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Coronavirus and changes to housing services

Information on the provision of housing services during the coronavirus pandemic.

During the current coronavirus pandemic, we are working hard to deliver all of our services. However, following Government advice we have to prioritise what housing services are essential. We have put together a list of housing services that are affected and those that are still running. We will be dealing with the majority of service requests over the phone and by email. If we do need to see someone in person, we will do so but this will be subject to some health screening questions.

The housing service is continuing to support those that are homeless, vulnerable and current tenants by delivering important frontline services.

PDF Document Public Health Wales easy read Coronavirus guide (PDF, 4MB)Opens new window

 

A message from our housing staff to tenants

 

Welsh Government advice for tenants struggling to pay rent and bills

New guidance for tenants who are struggling to pay their rent and household bills has been published on the Welsh Government website. It outlines the types of financial support that tenants may be able to access and also offers advice on what emergency help is available if people have severe financial challenges: https://gov.wales/coronavirus-covid-19-support-for-tenants-in-wales

 

Housing and homelessness advice

The Housing Options service continues to be available via telephone 01792 533100, 8.30am to 5.00pm Monday to Thursday and 8.30am to 4.30pm Friday and by email at housingoptions@swansea.gov.uk. The service is continuing to process housing applications which can still be made over the phone or using the online form.

 

District housing offices (DHOs) and tenancy/estate management service

All DHOs are closed to the public, otherwise services are running normally. Tenants are being asked to telephone their local DHO as normal where officers can still help and support you with housing enquiries/rent payments. Rent payments can also be made online using the following link www.swansea.gov.uk/payments and select Council House Rents

Phone lines are open 8.30am - 4.30pm Monday to Thursday and 8.30am - 4.00pm on Friday.

Blaenymaes DHO

Email: Blaenymaes.DistrictHousingOffice@swansea.gov.uk
Tel: 01792 534060

Penlan DHO

Email: Penlan.DistrictHousingOffice@swansea.gov.uk
Tel: 01792 582704

Town Centre DHO

Email: TownCentre.DistrictHousingOffice@swansea.gov.uk
Tel: 01792 650486

West Cross DHO

Email: WestCross.DistrictHousingOffice@swansea.gov.uk
Tel: 01792 402500

Sketty DHO

Email: Sketty.DistrictHousingOffice@swansea.gov.uk
Tel: 01792 516810

Townhill DHO

Email: Townhill.DistrictHousingOffice@swansea.gov.uk
Tel: 01792 513900

Morriston DHO

Email: Morriston.DistrictHousingOffice@swansea.gov.uk
Tel: 01792 601720

Eastside DHO

Email: Eastside.DistrictHousingOffice@swansea.gov.uk
Tel: 01792 791251

Gorseinon DHO

Email: Gorseinon.DistrictHousingOffice@swansea.gov.uk
Tel: 01792 897700

 

Rent payments and advice

We understand that coronavirus may seriously affect tenants income and we can provide advice and support. No one should find themselves homeless at this difficult time and there will be no evictions from council properties during this crisis. If tenants do run into difficulty or need advice, the Rents team can be contacted by phone 01792 534094 or by email: rentsteam@swansea.gov.uk. For rent payments, the best way to pay is by arranging a monthly (choice of 2 dates) or a weekly direct debit, or by using the council's online payment system detailed below together with other ways to pay rent:

Direct Debit 

You can request a Direct Debit form from the Rents Team on tel: 534094 or email your request to rentsteam@swansea.gov.uk

OnlineVisit https://www.swansea.gov.uk/payments and select Council House Rents.  You will need your rent reference number
By telephone

Ring the Rents team on 534094
Ring your District Housing Office

If you know your rent reference number, you can phone our automated service at any time.
English - 0300 456 2765
Welsh - 0300 456 2775

Post OfficeYou will need your payment swipe card
Payzone

You can use your Payment Swipe Card to pay at any retailer that displays the payzone logo.For a list of retailers please visit www.payzone.co.uk

 

Letting properties

We will continue to let accommodation to those with urgent rehousing need and offer furnished tenancy packs but we will need to ask for the new tenants co-operation to ensure we can undertake this work safely.

