GUIDANCE FOR TENANTS IN THE EVENT OF OUT OF HOURS PROPERTY MAINTENANCE EMERGENCY

Tenant information during the coronavirus (covid-19) crisis

First and foremost we all at Hose Rhodes Dickson hope that you and your family are safe and well.

We are all adapting day by day to the unprecedented experience of coping with the coronavirus (COVID-19) pandemic, which is impacting on all or our personal and professional lives.

Of course we are all concerned with the plight of the impact of coronavirus and whilst tenant, landlord and agent have contractual obligations to each other, we ask for us all to work together with flexibility to find a balance to the mutual benefit of all.

Hose Rhodes Dickson remains open for business, delivering its range of services and the management of tenancies and the repair and maintenance of property are no exception. All our staff are working from home, which has been achieved by the company’s continuous investment in the latest technology, software and telecommunications systems. Equally, the dedication and commitment of our staff has been key to this achievement.

We are very aware that there is and will be more concern and uncertainty with regard to maintaining rental payments in the event that incomes are reduced or lost and where savings are not available to meet the household expenditure. It goes without saying that everyone will be focusing on essential spends only in this crisis situation and the roof over one’s head is the most important security for us all. Landlords are being encouraged to be supportive and flexible and we are sure that you will be pleased to note that all of our landlord clients that we have spoken with so far, since the outbreak, have demonstrated nothing but support for their tenants. Many of our landlords have financial commitments of mortgages and some rely entirely on the rental income. This is a time when we must all work together and we have already spoken with many our client’s tenants who have sought advice and guidance on how they can work with Hose Rhodes Dickson and their landlord to maintain security of their tenancy.

What should you do in the event that your income is reduced or lost?
  1. If you are of working age, without delay apply to the Department of Work and Pensions (DWP) for Universal Credit which will include an element of benefit relating to the payment of rent. You can apply online at www.gov.uk/apply-universal-credit. You can contact the DWP to enquire on 0800 328 5644.

    Housing Benefit is only available to those of state pension credit age or couples where both of have reached state pension credit age. Again, those eligible for Housing Benefit should apply immediately.

    From the 15 May 2019 mixed age couples (where one party of the couple is over Pension Credit qualifying age and the other under that age) will no longer be able to choose whether they can claim Universal Credit or Pension Credit or pension age Housing Benefit. Both parties of a couple will have to reach the Pension Credit qualifying age before you can be entitled to Pension Credit and/or pension age Housing Benefit. For further information please follow this link.

  2. You should also apply to the Isle of Wight Council for Local Council Tax Support (LCTS), which if you are eligible for, will reduce the rate of Council Tax you are required to pay. Those that are in receipt of Pension Credit Guarantee may well be eligible for a LCTS at a zero rate, but it will not be awarded this without an application. You can apply online here.

The Isle of Wight’s Citizens Advice Bureau (CAB) is a very good and reliable source of information and guidance and should be able to provide you with an overview of any entitlement you may have. You can contact the CAB from a landline on 03444 111 444 and from a mobile on 0300 3300 650.

We ask that in the event that you may experience financial difficulties that you contact us to discuss your circumstances and the extent of the impact so that we may speak with your landlord to reach an agreement on how best to proceed to the mutual benefit of all parties. Below is a directory of contact telephone numbers and email addresses that you can contact our staff on

How can you pay your rent?

You can pay your rent by standing order, which is the simplest and easiest way to pay. Our bank details are detailed below.

Otherwise, you can pay:

  • By either CREDIT or DEBIT card by telephoning 01983 538083. We have removed the restriction of using a CREDIT card during the coronavirus crisis to allow all possible means of you being able to pay your rent.
  • By direct bank transfer into our account – details of which are below:
    NatWest
    Sort code. 54-10-34
    Account. 47698322
    Ref. the property address
What should you do if your property requires repairs and or maintenance doing this crisis?

