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Coronavirus: information for customers

We're continuously planning, preparing and delivering safe working methods to reduce any risk of exposure to Covid-19 for the people in our housing and supported living.

Our priority remains to keep our customers and colleagues safe and support them in any way we can. 

To ensure your safety and better communicate with you, we ask all our customers to update their contact details. 

This means we can update you on any changes to our services as a result of coronavirus. If you have an email address or mobile phone number, we would be grateful if you could share this information with us. You can do this by:  

For the latest coronavirus advice, please visit the NHS website.

 

Be aware of Coronavirus scams   

Unfortunately, some criminals are looking for opportunities to scam people as a result of coronavirus. Try to be extra alert and contact the Police on 101 if you have any serious concerns. 

Colleagues from THT, including our contractors, will always have an ID and will be able to set out the reason for being at your property. If you're ever in doubt of someone's identity, take a few moments to call the Customer Hub on 0300 777 7777. Our team are here to help.  

 

What THT services are affected 

Home moves 

Our Home Moves team is letting homes with appropriate risk assessments and safety measures in place.

If you've been offered a home, we'll call you to discuss any Covid secure restrictions we may need to put in place to keep you and our team members safe. We'll then arrange to meet you at the home so you can look around and ask us any questions about your potential new home.

Once your new home is ready to move into, we can either email your tenancy agreement to you or meet you again in person to finalise things. The good news is that this new way of working shouldn't extend the time you have to wait to move into your new home.

Sale Point (Head Office)

The reception area at Sale Point has been closed since March 2020. We've developed different ways to offer the services that we provided from reception and don't plan to reopen. 

However, we'll work with customers and colleagues to look at the reception space and how we develop it over the coming months.  

We can still be contacted by phone on 0300 777 7777, or you can email us. 

Our phone lines become busy at times, so our wait times may be a little longer at peak times, particularly early mornings, but we'll get to all calls.  

We encourage you to use our telephony system that keeps your place in the queue without physically holding on to the call. Our system automatically dials you back when it's your turn, so please select this option wherever possible.

Safety works  

We have continued to carry out essential safety works such as gas servicing, gas safety checks and electrical testing. These checks make sure you and your household are safe.   

We've also continued to make regular inspections of your building to check fire safety preventative measures, such as fire alarms, are compliant. We're in regular communication with Greater Manchester Fire and Rescue Service and will continue to act on their advice and recommendations regarding fire safety at your building.  

Rent Payments

We have received some queries about how to pay your rent. Please visit our dedicated webpage to learn about the different ways that you can pay 

We understand that coronavirus will impact many households, and this will be a difficult and worrying time for some.  

We'll continue to support you to improve and manage your financial position. We'll work with you to set up affordable payment plans, claim benefits, access much-needed welfare benefits, debt and other support. If you're struggling, please get in touch by calling 0300 777 7777 or email customer@mytht.co.uk 

Limelight Old Trafford

Limelight is our community health and wellbeing hub in Old Trafford. All on-site services are open as usual, with appropriate risk assessments and safety measures in place, such as hand gel for people using the facilities. 

Play areas 

All play areas in the community have been assessed and are open. Please adhere to the latest government guidelines when using our play areas.  

 

What help is available to me? 

Trafford Community Response 

We've worked collaboratively with our partners across the borough to help establish six community response hubs. These hubs are resourced with expertise and volunteers to help with wellbeing calls, food and fuel support, signposting to other services or helping those who are lonely. 

If you live alone, are struggling to make ends meet, are self-isolating, or generally need advice or support, please contact 0300 330 9073 (8.30am to 5.30pm, Monday to Friday). 

The advice line is for Stockport, Oldham, Rochdale and Trafford. Please select option 4 for Trafford, then ignore the options for 'goods and services' or 'pensions' - just hold the line, and we'll signpost you to one of the Trafford Community Response Hubs to access the support you need.  

Welfare and debt advice 

We know a lot of our customers are struggling to pay bills, afford the weekly shop and are experiencing other financial difficulties. Our Customer Support team is on hand with expert welfare and debt advice to help with all sorts of things to save and manage your money. Our team can: 

  • Check you are receiving all the money you're entitled to
  • Reduce your household bills and apply for grants for things like household appliances or to clear utility debt 
  • Help you to manage debts and set up ongoing payments for your bills 

If companies, such as debt collection companies and bailiffsare chasing you for money, we will contact them and make arrangements on your behalf or find other solutions to your debt problems. 

Contact the Customer Hub on 0300 777 7777 and ask for a customer support team member to call you. 

Support and resources for our BAME communities 

Greater Manchester Centre for Voluntary Organisation (GMCVO) has produced a web page which includes information, sources of support and resources (including links to translated guidance) for Black, Asian and Minority Ethnic (BAME) communities. Visit their support and resources for BAME communities webpage.  

Emotional wellbeing 

If you're struggling with your emotional wellbeing and would like to talk to someone, blueSCI Support, a Trafford based service, are offering wellbeing support over the phone that is accessible via the following number 0161 912 2177. Alternatively, you can contact them by email on enquiries@bluesci.org.uk.  

If you need urgent support, you can attend your local A&E, get advice from your GP or call the Samaritans on 116 123. 

Domestic abuse support 

There are many support services that can help if you or someone you know is experiencing domestic abuse. Find out about the support available.   

Advice to self-isolate due to coronavirus doesn’t apply if you need to escape from domestic abuse. Many pharmacies have safe spaces where you can get information about support and make calls. Find pharmacies offering safe spaces on the UK Says No More website. 

Fire safety at home 

THT and Greater Manchester Fire and Rescue Service (GMFRS) urges everyone to make sure they are keeping themselves and their families safe at home.  

With many people now working from home, it’s even more important that households are taking the right steps to make sure they are safe from fire.  

Everyone can do their part by taking small, simple steps such as making sure your smoke alarm is working and never leaving cooking unattended. You can find more information on keeping your home safe for fire on our dedicated webpage.  

 

How can I help in my community? 

If you're able to volunteer in your community or a local business who can support anything from supplies to logistics, please visit the Thrive Trafford website.  

If you're part of a community group that is already offering support to your community – we could help with supplies, training, environmental health and safeguarding support.  

Phone 0300 777 7777 or click here to email us.