 

Requests to end tenancies

Requests can still be made by phoning the DHO and we will arrange for a Neighbourhood Officer to make contact.

 

Mutual exchanges (requests to swap properties)

We have started to process mutual exchange requests and approve swaps again.  The process has changed slightly to take into consideration restrictions linked to Covid-19 and your Neighbourhood Officer will advise you of these.  Please contact your local District Housing Office for more advice. HomeSwapper is running as usual for you to look for potential matches.

 

Anti-Social Behaviour (ASB)

The Neighbourhood Support Unit (NSU) is currently operating a full service, including undertaking foot and mobile patrols and attending ASB incidents reported via the 24/7 contact number. The NSU can be contacted by phone on 01792 648507 24 hours a day.  Incidents of ASB can still be reported online.

 

Noise nuisance

We will continue to investigate all instances of anti-social behaviour and take appropriate action where it can be evidenced. Incidents of noise nuisance can be reported online or to the local DHO or Anti-Social Behaviour Support Team on 01792 534060 during working hours. Reports can also be made to the NSU out of hours and weekends, 01792 648507.

 

Estate caretaking service

The team is currently operating a reduced service across the city. Enquiries can be made via the local DHO.

 

Sheltered housing service

Sheltered wardens are continuing to offer services to residents living in council sheltered schemes, but are contacting them via the pull cord system and telephone to minimise face to face contact. They will however respond as appropriate in an emergency, and the lifeline system continues to operate 24 hours a day, 7 days a week.

 

Furnished tenancy scheme

The scheme is currently concentrating on deliveries for the reduced number of people we are rehousing at the moment and urgent exchanges of appliances for existing tenants who have packs (e.g. faulty cookers etc). The team can be contacted on 01792 584042 Monday to Friday 8.30am - 4.30pm or via email at furnished.tenancies@swansea.gov.uk.

 

Tenancy Support Unit (TSU)

The TSU is still operational to receive referrals, undertake assessments and provide housing related support. The TSU are not able to undertake face to face visits but are providing telephone and email support to tenants and residents throughout Swansea. The telephone lines are open and a Duty Officer is available Monday to Friday 9.00am - 4.30pm for referrals, housing support queries and assistance on 01792 774360, via the online referral form or email tsu@swansea.gov.uk.

 

Repairs

Coronavirus - advice to tenants on repairs to council housing

 

Major internal works

Work replacing kitchen and bathrooms will recommence in the next couple of weeks.  Contractors are due to return shortly and will spend some time setting up new working processes before contacting tenants to arrange actual restart dates.  The Housing Improvement Team are still available on 01792 635117 or by email, HousingILT@swansea.gov.uk
 

Leasehold services

The Leasehold team continue to provide advice and support to leaseholders by phone 01792 635223/635011 and email leasehold@swansea.gov.uk.

 

Disabled facilities grants (DFGs)

Disabled facilities grants (DFGs)

All housing grants and loans services including DFGs are back in operation. There are some restrictions in the services being provided where Covid 19 social distancing restrictions cannot be maintained, in particular where adaptation or repair works have a significant impact on residents occupying the property.  The Covid pandemic restrictions has resulted in a backlog of enquiries for housing grants and loan services that officers are currently working through. These arrangements are under constant review in adherence with the latest Government guidelines.

 

New build council house projects

  • Our Park Y Helig development is now nearing completion and is due to be tenanted in the next couple of weeks. 
  • The Colliers Way 2 development is progressing well with several of the buildings erected and undergoing internal works and still on target for a January 2021 completion date subject to Covid restrictions. 
  • Our next development at Hillview/Beaconsview, Clase is due to begin imminently with 25 new family homes being built.

The More Homes team can be contacted on 01792 635047.

 

General housing queries

These can be directed to housing@swansea.gov.uk or tenants can join our Facebook group 'Swansea Council Housing' which is being updated with the latest news.

Coronavirus - advice to tenants on repairs to council housing

Due to the coronavirus and the government's guidance we have had to change how we repair and maintain your home, however our normal repair service has now resumed.

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