With the news surrounding Coronavirus (Covid-19) changing by the hour, we’re taking proactive steps here at Wise Living to make sure that it’s business as usual during the next few months, regardless of what they throw at us. Our number one priority is making sure that we protect our customers as well as our staff and their families. We’ve put together some FAQs here to help with some of the questions you may have.
As our teams have the ability to work from anywhere at any time, we’re pleased to share that our working hours have not altered, and you can still contact our team/out of hours service as normal if required.
Although news surrounding Coronavirus (Covid-19) is changing by the hour, we promise to keep you updated on any changes over the forthcoming weeks here at Wise Living. If you have any questions regarding your Wise Living experience, please do not hesitate to get in touch! We would be grateful if you could communicate with us via email (firstname.lastname@example.org) in the first instance as this the quickest and easiest way to get in touch with the Wise Living team.
Will I still be able to get in touch with the business?
Over the past few months, we’ve made the change to using a cloud-based telephone system. This means that our front-line, customer-facing staff can work from anywhere at any time & our working hours have not changed!
We would be grateful if you would only communicate with us by phone or email as we have limited staff processing hard copy post. However, if it is essential that you send a hard copy document, please use our Nottingham Office address: Wise Living Homes, 17 Regan Way, Chetwynd Business Park, Ng9 6rz.
What happens if I have a prearranged appointment with you?
If you have an appointment with one of our Tenant Liaison Advisors or contractors, they will be contacting you before the visit to ask some standard questions to ensure that there is no risk to you or us in entering your home. They have been provided with the correct PPE equipment to safely visit your home, you can find our Covid-19 procedures here.
What happens if there is something that needs repairing on site that has not yet been reported?
Please continue to report any issues to your Tenant Liaison Advisor. We will only come to your home in the event of an emergency, maintaining a physical distance of 2 metres at all times.
So, we do ask you to consider the following before reporting any repairs to us:
- Is my repair an emergency?
- Am I able to facilitate access to a contractor?
- Can the repair wait for a while or can I make the repair myself?
What should I do if I suspect I have symptoms of Coronavirus?
If you’re showing Coronavirus symptoms, we recommend that you follow the latest advice provided by the NHS. For the latest Covid-19 advice please visit www.nhs.uk, and if you think you may have the virus, please use the NHS 111 online service to find out what to do next: 111.nhs.uk/covid-19.
If you’re expecting s visit from one of our Tenant Liaison Advisors or Contractors, we also ask that you let our team know as soon as possible to arrange the appropriate response.
What happens to repairs and work if we go into lockdown like Italy?
Our team will continue to look at each repair request and the work that is scheduled to be carried and will reschedule on a case by case basis. As previously mentioned, when work will be completed will depend on the risk and urgency of each repair, we will only come to your home in the event of an emergency.