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Coronavirus - Information from Cloch

We're updating this page as information becomes available, please follow us on Facebook and Twitter to keep updated.

Due to the coronavirus pandemic, Cloch Housing Association’s offices are closed until further notice. Staff now have remote access to all of our systems and are working from home.  We are committed to offering the best service we can within the restrictions of the Government’s direction to Stay at Home #stayathome and this means we can only provide essential services until further notice.  You can phone us, but you will be asked to leave a message.  This messaging service is checked regularly and we will phone you back.

Currently, we are able to deal with:

1. Emergency Repairs

An Emergency Repair is where there is a threat to health & safety or to prevent further damage to your property or an adjoining property.

2. Right to Repair – One Day Repairs

A complete list of these is found here

If you report a non-emergency repair, we will record it but not pass it to our contractors until such times as we are able to return to normal service.

We will be unable to continue with gas servicing for at least one month starting, 24th March 2020.

Please report all emergency repairs by calling 01475 783637 and following the instructions on the message or during office hours you can also use our online chat facility on the website or from the MyCloch tenant portal.  If you are unable to do this, please leave a message after the tone. We will get back to you as soon as possible.  

3. Rent Payments

To make a rent payment, if you have not already set up a direct debit or standing order, contact us by phone and leave a message.  We will phone you back to arrange this or join the portal my.clochhousing.org.uk where you can pay by debit card.  

If you need to update your UC journal but have forgotten your log in details please call 0800 328 5644

4. Managing Arrears

For those of you who have either lost income or a job due to the Coronavirus, we know this is a worrying time.  Please contact us to arrange a chat with our housing team and discuss your options.  If you are currently in receipt of benefits or are continuing to get paid, we will look for you to pay your rent as normal.

5. Other Services

Staff will not be allowed to leave their homes for a work-related issue such as anti-social behaviour or estate management problems, unless in extreme circumstances.  You can contact us using the methods below and we will contact you to establish what we can do.

For the above or for any other service request please report them through one of the methods below.

How to contact us

You can contact us using a variety of methods and we will answer your messages within our normal timescales, where possible.

Facebook messaging - @ClochHA

Phone us at the office: 01475 783637, press 3 and leave a message

Email us at office@clochhousing.org.uk

 Use our website contact page

or/

the Customer Portal: my.clochhousing.org.uk

Online chat available in-office hours on our website and on the MyCloch Portal.

Note about contractors attending your home for an emergency repair

If you do request an emergency repair, the emergency contractor will ask you if you are self-isolating or if anyone in the house is showing signs of the Coronavirus.    The repair usually will be carried out, but you and your household may be required to remove yourself from the room or area affected by the repair while the trades people carry out the work.  This is part of the contractor keeping their workforce safe.  We would appreciate your co-operation in this matter.  Follow up work that may be required but is not an emergency may well be put on hold until such times as routine repairs are returned as part of our normal service.  The safety of staff and contractors should be respected and you should social distance yourself by 2 metres (6 feet) even if you are not self-isolating.