Coronavirus updates and information

At GreenSquare, our focus is on ensuring we can continue delivering our essential services – and on how we can reduce/mitigate the risk of spreading coronavirus.

We will continue to follow government guidance, monitoring the updates from Public Health England and taking a flexible approach.

We understand that these are frustrating and unsettling times, but we'd like to thank you for your support and understanding as we work together to play our part in limiting the further spread of coronavirus.

GreenSquare partner organisations and other stakeholders: please see our update here

 

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 Customer service

Our current contact centre hours are Monday to Thursday 9am-5.30pm, Friday 9am-5pm. Remember you can get in touch with us using myGreenSquare, email, or phone (full details are on our 'Contact us' page). At other times calls will continue to be handled by our out-of-hours provider.

Our customer reception at Methuen Park, Chippenham, is closed until further notice.

 

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 Repairs and appointments

The latest guidance from government that requires people to stay at home, except for very limited purposes, means we will now provide an emergency-only service.

Therefore, we are prioritising essential health and safety-related work (including gas safety inspections and other compliance work) and services to our most vulnerable. Please get in touch ONLY in cases of emergency. This will ensure we can target and use our resources in the most effective way.

Emergency repairs include (but aren’t limited to):

  • total loss of electricity
  • total loss of water supply
  • any loss of heating or hot water
  • any serious leaks in your home
  • any unsafe or insecure external window, door or lock.

This means that when you contact us, we will ask you some questions to assess and prioritise your repair, so that we can find out the best way to help you, while doing what we need to do to keep everyone safe.

If you call our customer service team and request a repair that does not fall within our emergency criteria, we will ask you to call us back when the current crisis is over, and we will be able to help you then.

Keeping you safe in your home remains our priority. We have recently updated the fire and electrical safety section on our website; please take the time to read this important information here.

The new restrictions will also mean we stop other limited services we had been continuing; these include any surveyor or housing officer visits, floating support, and estate warden services. We will stop new tenant sign-ups, unless in an emergency, and close our GreenSquare Homes sales centres.

We ask all customers requesting emergency repairs, or other essential visits, to please let us know if they are self-isolating or otherwise affected by coronavirus as we need to protect our colleagues too.

 

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 Financial support

We know that these are frustrating and unsettling times for everyone.

If you are worried about financial difficulties, we encourage you to get in touch with us straight away – by either emailing us at info@greensquaregroup.com or by sending us a message via myGreenSquare – so that we can offer help and support as soon as possible.

Ruth Cooke, GreenSquare's chief executive, said:

"We know that some customers may be placed in serious difficulties as a result of the COVID-19 pandemic.

"If you are worried about financial difficulties, we encourage you to get in touch with us straight away so that we can offer help and support as soon as possible.

"We would like to reassure our customers that we are putting in extra support measures during this challenging time. No one will be evicted because of the coronavirus outbreak.

"We absolutely support the statement given by the National Housing Federation about this issue (read more here)."

 

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 Foodbanks

We know it’s a challenging time for everyone at the moment as the coronavirus pandemic unfolds. Foodbanks are community organisations aimed at supporting people who cannot afford the essentials in life.

Foodbanks work with referral agencies to provide food vouchers for people in crisis – please don't contact a foodbank directly yourself. Instead, in the first instance, please contact the Citizens Advice Bureau, or your local council, to get a voucher for your local foodbank, and for further information about what to do next. If you're a regular user of a foodbank, please contact your usual voucher provider.

Once you have been issued with a voucher, you can exchange this for three days’ emergency food at your nearest foodbank centre. (If you are not given a voucher or voucher number, you will be given alternative guidance/instructions.)

If you're unable to find an organisation or local support group who can help you, and if you have no family or friends who can help, please contact our customer services on 01249 465465 and we might be able to provide support.

Please be aware that foodbanks are making every effort to stay open during this crisis, but many are largely dependent on volunteers, so their service might also be affected at this time.  

If you can afford food but are unable to get it due to self-isolating or for another reason, please contact your local council or Citizens Advice.

 

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 Community groups, support and information

Communities across the country have risen to the challenges presented by the coronavirus to make sure people are supported through this very difficult time.

To find local community support in your area, please visit one of the following (we will continue to update this information if and when it changes):

Oxfordshire

Wiltshire

Swindon

Gloucestershire

 

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 Domestic abuse support

SafeLives have published a guide on staying safe to support victims of domestic abuse through this challenging time. Read it here.

Always call 999 if it's an emergency or you're in immediate danger.

Wiltshire

The Phoenix Project
Tel: 01225 775276
Email: helpdesk@splitz.org
Website: https://www.splitz.org

Gloucestershire

GDASS
Tel: 01452 726570
Email: support@gdass.org.uk
Website: https://www.gdass.org.uk

Oxfordshire

Domestic abuse support services in Oxfordshire

 

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 Useful resources

GOV.UK – Coronavirus (COVID-19) guidance

NHS – Coronavirus (COVID-19): Advice for everyone

Universal Credit – Coronavirus and claiming benefits

Citizens Advice – Free, confidential information and advice

 

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