Updated 18 May 2020
A message from Hayley Selway, Chief Executive
Further to an announcement from the First Minister of Wales, Mark Drakeford we will be continuing to deliver an emergency repairs service. We would ask for your patience at this really difficult time. We will still be undertaking safety checks so please still allow us to do things like gas servicing in your home. Our contractors and staff are taking all precautions to ensure yours and their own safety. Our cleaning team, Dazzle will be undertaking cleaning in the common areas if you live in a flatted block. They will be using antiviral products to wipe down surfaces. This is to keep you safe. Please keep washing your hands before and after you walk through the common parts of your building. If you are struggling to pay your rent please don’t worry and call us to discuss this. Your health and safety is our number one priority so please stay at home but keep in touch with us to let us know how you are doing by phone, website or Facebook. Be alert to any suspicious phone calls and visitors. Finally please stay safe. Things are changing on a daily basis and we will do our best to respond positively to this, working in your best interests.
I want to reassure you that we are working hard to maintain our services and take steps to ensure your health and safety, along with that of our staff and contractors.
To see Welsh Government’s “Unlocking Our Society and Economy: Continuing the Conversation” – click HERE
To protect you and our staff, and following Government guidance, we have decided to take the following actions:
Customer Service Centre, Head Office and Community Centres
The following buildings will be closed, and will remain closed until further notice:
Customer Service Centre at Meteor Street Adamsdown;
Head Office, Tolven Court
Community Centres at Trowbridge and Tremorfa. The Culture and Media Centre (CMC) housed on the first floor @Loudoun
Tenant and community meetings will also be postponed.
We are here to help so please call us on 029 2046 8490 if you need to speak to us.
Changes to our Repairs and Maintenance Service
No further planned maintenance, routine repairs, non-essential repairs or visits will be raised, recorded or carried out from Tuesday 24th March, 2020. Emergency repairs will continue.
These changes mean we can focus on supporting you and resolving as many issues as we can via the telephone. We will only call out to see you in very limited circumstances, e.g. for an emergency repair.
We would like to assure you that we are constantly reviewing advice from the Government and will continue to provide services in line with information from them.
Thank you for your patience.
Chief Executive Officer
Frequently Asked Questions
1. Will my repairs appointment with a contractor or the in house repairs team still be going ahead?
Keeping you safe in your home remains our top priority.
From Tuesday 24th March 2020, we wll be making changes to the way we carry out repairs. No further planned maintenance, routine repairs, non-essential repairs (maintenance officer) visits will be raised, recorded or carried out. All routine work and appointments in these categories will be cancelled until further notice. Emergency repairs will still be carried out
Our priority will be continuing to provide an emergency and compliance related (Gas Services, Fire Risk Assessments etc.) repairs service.
If one of our contractors is attending your home to carry out a service, such as a gas safety or an electrical test or an emergency or urgent repair it is very important that you allow us access to complete the works.
2. Can you tell me the different ways in which I can pay my rent if I can’t leave the house because of the coronavirus?
• Using My Account at: www.ccha.org.uk our online payment system, using your debit or credit card. You will need your tenancy reference number. This can be found on your rent statement. Paying this way is free and available seven days a week. NOTE the service is unavailable between the hours of 11:00PM and 02:00AM each night.
• By Direct Debit: this is the easiest way to pay your rent. Please contact us on 029 2046 8490 to set up a Direct Debit over the phone. You can choose weekly, fortnightly, four weekly or monthly payments.
• You can pay by phone on 029 2046 8490.
• You can pay by bank transfer or BACS payment. Our bank details are:
Account name: Cardiff Community Housing Association Ltd
Barclays Bank plc
1-5 St Davids Way
St Davids Centre
Account Number: 80048704
Sort Code: 20-18-23
3. Are lettings still taking place?
We are currently re-housing emergency cases only in collaboration with Cardiff Council.
Non-emergency housing applications including transfer applications are not being accepted at this time.
