We are now under national lockdown restrictions, which means we must all stay home except for essential reasons. The health and safety of our customers, staff and partners is always our priority. We will prioritise our resources to ensure that we can attend to all essential/urgent repairs. As we move forward, it may become necessary to prioritise other areas of our work. We will publish details on social media and on our website if this becomes the case. 

We will call you in advance where we need to physically visit or meet to carry out a service and ensure appropriate measures are in place to keep everyone safe. If we are unable to make contact, we may not be able to continue with an appointment at the arranged time. 

All physical housing office locations and reception services are closed to the public. This includes: 

Most services will have alternative arrangements in place to reduce the need for face to face contact. If you are unsure you should get in touch before you travel or try to access the service in another way, such as online or by calling us. We may use some locations where it is necessary for a visit to take place or where a service cannot take place remotely, however this will be by appointment only and if you are asked to visit an office, you will be given clear instructions on what you need to do when you arrive.  

We have increased cleaning in some higher risk areas such as the council's Category 2 sheltered schemes, Parkland View and Rose Homes. 

All residents should be mindful of the risks that are present in all communal areas. Wear a face covering, practice social distancing whilst in communal areas and thoroughly wash your hands each time you return home. Remember - ‘Hands. Face. Space’. Cleaning communal areas will improve the overall appearance but will offer little protection from the virus. Signage regarding handwashing and social distancing is in place in all blocks of flats as a reminder. 

Report anti-social behaviour online or by phone. The service is running as normal. Much work will be carried out remotely, with visits taking place safely when necessary.  

We strongly encourage everyone to adhere to the guidance on any current restrictions.

We are unable to carry out any enforcement action against people who are not following government restrictions. If you are concerned and witness clear and serious breaches of the national restrictions they should be passed to the Derbyshire Constabulary using their online form: Tell Derbyshire Constabulary about a possible breach of coronavirus (Covid-19) measures. 

The Derby Homefinder website remains open and registered users are able to bid on properties as normal.  

The Council updated the Allocations Policy for the city in September 2020, which means your application may been reprioritised. If you have an active application on Derby Homefinder, you should contact our Housing Options team on 01332 888777 (option 4) to ensure your information is up-to-date.  

Mutual Exchanges

Any mutual exchange requests already in progress with us will proceed as normal, however we will temporarily suspend any requests made during the restriction period. If you requested an exchange, we will contact you. We will keep customers informed when we are able to begin exchanges again. 

We recognise that you may have concerns around paying your rent and service charges and wonder why they are continuing to be charged. The rent you pay goes directly to fund essential services linked to your tenancy. If your circumstances have not changed you must continue to pay your rent as normal. 

Most payment methods are still appropriate and safe during this period (direct debits, standing order, online payments, telephone payments and local PayPoint outlets) and we recommend that these options are used. 

If you are concerned about paying your rent or service charges because of a reduced income, please contact our Income Team on 01332 888777 (option 3) who will be able to advise you on any help that is available. 

Our Money Advice team provides free, confidential and independent advice around budgeting, money and debt problems. You can contact them on 01332 643394 (option 2) or by emailing money.adviceteam@derbyhomes.org. If you need advice on benefits, contact the Welfare Rights team on the same number but select option 3. 

We will continue to support people who find themselves homeless or at threat of becoming homeless during lockdowns and over the winter period. Our homeless outreach service (REST) regularly carry out a mixture of outreach and in-reach work. Priority will be given to households who are most vulnerable. 

If you are homeless, or at risk of losing your home, phone us on 01332 888777 (option 5) to speak with one of our team. 

The Council, together with Community Action Derby and Derby Homes have created the Derby Community Hub to coordinate help and support for people who need it during this national crisis. 

Through the Hub, we can assist anyone in the community who is vulnerable, self-isolating, or needs support. We prioritise those with no family, friends or neighbours who can help them.  

• Those who need support can call Derby Direct on 01332 640000
  
• Text service for the deaf community: 07774 333412
  
• The phone line is open between 9.00am and 5.00pm, Monday to Friday
• There’s also a dedicated email address: covidsupport@communityactionderby.org.uk
  

Please remember this offer of support is for the city’s most vulnerable residents.  

Find out more: derby.gov.uk/coronavirus-covid19/how-you-can-help