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Information for Hexagon residents re: COVID-19 – 24 March Update

March 24, 2020

Dear Residents


Response to the Coronavirus (Covid-19) Pandemic

As you will be aware, the Government has recently significantly strengthened its measures to tackle Covid-19. The main messages were:

  1. Don’t go out, except if shopping for basic necessities.
  2. You can go out to exercise once a day.
  3. You can go out to provide care or to assist a vulnerable person.
  4. You should only be travelling to work if it is absolutely necessary, and where the work cannot be done from home.

In response this latest advice from the government, Hexagon has had to make a number of changes to the services it delivers to you. The aims of these changes are to:

  • Ensure the safety of our residents, contractors and employees;
  • Act on the Government’s/Public Health England’s guidance and do our part to delay the spread of the Coronavirus. This guidance can be found here.
  • Keep key services going during these very challenging times.

When you contact us, we will ask you a few basic questions in relation to the Coronavirus/Covid-19 to ensure we maintain both your safety and that of any Hexagon employee or contractor who visits your home.

The key parts of the measures introduced by the government are to reduce social contact and the need to avoid non-essential travel. To achieve this as far as possible, most of Hexagon’s employees will be working from home. We will cancel any face-to-face meetings and gatherings but we may, where possible, hold these meetings by other means.


The Hexagon office is now closed.
 However our Customer Services Centre is up and running and taking calls. Therefore, if you have any concerns or queries relating to our services, please contact us (020 8778 6699).

We are aware that measures to combat the Coronavirus/Covid-19 are creating financial pressures for many people and so if you have any concerns regarding your payment of rent and/or service charge, please contact our Revenue Team who will assist you (020 8778 6699).

We will be aiming to, as far as possible, deliver a normal service but there are a number of changes we have had to make. These changes are to minimise the need for travel and personal contact. Our aim will be to prioritise the delivery of services that are health and safety related.

During this challenging period, responses to enquiries may sometimes be delayed due to potential staff absences, but Hexagon will try to minimise delays and so your patience and cooperation will be appreciated.


For our General needs and Supported Housing Residents:

Until the government issues new guidance that enables Hexagon to resume normal services, Hexagon will only be carrying out emergency and urgent repairs in your home and communal areas (Click here to view types of emergency and urgent repairs).

Our Customer Services Centre will log all routine repairs that are reported and these will be carried out once the government issues new guidance that enables Hexagon to resume normal services.

If your home is in our current roof replacement programme, Hexagon will not carry out this work until the government issues new guidance that enables Hexagon to resume normal services. If your home is on our current internal improvement, i.e. kitchen and bathroom replacements, or our windows replacement works programme, this work will be delayed until the government issues new guidance that enables Hexagon to resume normal services.

We are currently reviewing our cyclical decorations/painting programme that is due in 2020/21 and we will update you once we have drawn-up a definitive way forward.

We will continue to carry out all health and safety-related works such as: fire risk assessments and all remedial works that arise from these assessments; gas safety checks; water hygiene assessments; communal electrical checks; lift servicing etc.

All routine repairs and disrepair cases that are already in progress will be completed.

If Hexagon’s employees or its contractors were to visit your home, they will wear protective clothing and take extra precautions for both your safety and theirs. Hexagon and its contractors will not send anyone who is sick or has been confirmed to have the Coronavirus or Covid-19.

In terms of housing management, we will again be prioritising health and safety work, especially around fire risk actions and estate inspections. In terms of other services we will seek to deliver these via the telephone wherever possible. We will be prioritising cleaning in our blocks but grounds maintenance will be focused on health and safety issues, and grass cutting is currently suspended.


For our Shared Owners and Leaseholders:

Hexagon will only carry out emergency and urgent repairs in communal areas. Our Customer Services Centre will log all routine repairs that are reported and these will be carried out once the government issues new guidance that enables Hexagon to resume normal services.

If your home is in our current roof replacement programme, Hexagon will carry out this work.

We will continue to carry out all health and safety-related works such as: fire risk assessments and all remedial works that arise from these assessments; gas safety checks; water hygiene assessments; communal electrical checks etc.

All routine repairs and disrepair cases that are already in progress will be completed.

We are currently reviewing our cyclical decorations/painting programme due in 2020/21 and we will update you, if applicable, once we have a definitive way forward.

We will be prioritising cleaning in our blocks but grounds maintenance will be focused on health and safety issues, and grass cutting is currently suspended.

If Hexagon’s employees or its contractors were to visit your home, they will wear protective clothing and take extra precautions for both your safety and theirs. Hexagon and its contractors will not send anyone who is sick or has been confirmed to have the Coronavirus or Covid-19.

For our Co-op Residents:

Most services you receive are provided by your Co-op, and so they will be making their own arrangements for the services they provide you.

However, if your home is in our current roof replacement programme, Hexagon will carry out this work. If your home is on our current internal improvement, i.e. kitchen and bathroom replacements, or our windows replacement works programme, this work will be delayed until the government issues new guidance that enables Hexagon to resume normal services.

We are currently reviewing our cyclical decorations/painting programme due in 2020/21 and we will update you, if applicable, once we have a definitive way forward.

If applicable, we will continue to carry out all health and safety-related works such as: fire risk assessments and all remedial works that arise from these assessments; gas safety checks; water hygiene assessments; communal electrical checks etc.

If Hexagon’s employees or its contractors were to visit your home, they will wear protective clothing and take extra precautions for both your safety and theirs. Hexagon and its contractors will not send anyone who is sick or has been confirmed to have the Coronavirus or Covid-19.

The situation with the Coronavirus/Covid-19 is changing quickly and so we will keep our response to this situation under constant review and we suggest that you visit our website regularly.

[Update 24 March 2020]

 

 

 

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Hexagon Housing Association
HEXAGON HOUSING
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