If your property is managed by Hose Rhodes Dickson and you identify something in your property that requires repair and or maintaining for which both your landlord is responsible and you consider essential, i.e. breakdown of your heating or hot water systems, a water leak or the breakdown of an essential household appliance that belongs to your landlord, you should email propertymanagment@hrdlettings.co.uk or telephone 01983 869067 or 01983 869066 during office hours. If the matter is of an emergency nature that occurs outside of office hours, please call 07964 797 902.

Please be assured that any attending contractors will follow the Government’s latest guidance which states that repair and maintenance work can be carried out in people’s homes by tradespersons, provided that the tradesperson is well and has no symptoms. Public Health England guidelines, including maintaining a two-metre distance from any household occupants, must be followed to ensure everyone’s safety.

No work will be carried out in any household which is isolating or where an individual is being shielded, unless it is to remedy a direct risk to the safety of the household, such as emergency plumbing, gas or electrical repairs, and where the tradesperson is willing to do so. And no work should be carried out by a tradesperson who has coronavirus symptoms, however mild.

If your property is not managed by Hose Rhodes Dickson, please contact your landlord direct. You will have been provided with your landlord’s contact details in the email we sent you when confirming that you had secured a tenancy on your property. The Public Health England guidelines will of course also apply.

If you smell gas and require gas emergency services, there is a free, 24-hour National Gas Emergency Helpline you can call - 0800 111 999 and please this link for further information about what to do in the event of a gas emergency.

How will Hose Rhodes Dickson complete its periodic Property Visits?

In response to lock-down, Hose Rhodes Dickson has made plans to adjust its practices so that we can maintain service to you where one to one interaction is usually required with you and now is not possible.

In response we have developed a property condition reporting template that allows us to complete a condition report of the property, with your assistance, over the phone.

The report provides a way for us to gather information about the condition of the property over the phone with the purpose primarily of maintaining your and your family’s safety and allows you the opportunity to bring to our attention repairs and maintenance required to the property.

You may find this a welcomed break from the boredom of lock-down when our property inspector contacts you by telephone at a pre-arranged time slot and will ask you to tour the property with them whilst on the phone. The member of our maintenance team will ask you questions about the property and will asked you to take and email photos of the property and its safety equipment to the inspector, which will be uploaded to the report.

Contact Details
OFFICE / NAME
TELEPHONE
EMAIL
NEWPORT
Matthew White
01983 521114
matthewwhite@hrdiw.co.uk
Sam Newnham
01983 538071
samnewnham@hrdiw.co.uk
Elisha Wraxton
01983 538074
elishaWraxton@hrdiw.co.uk
COWES
Emily Waldron
01983 294714
emilywaldron@hrdiw.co.uk
Jessica Rhodes
01983 294714
jessicaRhodes@hrdiw.co.uk
SHANKLIN
Kim Summers
01983 869068
kimberley@hrdlettings.co.uk
Lydia Willing
01983 869065
lydia@hrdlettings.co.uk
RYDE
Kayleigh Kent
01983 565658
kayleighKent@hrdiw.co.uk
Beccy Walton
01983 565658
beccy@hrdlettings.co.uk
PROPERTY REPAIRS DEPT.
Clive Bishop
01983 869066
propertymaintenance@hrdlettings.co.uk
Heather Baker
01983 869067
propertymaintenance@hrdlettings.co.uk
Kevin Figg
01983 869067
propertymaintenance@hrdlettings.co.uk
RENT ACCOUNTING
James McClelland
01983 538083
accounts@hrdlettings.co.uk
Rebecca Quick
01983 538095
accounts@hrdlettings.co.uk
Trudy Cox
01983 538077
accounts@hrdlettings.co.uk
TENANCY APPLICATIONS & RENEWALS
Kat Timmins
01983 538082
tenancymanagement@hrdiw.co.uk
Katie Bryan
01983 5380825
tenancymanagement@hrdiw.co.uk
Chloe
01983 538082
tenancymanagement@hrdiw.co.uk