If you are a CCHA tenant wishing to move then please contact our Customer Services team. we will record your application date & make sure any subsequent transfer application is backdated to this date.
Mutual Exchange applications are on hold and we are not currently accepting new applications.
If you are offered an emergency move then we may send you a video of the property or ask you to view it alone. Any communications will be conducted over the phone and we will ask you to return the tenancy documents by post and photograph & email or scan a copy to us.
If you are leaving a CCHA property then please put your keys in an envelope and include your full name, address you are vacating, new address & contact details and post this through the letterbox at either Tolven or Meteor Street office. If you cannot get to the office then this can be send by mail.
4. My employer has told me not to come to work because of the Coronavirus. My income this month will be affected – do I still need to pay my rent?
You will still need to pay your rent as usual but we understand that the spread of coronavirus in the UK could have implications for your inchttps://www.ccha.org.uk/wp-admin/admin.php?page=wp-triggerome. Please contact us on 029 2046 8490 if you think you are going to have difficulty paying your rent.
If you are an employee and earn at least £118 a week, you are entitled to Statutory Sick Pay (SSP). Usually you must be off for at least four days in a row, but the Government has announced SSP will be paid from the first day if you are off sick and it is related to Coronavirus. If you’re not eligible for SSP, you might be able to claim other benefits.
If you would like any additional advice on claiming these benefits please contact our Money Advice Team on 02920 468493 or contact a local advice agency such as CAB, Shelter, or the DWP. Alternatively you can email the team at email@example.com and we will get back to you as soon as possible. Please note, we receive a high volume of calls between 9am-11am so it is best to avoid these times if you can.
5. Will the Customer Service Centre at Meteor Street, Adamsdown remain open?
In light of the new guidance we received on 16th March 2020, we have decided to close our offices at Meteor Street, Adamsdown, and Tolven Court, Splott from Wednesday 18th March. This is to protect you and our staff. If you do need to contact us then please call us on 029 2046 8490 so we can help. We have staff available to take rent payments, and emergency repairs.
6. I am due to hand my keys in to end my tenancy, what should I do?
Please contact us on 029 2046 8490
7. I am due to sign and move into my new home. Will this still go ahead?
Please contact us on 029 46 8490
8. Will communal areas in flats still be cleaned?
For your safety we have asked our cleaning contractor to continue to carry out cleaning that will help to limit the spread of coronavirus. They are cleaning down all surfaces such as doors and door handles. They are taking all necessary precautions, using gloves, hand gels and other materials. They are screening all staff before they go out to work to ensure that they do not have any symptoms. As time goes on, in some cases they may have to wear masks. We are grateful, that their dedicated staff continue to support us all in this way.
We encourage tenants who find it difficult storing items inside their properties, frequently having to leave items in common areas, to contact us to discuss possible solutions, such as alternative storage arrangements or cycle racks.
9. Will our Community Centres and facilities at Loudon Square be affected?
As with our offices at Meteor Street and Tolven Court, we are also closing our Community Centres at Loudon Square, Trowbridge and Tremorfa from Wednesday 18th March 2020. If you have booked any of these venues we will be in contact with you over the coming days.
10. I think someone in my block of flats has contracted the coronavirus, what should I do?
If you think you’ve been in close contact with someone with confirmed coronavirus, visit https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response
to find out what to do.
The Government advice to prevent the spread is as follows:
• Washing your hands often with soap and water for at least 20 seconds. Use an alcohol-based hand sanitiser that contains at least 60% alcohol if soap and water are not available
• Avoid touching your eyes, nose and mouth with unwashed hands
• Avoid close contact with people
• If you feel unwell, stay at home and do not attend work or school
• Cover your cough or sneeze with a tissue then throw the tissue in the bin and then wash your hands immediately
• Clean and disinfect frequently touched objects and surfaces in the home and work environment
CCHA will follow any advice provided by the Government following a confirmed case of coronavirus in our properties.
10. How long will the period be before we resume normal service following any closure or restriction of services?
We will be closely following the advice of the Government and will look to resume normal services as soon as possible.