Service updates

The health and wellbeing of our customers is our top priority. The below frequently asked questions explain how we’re responding to the outbreak to help keep you, our colleagues and contractors safe, while maintaining vital services.

 

Visits

Non-essential visits
We’ve temporarily stopped all non-essential face-to face contact between colleagues and customers. This includes home visits, non-emergency repairs, community centre drop-ins and visiting our offices. If you need to visit our offices, please contact us for an appointment.
If your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

Emergency repairs
We’re still carrying out emergency repairs while keeping you, members of your household and our colleagues safe. Find out more here
If we do need to come into your home and there’s a higher risk of infection, our colleagues will wear protective clothing.
Our teams are adhering to social distancing and hygiene measures to keep you, members of your household and each other safe.

We’ll only be visiting customers where we can’t provide the service in another way, such as over the phone or by email.
Examples of the types of visit we’ll still do are providing one-to-one support and care, and carrying out essential checks and repairs.
Our teams are adhering to social distancing and hygiene measures to keep you, members of your household and each other safe.
If we do need to come into your home, and you’ve let us know there’s a higher risk of infection as you’re self-isolating, our colleagues will wear protective clothing.

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Tenancy

No – not at the moment.
We’ve taken the difficult but necessary decision to put sign-ups on hold for now.
Social distancing measures and reducing non-essential face-to-face contact means it’s extremely difficult for us to provide you with the service you need from us during sign-up. Services such as removal companies are also rightly adhering to government advice.
Please check the website regularly for updates on this, or speak with a member of our Lettings team.

No – not at the moment.
To keep everybody safe, we’re not carrying out any viewings in person until further notice.
We are, however, looking into other ways you could view a property without being there in person. We’ll keep you updated.
Please check the website regularly for updates on this, or speak with a member of our Lettings team.

Yes.
You’ll need to give us the notice period stated in your Tenancy Agreement.
Before you do this, please make sure that you’ll be able to move into your next home. Many landlords have put a hold on people signing up to a new property for safety reasons.
If you need help and your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

No – not at the moment.
To keep everyone safe, we’ve put all mutual exchange requests on hold.
Please check the website regularly for updates on this.

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ASB

Anti-social behaviour includes a wide range of behaviour that causes nuisance or annoyance to our customers, their families, our employees and others living or working in the community. It is also behaviour that causes, or is likely to cause, harassment, alarm or distress, or using or threatening to use housing for an unlawful purpose. Find out more about ASB.

We work in partnership with all our local authority partners to change the behaviour of those people who repeatedly make unreasonable noise that impacts on their neighbour’s enjoyment of their homes. There are of course some acceptable day to day noises due to people living in close proximity which the local authority won’t investigate. In these instances, it may require more understanding and patience rather than formal action.

If possible and where you’re able to maintain social distancing, speak with your neighbour to discuss any noise issues.

We all have different levels of tolerance when it comes to noise. Unreasonable noise includes loud music, late-night DIY or parties that disrupt the enjoyment of your home. There are some noises that are unavoidable such as footsteps or noise from white goods – please be mindful when at home or in your neighbourhood.

In order to stop the spread of the virus and to keep everyone safe, the government has enforced a two metre distance between people. If you see somebody in your neighbourhood breaking this rule, you can call the police on the non-urgent number of 101.

We have lots of things in place to keep you and your community safe. You can read more about what we’re doing during the coronavirus as well as our approach to tackling ASB.

Mediation is an effective way of resolving disputes with neighbours without the need to go to court. It’s a discussion between the parties involved and an impartial person who acts as a mediator. Our free and impartial mediation service can help you with things like neighbour disputes and also advice on how to cope under the current movement restrictions.

You can find out more by calling our team on 0300 456 2099 or email contactcatalyst@chg.org.uk

We’re aware of the challenges parents and guardians have with children at home. Where possible, use outdoor spaces for rest and play and be mindful of your neighbours and noise.
If you’re a neighbour experiencing more noise due to children at home or outside, please understand that this is a difficult time for everyone, and children may become restless when forced to stay indoors. We encourage neighbours to speak to one another whilst respecting social distancing before noise becomes an issue.

If you are experiencing domestic abuse, we want to let you know that we’re here to support you.

At a time when we’re required to stay indoors and self-isolate, we understand that for some of our customers this is the last place that they feel safe. If you do find yourself in an urgent or emergency situation where violence is being used or threatened, first get yourself to a safe location and, when safe to do so, call the police.
Once you’ve reported to the police, you can contact us on 0300 456 2099 or email contactcatalyst@chg.org.uk to speak to us. We have trained colleagues who can provide advice and assistance at this difficult time.

You can also contact National Domestic Abuse Helpline on Freephone 0808 2000 247.

Yes. We’ll continue to look into any reports of anti-social behaviour, however, we may not be able to visit in the usual way.
Please contact your Housing Officer/Neighbourhood Experience Manager if have any concerns about anti-social behaviour.

Are you sure they are breaking social distancing rules? They could be providing key services to others in the community that could be misunderstood as a breach.

Try and have a chat with them – obviously while keeping the correct social distance – and remind them of the rules.

If you don’t feel comfortable speaking to them directly, you could always ask another neighbour to chat to them instead or drop a friendly note through their door

If you have a neighbours’ WhatsApp group, you could send a friendly reminder via this channel as well

Put up our poster to remind people about social distancing [link to poster], or again maybe just drop it through your neighbour’s door.

Catalyst does not have the authority to take any action against a customer for breaking social distancing rules. However, the police do have the power to enforce these rules and can even give fines to repeat offenders and those refusing to comply.

You can contact the police on the non-urgent 101 number or via their online form to report your concerns.

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If you have read all our FAQs and you haven’t found the answer to your question, please contact us contactcatalyst@chg.org.uk or call 0300 456 2099.

Last updated: 1 April 2020