COVID - guidelines for Mainstay <BR> customers and employees

COVID - guidelines for Mainstay
customers and employees

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Following the latest national COVID lockdown across the UK on 4th January, we have reviewed and updated the guidance from government and industry bodies to ensure we are doing the right thing to keep our customers, colleagues and contractors safe at this very challenging time.

Here, you can find out about the changes we have made across our developments to follow the government guidance and to keep everyone safe.

Advice for-Mainstay residents

The health and safety of our residents, employees and contractors is always our priority.

We have carefully reviewed the guidance from government and industry bodies, and we are responding to this in the way we manage your home.

The operational changes we have made in response to COVID-19 for the different types of homes we care for are detailed in sections 4-6.

Following the return to a national lockdown in England, the below table is an overview of our management approach:


Our Management Approach

National Lockdown

Permanent on-site employees (See section 3 for more information) Employees will continue to work from developments to provide essential support. Social distancing guidance will be followed at all times.
Visiting Property Managers, Area Managers and Regional Managers  Property Managers will only complete external inspections (unless there is an emergency inside the development) whilst following social distancing guidance. Associate Directors and regional teams will only travel to sites if it is essential.
Communal area cleaning, gardening, grounds maintenance, and window cleaning These services will carry on but may reduce in frequency due to contractor availability.
Essential reactive maintenance We are working to make sure that essential services can still be undertaken wherever possible.
Major works projects External major works projects (i.e. where a contractor does not need to go inside the development) will continue where possible. We will pause any non-essential internal projects until after lockdown.

Advice Mainstay Residents continued

Approach in Wales: National restrictions apply in Wales and follow the same approach highlighted in the above table.

We are sorry that there is further disruption due to Coronavirus. If your development is impacted by a contractor’s reduced service levels or a change to planned major works, we’ll let you know. We are planning to catch up with any delayed projects wherever possible and any cost savings due to works not carried out will be passed on to you through your service charge.

We’d like to thank all our customers for your understanding during this unprecedented time.

Customer Services

Our customer support and property management teams are still here to help you. Some of our employees are working from home and you may experience a slower service at certain times of the day so to help with this, we’ve increased the size of our email team.

For non-urgent enquiries, the best way to reach our team is by email:

Interacting with your neighbours and development staff

It’s more important than ever that we all follow social distancing guidance, which is that you stay two metres away from people not in your household, so we can keep everyone safe. We’ll make sure our staff and contractors remain vigilant too by always following social distancing measures when around residents, and by wearing PPE (i.e. face coverings) where it’s appropriate.

Our permanent on-site employees provide you with essential support and will remain working at your development, making sure your development is safe, clean and comfortable. Our employees are aware that they must not come to work if they or anyone in their household is showing symptoms of Covid-19. They are strictly following social distancing guidance and, where possible, will try to avoid the use of public transport to travel to the development. This may impact their available hours at the development, but they will continue to be available as usual during working hours even if they are not on site.

For developments with communal facilities and/or site staff

This advice may vary depending on your development’s individual needs, please check in with your Property/Development Manager if you have any questions about your home.

  • Parcel delivery: During this time, we are asking for parcels to be delivered directly to properties where possible and practical.  If this is not the case, additional measures are in place to enable contact free collection from the usual collection points and staff are adopting additional hygiene measures before and after handling any parcels.During this time, we are asking for parcels to be delivered directly to properties where possible, in the interest of safeguarding staff and residents.
  • Bins & refuse collection: We expect your local authority to maintain refuse collections during this time. However, we do need your help to keep rubbish in tied bags and evenly distributed between your development bins please. This is important to make sure that bin collections can take place, and that overflowing waste or dumped bulky items are not left blocking access, and to reduce the likelihood of attracting pests or rodents. If your development has bin stores and/or refuse chutes, we have tried to temporarily relocate bins to street level, where possible and safe to do so, to make sure that bins can be easily collected even if site staff are unavailable. Our operational teams have conducted a site-by-site review to find the most sensible compromise for your development. If you notice any refuse issues, please notify your Property Manager and we will work with the local authority and/or key contractors to resolve.
  • Communal area cleaning, gardening, grounds maintenance and window cleaning: We’re keeping developments in the best possible condition to stop any virus spreading. We have asked our cleaners to concentrate on high touch areas such as door handles, lift call buttons, and stair rails. We recognise that having a nicely maintained development is of real value, so we will continue to allow outside grounds maintenance and window cleaning, with strict social distancing being followed. There is the potential for a reduced frequency due to staff and/or contractor availability.
  • Lifts: Our main lift contractors have confirmed that they are attending both planned and reactive site visits for maintenance, entrapments and emergency call outs. We are however mindful that response times may be longer in the current circumstances and would therefore encourage you to use the stairs rather than the lift if this is possible or you are able to do so. If you do need to use the lift please make sure that you only share the lift with other members of your household. In the event of a lift failure please use the emergency call point in the lift and call emergency services on 999 if there are no staff on site.
  • Communal systems: If there is a communal heating system at your development and this were to breakdown, please be aware that response times to repair this are likely to be delayed but will be attended to as soon as possible. Please use your domestic immersion heaters where possible.
  • Emergency access to communal amenities: A set of keys for emergency use by authorised contractors to access communal amenities and services has been left with a volunteer resident in case there are any issues with staff being able to get to your development. These will only be used if it is necessary to check the heating system, plant room, water boosters or any other vital systems behind a locked door. This does not include any keys for individual properties.
  • Gyms, swimming pools and recreational facilities:
    – All gyms and pools have been closed for the lockdown period.
  • All saunas and steams rooms remain closed.
    – The Government has confirmed that parks and playgrounds can remain open. However, we have been asked to operate time restrictions by some local authorities. Where we don’t have site staff to manage this, we may need to close the facility during lockdown.
  • Essential reactive maintenance: We are working to make sure that essential services, for instance, reactive maintenance to breakdowns, leaks or electrical faults, or pest control can still be undertaken by our contractors wherever possible.

For estates

  • Grounds maintenance: Grounds maintenance services will continue wherever possible but with the potential for a reduced frequency due to staff and/or contractor availability. We have reminded all contractors that they must be strictly following social distancing guidance and must not attend site if they or any of their household have symptoms or have been unwell.
  • Essential reactive services: We are working to make sure that essential reactive services can still be undertaken on estates developments wherever possible. These would include reactive support for any urgent issues with:
    • Pump stations
    • Sewage treatment plants
    • Complete street lighting failure
    • Electric gates

Useful links

Please refer to the links below for the most recent information from the Government and NHS about the Coronavirus situation in the UK.

The Government’s latest advice:

NHS latest advice:

Government travel advice:

For customer services, please contact us as follows.  Due to the ever-changing situation, at some points in the day you may need to wait longer than usual to speak to one of our team.  If your query is not urgent, please consider emailing the team instead on the appropriate address below and we’ll get back to you as soon as possible:

Property Services: or call: 1905 357777

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