Customer contact centre
Our customer contact centre is now closed for walk-in (face-to-face) visits and the Civic Centre reception is closed. You can still email us at email@example.com or call us on 01757 705101.
Our Housing Options surgeries are no longer taking place. These will be replaced by specific appointments for priority customers. Where possible customer enquiries will be by phone but for homeless customers some face to face meetings may still be required.
For further information, or if you need help because you might become homeless, contact us on 01757 705101 and ask to speak to a housing options advisor.
If you are made homeless outside of office hours or at the weekend, we do have an emergency service offering limited advice and assistance. This can be reached on 01653 600941.
Housing Tenant Services
We are now operating a limited housing management service as a result of the current national lockdown including Anti-Social Behaviour investigations, viewings/sign ups, estate inspections and introductory tenancy visits.
In the event that we do visit your home, we have robust risk assessments in place to ensure residents and staff are kept as safe as possible when carrying out this work.
We will try, where possible, to conduct interviews and conversations over the phone, email, text or letter rather then visiting you in your home.
External and internal visits will only take place where no other options are available and with the agreement of the management team. In these situations we will ensure Officers wear appropriate PPE, including face masks, and pay strict adherence to social distancing and hygiene measures. We will also request that you do the same.
Elderly and vulnerable tenants
We are currently in the process of making welfare calls to all our elderly and vulnerable tenants.
This is just a quick check to ensure you are okay and to provide a signposting service to any support that may be available for you. We will always introduce ourselves and will not ask you for any personal or financial information.
During the coronavirus pandemic, our Trades team are currently continuing to prioritise emergency repairs and are working through the non-emergency repairs that were reported to us in lockdown – these will be completed as soon as possible. Similarly our contractors are currently continuing to carry out essential gas and electrical inspection and servicing. These teams will check with tenants to make sure they are not isolating or have symptoms of Covid-19.
This means that when you call us to report a repair we will assess whether it is essential for someone to attend.
Please be honest in your response to enquiries made by our staff and contractors. It will help us to protect all our tenants, staff and contractors in the manner that Government has requested. This measure has been put in place for the health & safety of our tenants, staff and contractors and follows the current Government guidance to reduce social contact as much as possible.
Emergency repairs are classed as those where there is a risk to health and safety or where we need to take quick action to prevent damage to your home or neighbouring property. Some examples are:
- Loss of toilet facility where there are no other facilities at the property
- Personal security – door locks, access control systems - where these present a risk to security and there is no other means of access
- Fire alarm faults
- Immediate structural issues and risk of collapse
- Burst water or heating pipe, where this cannot be contained in any way or the heating pipe leak is stopping the boiler from working
- Gas leaks or escapes
- No heating or hot water or washing facilities
- No electricity or unsafe electrical fitting
Housing & Garage Rents
If you are worried about making your rent payments due to loss of earnings because of self-isolation or illness please contact the Housing Rents Team by emailing firstname.lastname@example.org or calling us on 01757 705101. We are supporting tenants with advice and assistance to access any benefits they may be entitled to enabling them to pay their rent as much as possible
If you are affected by coronavirus, there is a wide range of support and information available about the changes the government has brought in to support people who are already claiming benefits, need to claim benefits, or are at risk of losing their job as a result of coronavirus.
As more and more of us are spending extended time at home during the pandemic we may be more aware of noise from our neighbours. We would kindly request that you demonstrate patience and understanding in this difficult time before you decide to log a formal complaint.
We will continue to investigate complaints and take housing enforcement action where necessary in line with the Government legislation for Covid-19.
The Lifeline team have suspended home visits but will contact customers by telephone and also offer help with shopping and prescriptions (charged at normal rate). We continue to respond to emergencies reported through the pendant alarm and the Ryecare out of hours service will prioritise essential calls.
Frequently Asked Questions
Q. Can I still look at doing a Mutual Exchange?
A. Due to the current guidance on Covid-19 we are unable to carry out mutual exchanges at this time, however during this period you can use home swapper to identify potential swaps for the future. You could also use this time to update your advert, add photos of your property and make sure all your preferences are up to date. If you find a swap, you should not travel to view the properties until the current guidance in relation to essential travel and social distancing are lifted. You could however research the local area online.
Q. I reported repairs before the lock down which are on 25 day orders – will you still be coming?
A. If you already have a non-urgent repair booked with us, we have cancelled all scheduled appointments and you will need to contact us again to request the work once we are operating as normal. As part of our response to the coronavirus outbreak, Selby District Council has made the decision to carry out only emergency repairs to tenants' homes until further notice.
Q. My neighbour is making a lot of noise. What is classed as noise nuisance?
A. As more and more of us are spending extended time at home during the pandemic we may be more aware of noise from our neighbours who are also home for longer periods and at different times.
Whilst the council can act against those who repeatedly make unreasonable noise that impacts on their neighbour’s enjoyment of their homes, there are some day to day noises that are heard due to people living in close proximity to one another. Examples would include footsteps and noise from washing machines and vacuum cleaners and children playing. In these instances, it may require more understanding and patience rather than formal action or intervention by the council. Likewise, you should also consider how activities may impact on those around you.
The dedicated Coronavirus section on our website is regularly updated and will be kept up to date with changes to services, latest news and developments.