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Covid-19 (Coronavirus) FAQs for Tenants – General

How can I contact Clanmil while the offices are closed to the public?

Can I get my repairs done?

What is an emergency essential repair?

Will I get emergency repairs done if I am self-isolating?

I have a service booked (gas, electrical, fire safety) but I don’t want your Maintenance Technician in my home in case they have Coronavirus. What should I do?

I am in the process of having update work carried out in my home such as a new kitchen/bathroom or rewire. Will work stop?

Are you still going to maintain the grounds around our scheme?

Will I get a rent payment holiday?

My income isn’t affected. Can I still pay my rent in the normal way?

What help is available financially for people who have been laid off, have no money coming in or are on a reduced income?

I’ve received a letter telling me that Shielding is being ‘paused’. What does this mean for me and my job?

I received Statutory Sick Pay (SSP) while I was shielding. Can this continue once shielding has ended?

Will you evict people who can’t pay their rent?

I need to terminate my tenancy. Can I still do this?

Is Clanmil still organising events and activities?

I live in an apartment block. Will cleaning services continue?

I live in an apartment block with a night-time warden. Will they still be working?

Is the playpark at my scheme closed?

What support are you offering to people who are over 70 and other vulnerable tenants?


How can I contact Clanmil while the offices are closed to the public?

Although our offices are currently closed to visitors, our team is working as normal and you can reach them during office hours (9.00am to 5.00pm, Monday to Friday) by:

  • email to an individual team member’s email address or to housing@clanmil.org.uk
  • telephone for urgent enquiries (not repairs) on 028 9087 6000
  • telephone for emergency and essential repairs only on 028 9087 6019 or email repairs@clanmil.org.uk
  • telephone for rent arrears on 028 9087 7034 or email Incomerecovery@clanmil.org.uk
  • Facebook Messenger @clanmilhousing, Twitter @ClanmilHousing or our website clanmil.org
Outside office hours, our out-of-hours emergency repairs service will continue to operate on tel: 028 9042 1010. This service is for emergency essential repairs.



Can I get my repairs done?

During lockdown, to protect us all, internal repairs were limited to emergency essential work only. Now that restrictions are easing, we are carrying out some non-essential repairs where it is safe to do so.

Please contact our repairs desk on 028 9087 6019 or at repairs@clanmil.org.uk We will assess if the work required can be carried out safely at this time. If not, we will take the detail of the repair and log it in our system to be completed when it is safe to do so.

If you’ve been told to self-isolate, or are experiencing any COVID-19 symptoms, you must let us know when you report your repair.

We will ask you to answer some questions about your household’s health and recent travel to assess the risk of carrying out the repair before a decision is made.

If your repair is inside the property, and we can proceed with it, we will ask you to isolate yourself from the area of repair for as long as possible before the repair takes place, and while our contractor is carrying out the work. We may ask you to undertake other measures, but these will be discussed with you before we arrive.

Essential external repairs and repairs to vacant properties are continuing.

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What is an emergency essential repair?

Emergency essential repairs are those that if not completed, could put you, a third party (e.g. neighbour or pedestrians on the street), or the building at risk or, that will cause a health and safety risk. These include:

  • Loss of heating
  • Significant water leaks
  • Loss of power
  • Immediate health and safety risks where there is significant risk of injury
  • Lift not working
  • Fire alarm repairs
  • Gas boiler servicing
  • Critical fire protection work.
This is not a complete list and we will assess each repair individually to determine whether it is an emergency, urgent or routine.

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Will I get emergency repairs done if I am self-isolating?

If you’ve been told to self-isolate, or are experiencing any COVID-19 symptoms, you must let us know when you report your repair.

We will ask you to answer some questions about your household’s health and recent travel to assess the risk of carrying out the repair before a decision is made.

If your repair is inside the property, and we can proceed with it, we will ask you to isolate yourself from the area of repair for as long as possible before the repair takes place, and while our contractor is carrying out the work.. We may ask you to undertake other measures, but these will be discussed with you before we arrive.

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I have a service booked (gas, electrical, fire safety) but I don’t want your Maintenance Technician in my home in case they have Coronavirus. What should I do?

