Last updated Thursday 30 July 2020
As the situation changes we will continue to monitor our services and assess how we deliver them to you. We will make sure our most essential services are provided to you in the most effective way they can.
Below is information about our services and how they are impacted by the Coronavirus.
We are still prioritising essential repairs but we are also managing to start carrying out some routine repairs as well.
We are attending to:
- Emergency activations
- All installations – before attending our team will ask if anyone in the household is shielding or has Covid-19 symptoms
- Faulty equipment
- Hospital discharge key safes
- Faulty key safes
If you are a Wellbeing service user, we will be providing welfare calls to check you are well and if you need any support.
We will continue to provide a service to those who are at risk of homelessness or are already homeless. The Housing Options team will provide telephone assessments to customers seeking advice or assistance about their housing needs. Unfortunately, we will no longer be able to offer a home visit.
If you are aware of any issues with your current accommodation, please click here.
Our Contact Centre is currently prioritising calls in three key areas. These are:
1) Emergency repairs
2) Wellbeing service
From Monday 20 April we will be temporarily reducing our Contact Centre hours from 8am-6pm, to 9am-5pm. This will help us to carry out additional welfare calls to our more vulnerable customers who we must prioritise at this moment in time. You can read more about this here.
Other SCH Services:
We understand this may be a very difficult financial time for some of our residents. If you fear a reduction in your income, please click here. There are many ways to pay the rent please click here for more information.
We are continuing to have discussions with residents who have affordability issues. For further advice and guidance, please click here.
Customers on our waiting list and new lettings
Our housing register is now open and properties will be advertised every Wednesday.
All routine visits for tenancy management matters, including reports of low-level antisocial behaviour, have been suspended. We will contact you by telephone, email or writing to follow up your enquiry. We will continue to investigate serious antisocial behaviour.
We are still carrying out the following safety checks where they are needed:
- Gas Servicing
- Electrical Testing
- Fire Risk Assessments
All routine improvement works to homes have now resumed.
Minor and major adaptations
Minor and major adaptation works have been suspended, apart from where critical work is needed.
We are continuing work on a small number of our empty homes so we can provide temporary accommodation where it is needed.
The team will be monitoring offensive graffiti and removing on an exception basis. They will also be carrying out pest control functions.
Solihull Home Options Office (Coppice Way)
Our office at Coppice Way is closed and we are carrying out homeless assessments over the phone. If you are facing homelessness or are homeless already, please call 0121 717 1515.
We will no longer be able to accept cash payment at our offices. There are many other ways you can make a payment to us. Please click here for more information.
We will continue to provide temporary accommodation to those who need it.
We will continue to provide as much support as we can to all residents in our supported housing schemes. All community events at Saxon Court have been cancelled.
Our Handyperson Service will be focusing on priority works only.
We will continue to carry out the key safety checks, maintaining safety measures and looking after the bin chutes. Please contact us if there are any problems you think we need to attend to in the communal areas of your block.
We understand that the coronavirus may be causing worry for some leaseholders, especially the uncertainty of what impacts it will have on you. To see what financial entitlements you may be eligible for, please visit www.gov.uk. We also have a dedicated Money Advice team that can offer you information and support, to contact them please call 0121 717 1515.
The impact of Coronavirus is also affecting the way we are now communicating with you. As you are aware, you should be receiving the quarter one invoices with the new amounts to pay for the forthcoming financial year. However, we are unable to get these out to you on time in a paper format. For April your current Direct Debit payments will remain the same and we will recalculate your Direct Debit for your property to cover the year from 01 May 2020.
If you have any questions about this please call 0121 717 1515 and ask to speak to the Rent Control Team.
Garage lettings have been suspended.
Mutual exchanges have been suspended.
Bulky Waste Collection
From the 10 August 2020 we will be offering a reduced collection service.
Our Estate Assistants will have 1 collection only booked in per day on a Tuesday, Wednesday and Thursday.
Estate Assistant’s will not be going into tenants properties, if you live in high rise or low rise you must put the items out on the morning of the collection after receiving a phone call half an hour before the collection time. This is to prevent creating fire hazards in communal areas overnight.
For more information about our reduced service, please call 0121 717 1515.
All normal activity at our community halls has had to stop. The only exception is the foodbank at Auckland Hall which is continuing to operate.
We have launched more for you to get involved and search your feedback with us. Find out more, here.
How to contact us
Please only contact us if it is absolutely necessary. Our Contact Centre is still operational for essential calls only.
Get in touch:
- Phone 0121 717 1515
- Text 07781 474 722 – Do not use this service to report an emergency
- Email firstname.lastname@example.org
- Contact us online
Please remember, you can check your rent account and make a payment through My SCH Account. The facility to report a repair has currently been suspended.
The coronavirus pandemic is changing every day and we continue to follow the advice from Government and Public Health England.