staff now working from home, our offices are closed but we are trying to offer as normal a service as possible. If you have not already done so, please register for the My Tenancy portal on our website. You can report repairs, check your rent balance and make payments from your smartphone, computer, tablet or other device.

Government advice

This Government webpage gives clear information:

https://www.gov.uk/coronavirus

Please read the Government’s guidance on what to do if you have the symptoms:

https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public#what-to-do-if-you-have-symptoms

Collection of personal data related to Coronavirus

There will be instances where we may ask you to tell us if you are self-isolating, have or have had any symptoms of Coronavirus. This could be when you’re booking a repair or when arranging for one of our staff members to visit your property. We will only use this information for the purposes of ensuring the health, safety and wellbeing of our employees, contractors and wider communities.

We will process this information because we have a legal obligation to ensure the health and safety of our employees, tenants and contractors. We don’t keep this information for longer than necessary.

We will not disclose this information to anyone else unless it is necessary to do so to comply with any of our legal obligations or where there is a substantial public interest to do so. For example, we may in some instances have to approach Public Health England, or another relevant statutory body, for advice. Visit our full Privacy Notice to find out more information about how we handle your data and how to exercise your rights.