What does this mean to me?
Navigate through our frequently asked questions below.
Update as of 9th April 2020
Is your office open?
Our office is currently closed for the foreseeable future; however, our colleagues are working at home and still able to assist you. Whilst this means we can continue to handle day-to-day enquiries, there may be some delays and a reduction in some of the services we offer.
During this time, we ask customers to contact us regarding non-urgent matters using our digital services, so we can prioritise essential and emergency needs on our telephone line.
Our digital services include:
I have an appointment scheduled, what will happen?
We are currently carrying out emergency works that are a threat to life and/or property, health and safety as well as compliance works (e.g. gas servicing) only. All other appointments will be cancelled, and we will be in touch to let you know when we resume to delivering a full service.
Our colleagues are following strict health and safety rules in line with PHE social distancing requirements and the use of personal protective equipment. If we attend to carry out repairs, we ask you to sit in another room with the door closed. This is for your safety and the safety of the operative and is Thrive Homes’ way of adhering to the social distancing rules set out by Government.
What do I do if I need a emergency repair?
Please call us on 0800 917 6077. Emergencies are problems that immediately put your safety, security or health at risk. These risks could also affect your family, your visitors or anyone else in your home.
In these circumstances a contractor will call you within 24 hours and try and assist you with rectifying the repair via video or telephone call. In some cases we may need to attend your home, and if so we ask that you sit in another room with the door closed. Some repairs may take longer to complete, for example, a broken window in a communal area will be boarded up to make it secure but new glass may have to be ordered, so reglazing would be done later.
Gas leaks must be reported immediately to Cadent Emergency: 0800 111 999
What about gas servicing?
Thrive deems gas servicing to be an essential service and we will continue to attend these where it is a high priority, asking you to sit in another room with the door closed while we are in the property.
Please make sure your home has a functioning CO2 monitor and smoke alarm installed and remember to test it weekly. For guidance on how to test your alarms, click here. If you are a tenant and don’t have these alarms in your home, please contact us on 0800 917 6077 and we will arrange for one to be sent to you.
Gas leaks must be reported immediately to Cadent Emergency: 0800 111 999
What services are currently available?
Following the recent government announcement, we have had to further reduce our services. We are currently prioritising the following works only:
- Emergency and health and safety repairs only
- Repairs and maintenance that - if left - have the potential to cause a safety issue i.e. emergency lighting and fire safety works
- Urgent Gas servicing. Please make sure your home has a functioning CO2 monitor and smoke alarm installed and remember to test it weekly. For guidance on how to test your alarms, click here. If you are a tenant and don’t have these alarms in your home, please contact us on 0800 917 6077 and we will arrange one to be sent to you.
The following works will continue to take place in line with PHE social distancing requirements and subject to availability of materials:
- Health, safety and fire safety related works in communal areas, such as emergency lighting
- Cleaning focusing on ensuring all hard surfaces are sanitised and escape routes are clear. Sheltered schemes will benefit from an additional weekly visit during this time
- Essential grounds maintenance, for example maintaining grass cutting so you can continue to use outside space for exercise as per Government advice. Please note, one of our contractors has temporarily suspended this service. Find out if this relates to your property here
- Works to empty properties, ensuring we continue to supply housing.
Whilst we have reduced our services, our office-based colleagues continue to work from home and are able to assist you with your enquiries. We apologise in advance for any delay in answering these.
How long are these measures in place for?
For the foreseeable future. We will update this page with the latest information and advice regarding our services.
Is there anything I can do to help?
We are doing our best to keep going but you will see a reduction in services, and we ask for your help during this time:
- Please test your smoke and CO2 alarms on a weekly basis
- Keep communal areas and fire exit passages clear
- If you see a Thrive Homes employee or contractor, please do adhere to social distancing and maintain a 2m distance
- Continue to report any issues that are or could become an emergency or health and safety risk. A member of our surveying team will then be in touch to assess these reports by video or phone call and will raise an emergency repair if it could cause a potential safety issue
- Contact us for non-urgent enquiries using the myThrive app, Facebook messenger or via email@example.com, so we can prioritise essential and emergency needs on our telephone line.
- What’s the best way to get in touch?
What happens if I my income is affected, and I fall into difficulty making a payment?
These are difficult times, and we know that coronavirus (COVID-19) is a concern for many of our residents.
We understand that some customers’ income may be affected as a consequence of coronavirus, either because they are unwell or because of unexpected changes to their income.
Accessing Government Support
Customers should follow Government advice to access relevant benefits and support available to them. For most working age people, financial support is available through Universal Credit. Information on this and other benefits can be accessed here: Understanding Universal Credit.
You may also be able to claim:
Paying rent and service charge
Thrive will still be collecting rent and service charge as normal from our customers during the coronavirus emergency. However, if you and your family are struggling with your rent or service charge payments, our team are on hand to provide support and guidance and can be reached by sending us a message on Facebook or emailing: firstname.lastname@example.org.
Thrive will not begin any new court proceedings or evictions against anyone in arrears or financial hardship due to COVID-19 for at least three months.
Customers can find other helpful advice below:
I need to report a non-urgent repair, can I still do this?
We are currently accepting emergency and health and safety repairs only. These can be reported by calling 0800 917 6077.
We will inform you once you can report other routine or non-urgent repairs.
What measures do you have in place if a Thrive Homes colleague contracts Coronavirus (COVID-19)?
Thrive Homes will follow Government guidance if a colleague develops the coronavirus including self-isolation and we will notify all customers who have been in contact with this individual.
Will my service charge be less due to reduced services?
You will only ever be charged for the services that are carried out. Read on to find out more.
Each year we calculate estimates based on the previous year’s charges and use this to set your service charge amount that comes into effect on 1st April. We wrote to all customers in February confirming their estimated service charge amount for 2020-2021.
When the current financial year ends on 31st March 2021, we will review all invoices received for services carried out and calculate the total amount spent If there is a difference in the estimate charged from 1st April 2020 and the amount spent by 31st March 2021, we will apply a charge to your account of the credit or debit amount.
Although most services remained in place up until 31st March 2020, we’re aware there were reductions for some customers towards the end of the month. We review all invoices for services each October and will take any reductions into account that occurred during this time.
This is actioned as follows:
Where we have overestimated the amount we planned to spend between 1st April 2020 and 31st March 2021 and you have overpaid, we will apply the credit to your account and use this towards adjusting your rent and service charge amounts between 1st April 2021 and 31st March 2022.
The same approach is applied where we have underestimated the amount we planned to spend between 1st April 2020 and 31st March 2021 and you have underpaid. Instead, we will apply the amount you owe as a debit on your account and include this in the calculation for your rent and service charges between 1st April 2021 and 31st March 2022.
Once we have calculated any difference between the estimate and actual charges, we will charge this back to you in the October following the end of the financial year. For example, for service charges during 2020-21, you will receive an adjustment notice in October 2021. For overpayments, we will process a refund to your account and underpayments will be taken in accordance with the terms of your lease.
Do we need to make a comment about the last 2 weeks of the financial year 2019-20? [JB1]