Help and Advice during COVID-19 – Update 2 April 2020

If you suspect that you have symptoms of COVID-19 please call us or email us.

It is important that you let us know if you or a member of your household is self-isolating or has been diagnosed with COVID-19.

While we are monitoring the advice and guidance from the UK Government, Scottish Government and NHS, this is changing on a daily basis and we recommend that you keep yourself informed by visiting their websites regularly for the most up to date information.

We have provided some information on paying your rent, benefits advice, universal credit, energy advice, fire safety and befriending service and some helpful links.

Paying Your Rent

The Co-operative recognises that these are exceptionally difficult and challenging times for everyone.

One area you might be concerned about is paying your rent.  The rent you pay is vital for the Co-operative to operate effectively.  Without this we are unable to offer our repairs service, keep your home safe and energy efficient as well as a number of other services and the staff that help provide them. 

We need you to continue to pay your rent, however we understand there might be a delay in accessing welfare benefits or issues and concerns with your employer which might also impact your ability to pay your rent as usual and on time. 

Please let us know if you are struggling to pay rent and we will be able to discuss your options. We can work together to establish an affordable repayment plan, taking into account your individual circumstances.

We will ensure tenants who experience loss of earnings because of the pandemic are supported so that they are not at risk of homelessness.

If this is the case please contact your Housing Officer as soon as possible. 

How to pay Your Rent 

As our offices are closed due to COVID-19, there are alternative ways to pay your rent:

    • By internet banking 

    • Allpay card by phone – please call 0844 557 8321 (24hrs) or visit Allpay where you can pay online: https://www.allpayments.net/

    • Standing Order

    • Allpay App - download from the App Store or Google play

    • Direct Payments – if you are receiving Housing Benefits/Universal Credit, your rent can be paid direct to the Co-operative.

Please remember that it is still important to pay your rent. If you are facing any difficulties, please call us on 01698 687222 and ask for your Housing Officer.

What do you have in place to help tenants with rent payments if their income has been affected by COVID-19?

Our experienced Housing Officer will be on hand to assist tenants. If you are struggling to pay your rent please contact us as soon as possible. We can make realistic and affordable arrangements. We can also refer to a Welfare Benefit Advisor through our AFTAR Project who can complete benefit checks and maximise your income.

We will continue to support our tenants during this time of uncertainty and financial hardship.

Benefits and Money Advice

If you require welfare rights advice via our AFTAR Project please contact the Co-operative and we will pass your details to Maria at Citizens Advice Bureau.  She will contact you within 48 hours of receiving the request.  Maria will carry out an initial benefit/financial assessment and allocate a telephone appointment as necessary.

Telephone only appointments are available during the outbreak as Citizens Advice Bureau continue to support financial inclusion and money advice services.

How do I pay my rent if I am unable to work due to COVID-19?

Depending on your income and savings, you could get some help with your rent from Housing Benefit or the housing costs element of Universal Credit. You can apply for Universal Credit by visiting their website.

Universal Credit

If you're concerned that your income may be affected due to the Coronavirus or you need advice on benefits, please visit the Universal Credit website. Here you'll find information about claiming Universal Credit, what to do if your earnings change and how to make a new claim. 

Please visit this website regularly as it will be updated and display the most up to date information. 

What if my Universal Credit payments or Housing Benefit does not cover my full rent charge?

It is possible that the Universal Credit or Housing Benefit payment may not be sufficient to cover the whole of your rent. You may also be eligible to apply for Discretionary Housing Payments to cover the shortfall.

Discretionary Housing Payments (DHP) can provide extra money when you need extra help to meet your housing costs.

Please contact your Housing Officer who can assist you with this.  

You should look into claiming benefits and other financial support that is available as soon as you can.

If you already receive benefits and your income changes:

• Update North Lanarkshire Council for your housing benefit

• Report the changes to universal credit via your online journal

This will make sure you get what you’re entitled to as quickly as possible.

Housing Allocations

We are not currently letting any of our properties as we are providing an emergency service only.

What should I do if I need help with Gas and Electricity costs?

The government has launched an emergency package with energy suppliers to ensure you do not face any additional hardship in heating or lighting your home during the coronavirus outbreak.

If you think you cannot afford to pay for extra gas or electricity because you have to self-isolate at home, support will be available through your energy supplier.  Your supplier must take into account how much you can afford, and will explain options. No credit meters will be disconnected during the outbreak.

Customers with prepayment meters who are self-isolating or unable to leave their home to top up their meter should contact their supplier immediately to discuss options.  These may include:

• sending someone to top up your prepayment card or token/key

• having funds added to your meter credit

• having a preloaded gas or electricity card sent to you in the post

The following numbers can be used to call your energy supplier:

BRITISH GAS 0333 202 9802

EDF 0333 200 5100

EON 0345 052 0000

NPOWER 0800 073 3000

SCOTTISH POWER 0800 027 0072

SSE 0345 026 2658

UTILITA online

UTILIA for top ups please call 0345 2068 333 (please use your 19 digit top up card number)

Safety – Scottish Fire and Rescue Service 

With us all spending more time at home due to COVID-19, there can be an increased risk of fire. SFRS have issued advice on staying safe within your home. This includes kitchen and electrical safety, escape plans and night time routines. 

For the latest COVID-19 news from SFRS please visit their website.

Please note that during COVID-19 SFRS have suspended their home fire safety visits.

Checking in with tenants 

We are also contacting many of our tenants, particularly elderly and vulnerable.  The response from tenants so far has been excellent with everyone appreciative of the Co-operative contacting them.  We have offered assistance and advice and it has been reassuring to hear how family, friends and neighbours have been looking out for each other.   We will continue to make contact to check in with some tenants.  We are signposting and referring tenants to other services where necessary.

This will enable those who are self-isolating to live a healthy and independent life while remaining at home.

Are you needing support while shielding, self-isolating or during lock down?

Within our community many local groups are providing support and help to those in need, everything from shopping to befriending.  If you are needing support please contact

Wishaw area – Getting Better Together 01501 825 800 (press option for office and phone will get diverted to staff who are homeworking)

Motherwell area – Health and Wellness Hub – 01698 262437 or 01698 303199

Telephone befriending service 

Our Community Centre plays an important part in people’s everyday life, the many wonderful activities and support services that take place there help greatly to combat loneliness and isolation.  With the centres currently closed and many of us in lockdown, we are now setting up a telephone befriending service.

If you would like to receive a phone call or know someone who would then please message via this page, or telephone 01698 263311 or email richard@forgewoodcoop.org.uk

We are also looking to recruit a few volunteers to help us with these calls, if you wish to volunteer please contact Richard Bolton, Community Development Officer, message via this page, or telephone 01698 263311 or email richard@forgewoodcoop.org.uk  for more details