Financial Support Test

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.

Employment support

We understand the impact on your life and finances losing you job has. We’re here to help.
It’s really important that you let us know so we can help.
We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to.
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

We understand that due to Covid-19, you may have had some changes to your employment or studies.

Our employment and skills advisors can give you support with updating your CV, job searches, accessing current vacancies and online training and other regular support over the phone or online using video calls and emails.

There are lots of ways we can help you at this time. Please contact us on contactcatalyst@chg.org.uk pr 0300 456 2099

 

The government has announced a self-employment income support scheme with applications opening in May 2020. To check your eligibility and find out more, please visit the gov.uk website.

Our employment support team can also help you to find out about and funding or support you may be entitled to. Call us on 0300 456 2099 or send us an email.

We understand that many of our customers will have experienced changes to their employment. We’re here to help you.

The government have some great guidance on their Covid-19 job retention scheme. You can find out if your eligible and how your employer can support you on their website.

Our employment support team can also help you to find out about and funding or support you may be entitled to. Call us on 0300 456 2099 or send us an email.

If you’re looking to get back into work, there are lots of companies who are looking for new employees. These companies include:

  • Supermarkets: delivery drivers; supermarket stock fillers etc.- all main supermarkets are recruiting
  • NHS and care jobs – from care, nursing to admin – including jobs in the new Nightingale hospital in East London
  • Amazon warehouse
  • Deliveroo
  • Care work

Find out more in our useful links section.

Lots of our customers have experienced changes to income due to furlough. If you’re looking for a temporary job to top-up your income, you’ll need to check your contract with your employer.

It’s important to keep in mind that whilst on furlough, your employer could require you to come back to work at short notice, which may affect your ability to work on your second job.

Contact your employer for full terms and conditions of your contract and furlough.

Our employment support team can help you over the telephone or online with:

  • Producing a professional CV
  • Help with writing a cover letter including templates
  • Job search resources and support
  • Access to current vacancies
  • Access to online training
  • Regular ongoing support

We’re here to help you – call us on 0300 456 2099 or send us an email.

Estate services

We’re continuing to provide full communal cleaning services to our blocks. We’ve enhanced this service where needed to ensure that those frequently touched areas such as hand rails, lift buttons and communal door handles are sanitised.

If we go into lockdown, we’ll still have frontline teams who’ll be able to continue to do their jobs. One of these teams are the cleaners who look after communal areas – especially important when maintaining high standards of hygiene are critical.

We may have to change the dates and times our teams carry out their work.

The safety of our customers remains a top priority so we’re making sure that important safety checks within buildings such as emergency lighting and fire alarm tests, continue to be done.

Whilst we undertake these safety checks, we’ll also be inspecting the block for any urgent health and safety repairs that may need completing.

We understand the importance of the gardening and maintenance service we provide – and our offer varies across our communities.  

At the moment, we’re providing an essential gardening and maintenance service only. This means that we’re delivering the basics such as cutting the grass and keeping hedges trimmed but we’ll not be doing any outstanding improvements such as additional planting and laying bark.  

Prior to coronavirus lockdown, we have managed to get the vast majority of these improvements done – so only a small percentage of customers are affected. We’ll be looking to complete these works when it is safe to do so and a full gardening and maintenance service can resume. 

We’ll be regularly reviewing resource levels to continue this service as fully as we can. 

Many of our shared communal areas have been closed until further notice. This is to help keep everyone safe and continuing to respect the government’s two metre social distancing rule.

If you do see groups of people gathered in your neighbourhood and you think they are breaking the social distancing rule, you can contact the police on the non-urgent 101 number. [link to online contact form].

Fly tipping includes dumped items in communal areas, bin stores or around our communities. It is a criminal offence and you can be fined by your local environmental health service if caught. If you do witness any fly tipping in your local area, please contact your local council

Please contact us via our online enquiry form if you have any concerns about unwanted items left in communal areas on your block or estate.

Most local recycling centre and charity shops – are currently closed. With many local refuse and recycling collection services also running less frequently getting rid of items can be a challenge.

If you wish to dispose of bulky items, you’ll need to contact your local council to check they are currently delivering their usual bulk item pick up service. 

Health and Safety

Please contact us as soon as you can and let us know.
We’ll make a note in our system that you’re self-isolating and either reschedule your appointment or make sure that our engineer who carries out the service wears protective clothing.

Our estate services teams and contractors are doing their very best to keep our customers safe and well during this difficult time.

