COVID-19 co-op update 24 March 2020

Due to the coronavirus pandemic, the Co-op closed on Tuesday 17th March 2020 and we remain closed until further notice. Staff are now working from home and we are committed to offering uninterrupted service to our customers during this difficult time where possible.  Our phones still operate Monday to Friday with regular staff answering all calls.  We are also able to receive immediate voicemails from anyone that calls the co-op and leaves a message on our answer machine.

Repairs service

We are responding to emergency repairs but non emergency repairs will be recorded and further consideration will be given as to our ability to carry out any work.  We have provided a 100% repairs service until today, 24 March 2020.  Our main multi trade contractor Rodgers and Johnston have advised they will no longer be able to attend to non emergency repairs for the time being.   We ask that tenants are patient and continue to report repairs as our phone service is operating as normal.  We will review each one that comes in.   Our estates have received a litter picking service until today, however that is likely to be reviewed and we ask residents to be patient with us while we do review this service.

Checking in with tenants

We are also contacting many of our tenants, particularly elderly and vulnerable.  The response from tenants so far has been excellent with everyone appreciative of the Co-op contacting them.  We have offered assistance and advice and it has been reassuring to hear how family, friends and neighbours have been looking out for each other.   We will continue to make contact to check in with some tenants.  We are signposting and referring tenants to other services where necessary.

Paying rent

While our country is in the middle of the Coronavirus pandemic, we still have a requirement to ensure rent is collected. We have been in contact with some tenants to discuss rent payments with advice and assistance being offered where tenants have been experiencing difficulty in paying rent.  We are still able to refer to our Advice For Tenants and Residents (AFTAR) project but they are also remotely working but will engage with any tenant that needs advice.  Be assured we will be applying a sympathetic approach when dealing with rent collection but it will be important for us to keep talking to tenants, especially if there are rent arrears issues.

How to pay your rent

Some tenants prefer to pay rent by visiting shops and Post Offices and using their swipe card.   Given the current situation, we strongly recommend you consider paying by internet bank payment or calling allpay on 0844 557 8321.  All you need to hand are your bank payment card (16 digit debit card reference no) and the allpay (white rent card) 19 digit reference number.   Don’t worry if you do not have that number, we can get it for you.  Call us on 01698 263311 and we can discuss further.   Standing orders are also available and that would require the tenant instructing their bank to deduct payments from their account.   Please click here to see the different ways you can pay and choose one that suits you. 

Regular review

The co-op will continue to work remotely to ensure services to you continue with as little disruption as possible.  We are reviewing the position every day and will always take Government and NHS advice prior to making any decisions on changes to the way we operate.  We will keep everyone updated via our website and when we talk to them over the phone or by email.  It is therefore vital that we have up to date details for you and your relatives who may also be co-op tenants.  This can be done by emailing us on enquiries@forgewoodcoop.org.uk  or call us on 01698 263311

We hope you and your families are all keeping safe and well during this difficult period for all.