We recognise that you may be nervous about contractors coming into your home but it is important that we keep you safe through boiler servicing etc.

We still need access to your home to complete this service, but we are putting extra safeguards in place to protect you and our contractors.

For ‘emergency’ or ‘regulatory compliance’ work, we will contact you ahead of the visit and complete a detailed assessment over the phone of work to be undertaken, to minimise the length of the visit. Our Maintenance Technicians will have all the necessary Personal Protective Equipment needed and will continue to regularly wash their hands and use hand sanitiser. They will clean all surfaces they touch before leaving your property.

When they are on site, you must remain in another room with the door closed and not enter the work area while the Maintenance Technician is in the property. If you are concerned about any aspect of this, please contact us and we can discuss individual measures we can put in place to reassure you.

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I am in the process of having update work carried out in my home such as a new kitchen/bathroom or rewire. Will work stop?

Yes. Unfortunately, all non-emergency work must stop until further notice. We will do everything we can to ensure that you have a functional kitchen/bathroom in the meantime.

Once we return to business as usual, we will contact you to arrange the completion of the works to your home.

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Are you still going to maintain the grounds around our scheme?

Our grounds maintenance service has now fully resumed with a new contractor, Greentown Environmental Ltd.

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Will I get a rent payment holiday?

Rent is vitally important to not-for-profit organisations like Clanmil. It allows us to carry out essential repairs and maintenance work and deliver support services to the people who live in the homes we provide. You need to continue to pay your rent in full.

Where your circumstances change due to the Coronavirus, you must let us know as soon as you can. We will look compassionately at each case to find a solution.

If you are worried about paying your rent, please get in touch with us now. Our Money Advice Team is providing advice and support for people who are struggling with their finances, including help claiming benefits, and they can help.

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My income isn’t affected - can I still pay my rent in the normal way?

Yes. All normal rent payment options remain available, including the option to pay over the phone. We would of course encourage you to pay online or to set up automated payment (e.g. direct debit) to reduce demand on phone lines and save yourself time.

Check our website for details of ways you can pay your rent - http://www.clanmil.org/pay-your-rent or email Incomerecovery@clanmil.org.uk.

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What help is available financially for people who have been laid off, have no money coming in or are on a reduced income?

If your income is affected by Coronavirus (COVID-19) you may be able to claim Sick Pay or benefits to support you through this period. Your income may be affected due to working less, no longer working, self-isolating, or caring for someone who is sick.

Many employees will be protected during this period as the Government has offered a package of support to businesses to help them to retain staff.

The Government is offering PAYE employees grants to cover 80% of employees’ wages (up to £2,500/month per employee). This support is called the Coronavirus Job Retention Scheme. It means that you can still get 80% of your pay if there is no work. Your employer should contact HMRC for further details.

From 1 July, employers will be able to bring back to work employees who have been previously furloughed for any amount of time and any shift pattern, while still being able to claim under the scheme for normal hours not worked by an employee (with the employer paying for hours that are worked). From 1 August, the level of grant under the scheme will be slowly tapered to reflect the Government’s expectation that people should be returning to work. Furloughed employees will continue to be entitled to receive the current 80 per cent of wages (subject to the £2,500 monthly cap) until the end of October, but from August employers will be expected to contribute towards this.

Government has also announced a Self-Employed Income Support Scheme. Many of our tenants are self-employed such as taxi drivers, plumbers and builders. This scheme will pay those adversely affected by the Coronavirus, a taxable grant worth 80% of their average monthly profits over the last three years, up to £2,500 a month.

Applications for a second grant will open in August. Individuals will be able to claim a second taxable grant worth 70% of their average monthly trading profits, paid out in a single instalment covering three months’ worth of profits, and capped at £6,570 in total. You do not need to have claimed the first grant to receive the second grant. For example, you may only have been adversely affected by COVID-19 in this later phase. Self-employed people can also now access benefits such as Universal Credit.

If you need money or benefits advice then contact Clanmil’s dedicated Money Advice Team. Our Money Advisors can help you make the right decisions. You can contact the Money Advice Team on 028 9087 7047 or email moneyadvice@clanmil.org.uk.

