Here for you in difficult times

Please remember we are here to support you and your family during these extraordinary times.

Woman on phone talks to customer

With Government lockdown restrictions easing, we are now starting to resume many of our services.

Our priority, as always, is to keep customers and our staff safe.

Please remember we’re always here for you 24/7 and will do everything we can to support you and your family through the challenges you’re facing as a result of the pandemic.

Thanks again for your patience and understanding as we work together to combat Covid-19. Please continue to check our website regularly for the latest information on our services and get in touch if you have any questions.

Here we explain how our services are currently affected.

Office and staff

Our office is still closed and our staff are working from home in line with government guidance.

We are still here for you 24 hours a day, seven days a week, over the phone and online.

Repairs

We can now return to a full repairs service from Monday 26 April.

Our number one priority has been to keep customers and staff safe during the COVID-19 pandemic – while still providing as wide a range of services as we can.

During this time, we’ve carried out – safely and within guidelines – over 150,000 essential repairs in homes across Wheatley’s communities.

We know how important the repairs service is for our customers and we’ll now be able to carry out non-essential repairs in customer’s homes and common areas.

If you have already contacted us during lockdown to report a non-essential repair, don’t worry, we’ll contact you to arrange a date for the work to be done in the coming weeks.

There may still be a limited number of repairs we can’t do, where it’s difficult for our tradespeople to socially distance in confined spaces. Thanks for your understanding on this.

Please be assured staff follow strictly all health-and-safety guidelines, including wearing Personal Protective Equipment – as and when appropriate – while carrying out repairs.

If you need to report a repair, call us on 0800 561 6666.

Keeping you safe

If you are a Lowther tenant you will know the annual gas safety check in your home is not only essential but a legal requirement. We are also carrying out a programme of electrical safety checks in your home, also legally required.

Please do all you can to ensure your check goes ahead – when it’s arranged – at the time we’ve agreed with you.

Environmental services

The new variant of Covid means there is a greater risk to staff working in narrow closes and stairwells, where it is more difficult to socially distance. As a result we’re having to pause our close cleaning services for safety reasons.

A mobile team will respond to urgent issues you might have. Call us on 0800 561 6666.

Staff at our multi-storey flats will continue to clean lifts and communal areas as before, as well as carry out fire safety checks.  They will again follow all health and safety guidelines as they carry out their duties.

Here to help

If you need help, TALK TO US.

Despite the restrictions in place, we are doing all we can to support our customers during this difficult time.

If you’re finding it difficult to pay your factoring bills or rent, or need support on Universal Credit, we can help.

EatWell has provided over 28,000 emergency food packages to people in need in Wheatley communities since the start of the pandemic. If you are struggling to put food on the table, please get in touch with us.

If you are a Lowther tenant you can also access our money and fuel advice service if you need help or if your circumstances are changing and you want to find out what help is available to you.

Remember, we are always here for you. If you need help, please get in touch.

Scottish Government’s Tenant Hardship Loan Fund

The Scottish Government has asked us to make tenants aware of a new scheme they launched in December to help those impacted by the pandemic.

The Tenant Hardship Loan Fund offers interest-free loans to tenants who are struggling with rent arrears. It is designed to help people who have had their finances or employment impacted by the pandemic and do not have other means of housing support. For more information click on Tenant Hardship Loan Fund.

Online account

Now is the time, if you haven’t done so already, to open a My Lowther online account.

You can pay your rent or factoring bills using an online account. It's quick and easy to use - and is available 24/7.

Another option is to set up a Direct Debit. You can set up a Direct Debit using your My Lowther account. Your payment will come out of your bank account on a date and at a frequency that suits you;

    Talk to us

    If you’re finding it difficult to pay your rent or factoring bills, or need support accessing benefits or government support, there are many ways we can help.

    Our message is simple: we’re here for you, if you need us.

    Our staff are still working round the clock to provide services to you but please be patient if we are not able to respond to you within our normal timescales. We will get back to you as soon as we can.

    Advice for people living in the private rented sector is available on the Scottish Government website at Coronavirus (COVID-19): advice for private tenants.

    Monday, April 26, 2021