Updated 19 March 2020

We appreciate what an uncertain and worrying time this is for our customers.

We are continually monitoring Scottish Government advice and as a result we have introduced some changes to our services. This is to ensure we minimise risks to the health and safety of our customers and staff whilst also trying to continue to deliver our services to you.

Your health and wellbeing

Please make sure that you keep up to date with the latest NHS advice about what you should do if you or a member of your household displays any potential symptoms of Coronavirus.

If you or a member of you household should need to self-isolate please contact us immediately so that we can tailor our service to you accordingly.

Any customers who are self-isolating will have a temporary note place on our system linked to their individual tenancy, to make staff and contractors aware that home visits and routine repairs should not continue as normal and that only emergency repairs will be carried out during that time.

We understand this is an anxious time for many of our customers, particularly those who are self-employed or whose job may be affected by measures taken to delay the spread of the virus.

In light of that, we have made a commitment to our tenants that we will not end any tenancies over the next 3 months, in recognition of the challenging situation we all currently face.

If you’re experiencing financial difficulties please contact us and we’ll do our very best to support you. Please don’t delay contacting us if you are in this situation or worried about falling into arrears.

You can:

• Pay your rent online using any of the methods outlined here.
• Email [email protected]
• Call us on 0345 112 6600

Our service to you

Unless you have told us you are self-isolating, at the moment you can expect any appointments to go ahead as planned.

If you need us to visit you at home, please be aware that we will call you beforehand to check your situation and ask you upon arrival whether you, or anyone in your household, has been affected by Coronavirus.

To protect our staff and other customers, unless it is an emergency, we will not visit you in your home during a period of self-isolation. We will however still carry out emergency repairs if safe to do so, and we will ask for your cooperation in taking sensible precautions.

As we will be prioritising emergency situations, there may be a negative impact on the speed of dealing with non-urgent repairs. If this happens, we would appreciate your patience and understanding. We will of course be doing all that we can to maintain our usual service.

Over the coming weeks we expect high call volumes to our Customer Service Centre, so don’t forget you can access many of our services, such as rent account enquiries and paying your rent via our website at rivscot21pro.wpengine.com

Keeping you updated

The situation is changing all the time, so we will continue to provide regular updates.

You can find the latest Scottish Government news and advice about Coronavirus here.

If you have any questions please email [email protected].

Thank you and we wish you all well.

How you can help others in the community

• Think of others, consider your actions and be kind: People in every community will face the challenges of Coronavirus in some way – from needing basic provisions to help whilst they are unwell.
• Connect and reach out to your neighbours: As self-isolation increases, we need to find new ways to stay connected and check in on one another for our physical and mental wellbeing. Share phone numbers and stay in touch.
• Make the most of local online groups: Keep up-to-date, share information and be a positive part of your local community conversations.
• Support vulnerable or isolated people: Different groups in our communities are at increased risk and social isolation and loneliness are key concerns for all ages. There are things you can do like volunteering for local support services or donating to food banks to help.
• Share accurate information and advice: Support anyone who may be anxious about Coronavirus. Signpost them to the correct advice from NHS Inform and encourage people to follow the correct hygiene practices.