You may from time to time see your caretaker in the communal areas wearing additional personal protective equipment (PPE) such as gloves, masks and disposable aprons. Please do not be alarmed by this. Due to the number of properties we visit these additional measures prevent contamination between buildings, and are an extra measure we’re taking to keep you safe.

If you see one of our team members in your neighbourhood, please remember the social distancing rules and stay two metres (6ft) away from each other. Read the government’s advice on social distancing and our estate services update for more information.

Following government advice, on 18 March we announced that we would be attending emergency repairs only. For your safety and the safety of our colleagues, all our operatives will be wearing protective overalls and taking the necessary precautions.

We ask that where possible, you go into a different room or keep at least 2 metres away from the operative carrying out the repair, as part of the government social distancing rules.

Home ownership

On 17 March, the government announced that banks will be offering a three-month mortgage payment holiday for anyone struggling financially as a result of the pandemic.

If you’re affected, you’ll need to contact your mortgage lender to request the payment holiday. Unfortunately, we’re unable to do this on your behalf.

If you are given the three-month mortgage payment holiday, it’s important to remember that these charges will still have to be paid in the future.

Please contact your mortgage lender directly for full terms and conditions.

The government dedicated webpage also has some helpful advice.

Although we don’t offer a ‘rent holiday’, there are other ways we can help.
We understand this is a financially worrying time for a lot of people, and many are affected by loss of work and income.

It’s really important that you let us know so we can help. We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to. Contact us on 0300 456 2099 04 contactcatalyst@chg.org.uk.

The same government three-month payment holiday for mortgages also applies to Help to Buy equity loan interest payments. We’re also offering a three-month payment holiday to all of our equity loan products for those experiencing financial hardship.

If you would like to commence a three-month payment holiday on your interest payments, please contact your dedicated income officer who can discuss your options with you.

During this time, you’ll still receive the statutory notices advising you of sums in arrears as part our legal obligations to notify you. No further legal escalation will be taken during the three-month payment break.

The dedicated government webpage also has some helpful advice.

Your dedicated income specialist manages your account and is your first point of contact if you want to discuss any payments you make to us or changes to your income.

They can also give you advice and support such as access to benefits, payment plans and amendments, as well as signposting you to confidential and free debt advice, or employment advice.

There’s lots of ways we can help you, so please contact us on 0300 456 2099.

You can also find advice and support on our useful information page.

Rent support

We’re here to help.
It’s really important that you let us know so we can help.
We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to.
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

If you can’t make your usual appointments, it’s important you let the Department of Work and Pensions (DWP) know as soon as you can.
The DWP has made special arrangements for people who can’t attend their appointments because they’re self-isolating.
If you’re told that any of your benefit payments are likely to stop, please let us know as soon as you can. We’re here to help you.

We understand it might not be possible for you to pay us how you normally would, however, there are several ways you can pay.

We understand daily life may be different at the moment, but it’s important you continue to pay your rent each month. If you’re having trouble paying, please contact us as soon as possible so we can help.

Ways to pay
Paying by Direct Debit

  • You can set up a Direct Debit to come out of your account on the 1st or 15th day of the month
  • To set this up, simply call us on 0300 456 2099 if your home is in London or 0300 500 6262 if your home is in the Home Counties. Alternatively you can email income@chg.org.uk and provide us with your bank account details
  • If you need to change the amount you’re paying on a Direct Debit you’ve already set up, please contact your Income Specialist.

Paying by Standing Order

  • You’ll need to set up your Standing Order, or changes to one you’ve already set up, directly with your bank
  • You can do this by calling your bank, using online banking or on your bank’s mobile app.

Paying with your debit or credit card

  • If you prefer to pay your rent or service charge with your debit or credit card each month, please call 0300 456 2099 if your home is in London or 0300 500 6262 if your home is in the Home Counties .

Our phone lines are open Monday to Friday between 9am and 5pm.

Due to the current coronavirus situation, it may take us a little longer than normal to answer your call. Thank you for your patience.

Although we don’t offer a ‘rent holiday’, there are other ways we can help.
We understand this is a financially worrying time for a lot of people, and many are affected by loss of work and income.

Please contact us if you need help or advice through this difficult period. 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

We’re here to help.
It’s really important that you let us know so we can help.
We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to.
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

We appreciate that your current income may change due to the current situation.
Although we’ve taken a decision not to evict customers in these uncertain times, you do still have a responsibility to pay your rent.
It’s important you contact us so we can help you to set up a payment plan, and help you to access any benefits you might be entitled to.

We understand that this is a worrying time, but we are here to help you. As part of our service, if you miss a rent payment, we’ll contact you to check in with you and see how we can help you. We would also encourage you to contact us as soon as you’re aware that you may struggle to pay your rent and bills. We have a team of experts ready to help you  – please contact us as soon as you can.

