Keeping you safe during the coronavirus outbreak

This page was last updated on Wednesday 1st April 2020.

We know that many customers will be concerned about how the recent outbreak of coronavirus, also known as COVID-19, could affect you and the services that you receive from RBH.

Our top priority is the health of our tenants and employees.

Health and safety advice

RBH Service Updates

  • Our customer centre at St Alban's House is closed in order to safeguard the health and safety of our tenants and employees. You can get in touch with us by e-mail or by calling Freephone 0800 027 7769 - your patience is appreciated as we are expecting higher call volumes than usual.
  • The Strand Hub is closed (separate arrangements have been made for the Kirkholt Pantry).
  • Communal areas at our Independent Living Schemes are closed to reduce the risk of infection.
  • RBH play areas are closed as per Government instructions.
  • The concierge service at College Bank is closed - visit our town centre website for more information.
  • We have suspended all new lettings, except in exceptional circumstances. For the time being, as per the guidance received from Central Government, we will continue to carry out works to empty homes to get these ready for new tenants or homeless families and individuals requiring urgent accommodation. We will also continue to allocate homes for when the current restrictions are lifted. You can still contact our HomeChoice team on freephone 0800 027 7769 or by e-mail to homechoice@rbh.org.uk.
  • To protect the health and safety of our tenants, we are continuing to follow Government guidance on social distancing. For this reason, Hare Hill is now temporarily closed to visitors with the exception of essential medical and emergency personnel. This decision has not been taken lightly. Our priority is to keep residents safe during these unprecedented times. RBH, in partnership with Comfort Call, will continue to support all residents at Hare Hill. Where possible, we continue to encourage family and friends to keep in touch via video call or by phone.

Repairs Service Latest News

An update on the RBH Repairs Service as at 24th March

At RBH, our top priority is the safety of our employees and our tenants.  As the need to support social distancing increases, we have taken the difficult decision to deal with emergency repairs and gas safety checks only. This is a temporary measure.

In light of the new strict and clear Government guidelines, and the need to ensure the safety of our employees and most vulnerable tenants, we will aim to attend to emergency repairs within 24 hours. We recognise that these repairs are emergencies and will continue to prioritise but at peak periods there might be a slight delay. 

Emergency repairs are as follows:

  • Gas – no heat/no hot water
  • Electrical – no power/partial loss of power
  • Joinery – insecure property
  • Plumbing – uncontained leak/blocked toilet if the only toilet in the property
  • Alarm team – communal doors and alarm activations
  • Drainage – any blocked toilets/drains/baths at Freehold/Falinge/College Bank. Sewage from external drains.

You can continue to report other repairs but we will not be able to give you an appointment for these whilst these temporary measures are in place.

To report an emergency repair, please ring 0800 027 7769 press option 1 and a customer service advisor will deal with your call. We may ask you a few more questions than usual. This is to ensure that we are directing resources to the customers who require the most urgent assistance. Please be assured that we will deal with your repairs as quickly and safely as we possibly can.

For all other repairs, please report using our online form, e-mail us at rbh.repairs@rbh.org.uk, or ring us. We will let you know when we are able to carry out these repairs again.

If you are self-isolating because you or a member of your household is unwell or has developed symptoms of coronavirus or you are considered vulnerable with an underlying health condition, you must tell us if you are reporting a repair. Please be honest with our team if they ask you any questions about coronavirus as we try to keep our tenants and employees safe and healthy.

Thank you for your patience and understanding as we respond to the current unprecedented circumstances.

Other common questions about RBH services and coronavirus

We know that this is a very challenging and uncertain time for our members, tenants, and employees, and that our customers will have many questions. We have included some common questions below and our answers. We will be reviewing these questions every working day for as long as is necessary. The most recent update was on Wednesday 1st April.

If you have a question that you think should be included, please e-mail us on communications@rbh.org.uk. For all other enquiries, please see our contact us pageInformation about repairs and RBH locations is provided above.

 

What can I do to reduce the risk of catching coronavirus?

Please follow the official advice from the NHS and Public Health England.

Read the latest advice on coronavirus and the updated advice on social distancing.

Local updates can also be found on the Rochdale Council website at www.rochdale.gov.uk/coronavirus

 

What if I am not able to work due to coronavirus and I am not able to pay my rent?

We know that this will be a particularly challenging time for many residents. If you are an RBH tenant who is worried about your finances, please get in touch with us on freephone 0800 027 7769 or incomeaccounts@rbh.org.uk. We have a team of experienced advisors – the sooner you call, the quicker they will be able to advise you. If you are sick, caring for others, or cannot work for another reason due to coronavirus, we can discuss how we might be able to help you through this difficult time.

We have also produced a list of frequently asked questions about the support available, especially if you are applying to claim Universal Credit or other support: Benefits Advice FAQ.pdf [pdf] 146KB .

 

What steps are you taking to keep our communal areas safe?

We know how important good hygiene is to restricting the spread of coronavirus, and so members of our Neighbourhood Environment Team will increase the frequency of cleaning in communal areas, including at our independent living schemes.

 

Will my community event go ahead?

We are following the latest advice on social distancing from the Government. We will not be holding any public or face-to-face meetings or events for the foreseeable future.

We are proud to be a mutual society co-owned by our tenants and employees, and we are looking at how we can use technology to ensure that our tenants and employees can continue to work together over the coming months to deliver the best services possible during an extremely challenging period for our communities.