Our roadmap to recovery
Following the Government’s introduction of a four stage roadmap to lead us out of lockdown, we thought it would be useful for customers to see how this affected our services. That’s why we’ve created our own roadmap to recovery, highlighting when we’re planning to reopen certain services in the coming months.
Our plan follows the four stages from the government roadmap, and is subject to change at any point.
Throughout the coming months, we’re looking to follow our three key principles:
- to keep our customers, partners and colleagues as safe as possible
- to keep providing essential services to our customers to help them get
through this period
- keep our business operating in the most appropriate way and in a
way that means we can recover and still be a viable business.
Stage one – from 8 March
- Resuming our repairs service – dealing with the backlog of paused jobs first.
- We resumed the mutual exchange process.
- Indoor visits continue to be avoided unless vital to support customers – such as Life24 alarm installations or benefits and debt advice visit where they cannot be supported remotely. For these, pre-visit checks for symptoms have been put in place. Our team wear PPE and adhere to social distancing during face-to-face contact. Employment support may on meet outside.
- Sales & Lettings started using a socially distanced approach after vetting and online viewings have been completed.
- Communal lounges, guest rooms and hairdressing facilities remain closed. Laundry and gardens limited to one household
use at a time.
Stage one – from 29 March
- Started to look at restarting limited outdoor contact with customers, such as walking groups.
- Customers in sheltered schemes can access garden areas.
- Garden activities for up to six people can resume at dementia and extra care schemes.
- Youth involvement - National Youth Agency (NYA) remains red. Further guidance:
- Online / virtual delivery
- Detached / outreach
- 1-2-1 support / triage / drop-in
- Group support inside and outside
- Strict criteria for face-to-face work with parental responsibility
Stage two – from 12 April
- Home visits remain urgent only, with safe systems of work (SSOW) and PPE.
- Enforcement action for access to tenanted properties for landlord checks will continue to be dealt with on a case by case basis.
- Employment support visits can resume in outdoor café spaces, and walk and talk.
- Hairdressing can resume on schemes – one customer at a time.
- Youth involvement – NYA guidance changes to amber.
Stage three – expected no earlier than 17 May
- Communal lounges reopen for up to six people at a time.
- Guest rooms can be used by mixed households.
- Desk booking system still in place at K2, but colleagues are still encouraged to work from home where possible.
- Indoor meetings of six or less colleagues can go ahead if needed. This will be voluntary and meetings will be encouraged to continue virtually.
- Home visits may begin for non-urgent appointments with safe systems of work (SSOW) and PPE.
Stage four – expected no earlier than 21 June
- Retirement scheme lounges likely to be open fully but may still require coronavirus guidance to be in place.
- Life24 advisors visit each scheme a maximum of once per week.
- Activities at retirement schemes may be able to start, subject to review. No restrictions on use of communal spaces. Activity day re-open with planning for possible winter lockdowns.
- Normal visits to customers but social distancing and wearing PPE may still be advised.
- Youth involvement: NYA guidance changes to green.