This information was updated on 12 July 2021.

Keeping our residents and colleagues safe is our number one priority so we are doing all we can to minimise the impact of coronavirus in our communities.


Keeping in touch

Our offices are closed for all drop in visits but we are offering limited face-to-face appointments at our @195 city centre office. These must be booked in advance by calling us on 01633 381111.

Our Ringland and Bettws offices remain closed but we’re still here when you need us so get in touch in a way that suits you:


Our commitment to you:

If you are struggling as a result of Coronavirus, we are here to help. We will:

  • Keep you safe and secure in your home
  • Help you get the financial support you need
  • Find solutions if you have difficulty paying your rent
  • Do everything we can to support your wellbeing.

We will NOT take eviction action against any customers experiencing financial hardship as a result of Coronavirus.


If we come to your home, we will ask you:

  • If you or anyone in your home has COVID-19 symptoms
  • To clean and clear the area we’ll be working in (if you’re able to)
  • To move to another room as we work
  • To keep children away from our working area.

If we come to your home, we will:

  • Call to let you know we’re on our way
  • Wear a face covering, gloves and all necessary safety equipment
  • Maintain social distancing at all times
  • Clean the area we have worked in
  • Take any waste away with us.


Our services

Repairs:
Bookings for all types of repairs are open again. However, we are still working through a backlog so you may need to wait longer than usual for routine repairs to be completed.

Emergency repairs continue in line with our usual service standards.

Please help us by being home for your appointment and adhering to social distancing guidelines.  


Gas servicing and electrical checks:
Normal service in place but our ways of working have changed to keep you and our colleagues safe.

These types of essential safety work is extremely important so please help us by being home for your appointment and adhering to social distancing guidelines. 


Ongoing maintenance (eg, decoration, new kitchens) of existing homes:
Our ongoing maintenance work has started again but we are still working through a backlog so you may need to wait longer than usual for your improvements to be completed. Please help us by being home for your appointment and adhering to social distancing guidelines. 


Fire safety works:
Our fire safety work, including fire risk assessments in communal spaces, fire alarm testing and any reactive fire safety work has not been affected by the pandemic.


Building & asbestos surveys:
Our building and asbestos surveys are back to normal.


Preparing empty homes for new residents:
Our work to prepare empty homes for new residents is back to normal so we can continue to provide safe and warm homes.


Cleaning and grounds maintenance:
We’ve cleared our backlog but completing jobs can take longer than usual so please bear with us.


Building new homes:
Our regeneration and development work is continuing on sites across Newport. Whilst we initially experienced delays on some of our sites earlier in the pandemic due to lockdown restrictions, our work is progressing well and is back on track.


Lettings:
We’re letting homes as usual, but we have changed our ways of working to include holding virtual viewings and online signings wherever possible.


Mutual exchanges:
We’re now accepting mutual exchange applications but we are still working through a backlog so you may need to wait longer than usual for approval to exchange your home.  We are contacting all customers who have applied for a mutual exchange to update them on progress of their application.


Financial advice and support:
We’re still supporting our customers by providing financial advice and support. If you’ve got money worries, get in touch and we’ll do all we can to help.


Housing advice and support:
We’re still supporting our customers by providing housing advice and support. This includes dealing with anti-social behaviour, managing any changes to your tenancy, or providing support so you can live independently in your home.  We will make home and site visits where these are necessary, but we will follow social distancing guidelines at all times.


Supporting your wellbeing:
We’re continuing to support our customers however we can, either by helping you directly or by putting you in touch with organisations and support services that can help.

We’re also offering regular welfare calls to our most vulnerable customers, where we call you up to have a chat and make sure you have everything you need. If you, or an NCH customer you know, would benefit from a welfare call, please get in touch.


Use of communal areas and 55+ health & wellbeing activities
We’re testing different ways to reopen and use our communal areas and have restarted activities, such as pre-arranged coffee mornings, for limited numbers in line with the latest restrictions. As we’ve done this, we’ve been asking our customers what they feel comfortable doing so we use their feedback to inform our plans.

We understand some of our customers may be disappointed that a full service hasn’t resumed, but we can’t rush this work as we have to get it right for the safety of our customers and colleagues.


Community engagement:
There may still be restrictions in place on meeting in our communities, but we still want to talk to you and find out what you think of our homes and services. Find out how to get involved and have your say on our services here.

 


Did we miss something?

If you have any questions that are not covered in here, please let us know.

 

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