We have made changes to the services that we deliver to you, following government guidance.
Your health and safety, that of your home and all of our colleagues along with our corporate responsibility to protect the NHS and those most vulnerable in our communities is our priority, and at the heart of our decision making.
Information for our customers
Our offices are closed until further notice. All of our online and telephone channels are open.
We have a duty of care to our colleagues and our customers to ensure we comply with the government’s advice on social distancing. We are therefore only able to process emergency and urgent repairs.
Examples of emergency repairs:
- Storm, accident or flood damage
- Gas leaks – contact the National Gas Emergency Line on 0800 111 999
- Complete loss of electric supply – contact your electricity supplier first
- Complete loss of water supply – contact your water supplier first
- Blocked or leaking foul main drain
- Blocked toilet where there is only one in your home (but you may be charged if you or your family have caused the blockage)
- Major pipe bursts
- Major roof leaks
- Broken main entrance door /window posing security risk
- Blocked flue
- Smoke detector not working (unless you have another one working in the property, this does not include changing batteries)
Examples of urgent repairs:
- Electrical faults
- Minor roof leaks
- Heating failures
- Plumbing leaks
- Non flushing toilet
- Loss of hot water
If you need to report a repair, there are several ways you can do this:
Prior to booking any repairs, we are asking some short health questions to ensure the safety of our colleagues’ and customers’ health.
If your repair is not classed as urgent or an emergency, we ask that you contact us once we have re-opened our offices.
We know that there are outstanding repairs we weren’t able to do due to the lockdown. If you reported a repair before the lockdown started we will contact you to arrange an appointment as soon as we are able to do it safely.
Thank you for your understanding during this time.
Your health and the safety of your home, continues to be our priority and is at the heart of our decision making.
To help us keep you safe, we have to check all your gas appliances at least once a year. So we’re still visiting homes to do this at this time. But we’re making sure that our teams have the right protective equipment and are following the social distancing guidelines to keep you, your family and themselves safe.
There are lots of groups and community hubs being set up across the country to support people through the Coronavirus epidemic. We've collated some useful resources across Dorset and Somerset to help our customers through this time.
Please note these groups are independent and have been set up by local individuals. The listing of them is not an endorsement and they are not associated with Magna.
We know this is a worrying time for many of you with regard to how to pay the rent and other bills. We can offer you advice and support to claim any benefits you are entitled to during this time.
If you are struggling to pay the rent as your income has reduced, please contact the income management team on 01305 216067 who will be able to agree a plan to get you through this difficult time and catch up with any rent payments missed.
If you would like advice or support to claim benefits please contact our money matters team on 0800 999 6130.
We are not currently advertising empty homes on Dorset Homechoice or Somerset Homefinder choice based lettings schemes and we have paused tenant transfers and mutual exchanges.
We’ll be carrying out work in empty homes to make them ready for letting. Some of this work will be carried out by contractors working on our behalf and we have made sure that these contractors will also work in a safe way and follow all the government guidelines.
Our tenancy service teams will continue to provide support and advice over the telephone or email on all other issues, such as, reports of anti-social behaviour or other complaints. We ask you to bear with us at this time.
In our sheltered and supported homes, the priority during this difficult time is for sheltered housing advisors to ensure the wellbeing of our customers. Following government guidance on practicing safe distancing and the advice to vulnerable people to self-isolate, weekly or daily telephone welfare checks will be made.
Working with community volunteers and support groups, sheltered housing advisors will do their best to liaise with groups to advise them of people in need who require essential shopping and prescription collections.
Our out of office hours alarm monitoring service will continue to respond to any emergency calls.
Sheltered community rooms and facilities will remain closed.
Unfortunately, we cannot keep the home help and gardening services running during this time.
We plan to restart a number of services from 1 June onwards. We are looking at those services that can be carried out safely, as our priority remains to keep our customers and colleagues safe. Please be assured that in doing this we continue to follow all government guidelines.
In addition to those essential services we are already carrying out, we are now looking to bring back services which can be safely delivered outside your home. These include grounds maintenance and the cleaning of communal areas in blocks of flats including window cleaning.
For full details about these services, please visit our estates services page.
We have reduced our service provision in line with government guidelines and to ensure the safety of our customers, their homes and our colleagues, along with our corporate social responsibility to protect our NHS and those most vulnerable in our communities.
We normally review service charges after the end of the financial year so we will bring this review forward by 6 months. Therefore, our service charge costs will be reviewed in line with the services we deliver.
We will not charge customers for services they have not received.
Customers will see the adjusted service charge in October.
Please continue to pay at the current rate until the adjustment is made. Please note adjustments will be backdated.
To continue to follow government guidelines regarding social distancing and essential travel during the Coronavirus pandemic, we have had to adapt our services when tackling ASB. We are now focussing on telephone or email contact with our customers and will continue to be guided by our ASB procedure for case management. Although our investigations will be different, we are committed to doing the following:
- Work with other agencies
- Signpost customers to our specialised victim support or our assessment and mediation service
- Signpost perpetrators to support services
- Offer access to the Noise App if needed
- Increase contact with vulnerable customers
- Encourage the use of technology to record ASB if it is safe to do so
- Signpost to our website to log ASB to ease the pressure on customer services
- Issue verbal warnings over the telephone and written warnings via email
- Produce Good Neighbour Agreements or Acceptable Behaviour Contracts by email providing verbal consent has been given
- Issue Notice of Seeking Possession for breaches of tenancy
- Apply for Injunctions in the most serious cases
- Share best practice with other housing providers.
As part of our regular review of which services we may want to bring back online, we have considered the government guidelines and decided to reopen some of our construction sites, where it is safe to do so.
We are confident our teams and contractors are able to carry out their work safely, following the detailed guidelines issued by the Construction Leadership Council and maintain social distancing. http://cic.org.uk/admin/resources/site-operating-procedures-version-3-1.pdf
We will keep this under review to make sure that we continue to keep our teams and contractors safe.
It is with great sadness that we have decided to cancel Dorset’s Best Village competition this year.
The competition has been running for over 30 years and is very important to us and to many village communities and groups. We therefore wanted to wait for as long as possible and review all options before we made any final decisions, in the hope that we may be able to continue in some way.
The health and safety of our customers, communities, colleagues and volunteer judges of the competition, must be our priority and at the heart of the decisions we make. Although the government’s latest announcement shows signs of restrictions being eased in the coming months, we don’t feel that we will be in a position to safely host the competition this year.
We are sorry this will come as disappointing news to many local communities, but we hope you understand our decision.