We understand that this is a difficult financial time for lots of our customers. If your direct debit is missed, we’ll contact you via telephone and letter to let you know, and to see what we can do to help you. We encourage all our customers that know in advance that their direct debit will not go through to contact us as soon as you can. There are lots of ways our financial support teams can help you – including advice, support and accessing benefits you may be entitled to.

Yes. Although, we have temporarily stopped all home energy visits – offered by Green Doctor and Agility Eco  due to the current crisis. Green Doctor are now offering online video and telephone advice for all customers living in London, Berkshire and Oxford, who would still like to receive energy and money saving advice.

You can contact the Green Doctor to access a free home energy online video or telephone advice by contacting them on 0300 365 3005 or greendoctorsldn@groundwork.org.uk

You can also find out more about how to save energy on our energy saving tips page. 

Repairs

Yes. If you have an appointment booked for a boiler service or electrical safety inspection, this will still go ahead.

If your annual gas and electrical inspection is due, our contractors will contact you directly to arrange for this to be undertaken in the usual way.

From 1 June you’ll be able to report the following repairs:

  • Emergency repairs – this includes anything that can cause significant damage, loss of electricity, water and/or heating, regulatory checks such as gas safety, and any repair that poses a potential danger
  • External repairs – repairs outside your home such as guttering, slipped roof tiles and groundworks
  • Communal repairs – on internal or external parts of a building shared with all residents of a block or estate
  • If your repair was already underway, we’ll be contacting you to re-book an appointment

We’ll resume a full service on all repairs as soon as we can and will keep you updated on our website over the next few weeks.

It’s very important for the health and safety of our customers, colleagues and contractors that the social distancing two metre rule is followed.

If the social distancing guidance isn’t followed – by you or anyone else in your home – during an essential visit, our colleagues and contractors will give you a polite reminder and ask you to keep a safe distance.

If this reminder is ignored for a second time, they will advise you that they are stopping work and will leave your property immediately.

If you’re self-isolating, or have coronavirus symptoms, please let us know before your appointment. We will either reschedule the appointment or make sure that our engineer who carries out the service wears protective clothing.

We recommend that you test your smoke, heat and carbon monoxide alarms weekly by pressing the “test” button.

If the alarm does not sound, please contact us to let us know so that we can repair or replace it.

Social distancing

It’s very important for the health and safety of our customers, colleagues and contractors that the social distancing two metre rule is followed.

If the social distancing guidance isn’t followed – by you or anyone else in your home – during an essential visit, our colleagues and contractors will give you a polite reminder and ask you to keep a safe distance.

If this reminder is ignored for a second time, they will advise you that they are stopping work and will leave your property immediately.

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.

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.

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.

Wellbeing

We understand this is an unsettling time and there are lots of ways that we can support you.

We’ve launched a new wellbeing project to connect you to vital support services, offering practical and emotional advice and help you during these challenging times. Find out more about our wellbeing project.

You only need to let us know if you’re self-isolating for the following reasons:

  • You live alone and need support while you self-isolate
  • If you are due an essential safety check in your home, or we need to access your home for an emergency repair
  • If self-isolation means you cannot work affecting your ability to pay your rent
  • You need help accessing benefits to help you financially while you are in self-isolation

Go to our financial support FAQs for more information on help with rent and benefits while in self-isolation

If you think you have mild symptoms, help protect others – do not go to your GP, pharmacy or hospital.

Call the 111 online coronavirus helpline or visit the NHS advice page to check your symptoms and seek further advice.

We are carrying out wellbeing telephone calls for all our elderly or more vulnerable residents, to check in with them and see if they need any additional support. However, if you are worried about  someone please contact us on 0300 456 2099 or email.reply@chg.org.uk and our wellbeing team will arrange to contact them.

 

The most important thing to do is to stay home to help keep your friends, family and neighbours safe.

However, there are things you can do to help keep your neighbours informed with important updates. We’re regularly updating our website, social media channels and have also sent out letters and emails, but we want to make sure our communities are helping one another to stay informed in a safe way too. You can:

  • Share updates through community Facebook pages
  • Share updates in Whatsapp groups
  • Retweet our Twitter post to your followers
  • Share our Facebook post with your friends
  • Let us know your email address so we can include you in our regular email updates

We’ve launched our wellbeing project to connect you to vital support services and offering practical and emotional advice and help during these challenging times. Find out more on our wellbeing project page or contact our wellbeing team directly on email.reply@chg.org.uk 

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