Find out more here: http://www.clanmil.org/money-advice.

You can get the most up-to-date information on the Department for Communities website here: https://www.communities-ni.gov.uk/landing-pages/covid-19-and-benefits

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I’ve received a letter telling me that Shielding is being ‘paused’. What does this mean for me and my job?

The Chief Medical Officer (CMO) recently issued letters to everyone who is shielding in Northern Ireland. These advised that if the infection rate remains low, people who are currently shielding will not need to do so after 31 July 2020. The letters also announced other changes to the guidance, giving more options for support and socialising.

The CMO has issued this guidance on the basis that the risk of catching COVID-19 is now relatively low. However, the advice will remain under review, i.e. if the infection rate starts to rise again, the CMO will review this position. If you have been able to work from home while shielding, you should continue to do so where possible. However, from 31 July 2020, your employer can ask you to come back into the workplace if you are unable to work from home.

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I received Statutory Sick Pay (SSP) while I was shielding. Can this continue once shielding has ended?

You might still be able to receive SSP, but you will not be automatically eligible due to shielding after 31 July 2020. Effectively, after this point, the rules around SSP will revert to the way they were prior to the pandemic and shielding will no longer be included.

To be eligible for SSP, you will need to:

  • Have a contract of employment with your employer (if you were previously claiming SSP, you will fulfil this criteria) and have done some work for your employer
  • Earn an average of at least £120 per week
  • Have been ill for at least 4 days in a row
If you are off sick for more than 7 days in a row (including non-working days) you will need to give your employer a ‘fit note’. You can get a fit note from your GP or hospital doctor. If your employer agrees, a similar document can be provided by a physiotherapist, podiatrist or occupational therapist instead. This is called an Allied Health Professional (AHP) Health and Work Report.

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Will you evict people who can’t pay their rent?

Where people's circumstances change due to the Coronavirus, we will look compassionately at each case. Eviction will never be our first resort – every opportunity will be explored before eviction is considered as an option.

This is an uncertain time and we understand that some people are experiencing financial hardship due to Coronavirus.

If your income is affected by Coronavirus (COVID-19) you may be able to claim Sick Pay or benefits to support you through this period. You can get the most up-to-date information on the Department for Communities website here: https://www.communities-ni.gov.uk/landing-pages/covid-19-and-benefits

If you are worried about paying your rent, please get in touch with us now. Our Money Advice Team are providing advice and support for people who are struggling with their finances, including help claiming benefits, and they can help you.

Contact our Money Advice Team on 028 9087 7047 or email moneyadvice@clanmil.org.uk.

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I need to terminate my tenancy. Can I still do this?

Yes. However, we will manage this process differently. You should still get in touch with us to give us at least 4 weeks notice, as normal.

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Is Clanmil still organising events and activities?

Events and activities will be limited at this time to those that can take place safely, either by following the Government’s social distancing advice or virtually. We will communicate further on this at a later stage.

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I live in an apartment block. Will cleaning services continue?

Yes. Where your scheme has a cleaning service for communal areas, provided by Clanmil, this will continue (as much as possible). Both you and staff will be expected to adhere to physical distancing restrictions, for the safety of staff and tenants alike.

Window cleaning is continuing externally but there is no internal window cleaning at this time.

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I live in an apartment block with a night-time warden. Will they still be working?

Yes. This will also continue (as much as possible). Again, you and staff will be expected to adhere to physical distancing restrictions, for the safety of staff and tenants alike.

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Is the playpark at my scheme closed?

Yes. If there is a playpark at your scheme it will remain closed because of the risk of infection. However, we will be reviewing this and will communicate with you when we have agreed safe protocols to reopen playparks.

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What support are you offering to people who are over 70 and other vulnerable tenants?

Clanmil provides a range of accommodation specifically to older and vulnerable people where we provide additional support. Of course, we also have older and vulnerable people living in our general housing.

Older and vulnerable people living in our general needs housing who do not have family or friends to help at this time, and who are concerned, can also contact us and we will try to help by signposting them to appropriate services.

We’ll try to help you to find the help you need.



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