News > COVID-19 FAQ's
Coronavirus (COVID-19) FAQ's
The health and wellbeing of our customers and staff is paramount.
Despite the easing of restrictions, we're still taking all necessary steps to minimise the risk to customers and staff. We'll keep you updated via our website and social media about changes to our day-to-day service.
We know that some of our customers may have experienced loss of income due to the virus and its impact on businesses. If you are concerned about this please get in touch with your Income Officer directly or call us on on 01387 321 300.
For more information about Coronavirus and how you can protect yourself, please visit NHS Inform.
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Help & advice
If you find yourself in financial difficulties or struggling with the cost of living, please don't delay getting in touch.
Contact us
Got a question? Want to let us know how we're doin? Find out how to get in touch via the 'Contact us' page.
FAQs: Communication
- General Enquiries & Out of Hours Emergencies: 01387 321300
- Repairs Line: 01387 321400 (8am to 5pm, Monday to Friday)
- Report a repair using our online form
- Email: customerservice@loreburn.org.uk
- Follow us on Facebook
- Follow us on Twitter
- Follow us on Instagram
Yes, please let us know if you have had recent contact with one or more of our staff, or if you are reporting a repair or arranging an appointment with a Neighbourhood Officer.
FAQs: Household Income & Support
Here are the range of options for you to continue to make rent payments:
- BACs transfer – you can make direct payments online via your online banking account. Please contact your Income Officer who will supply you with Loreburn’s account details and the reference code you should add to the payment.
- By phone with your debit card – please call us.
- Online using your Allpay card – or by using the Allpay App on your mobile phone. If you do not currently have an Allpay Card but would like to request one, please contact us.
- Set up a Direct Debit – please contact us if you need help or complete the direct debit mandate and return it to us via email - customerservice@loreburn.org.uk
- Set up a Standing Order with your bank – please contact us for your reference code.
- Contact your Income Officer as soon as possible, we are here to help.
- We can assist with new UC and benefit claims -please get in touch.
- Use the online benefit calculator to see if you're receiving the correct benefits (or to find out which to claim).
We are not currently dropping off food parcels. However, there are other ways we can support you and your family, please contact your Income Officer as soon as possible to obtain advice should you require a food parcel or other assistance.
Please contact your Income Officer for assistance, and note that local Jobcentres are also offering support over the phone and their contact numbers are below:
- Dumfries Jobcentre 01387 223 265
- Annan Jobcentre 01461 633 000
- Stranraer Jobcentre 01776 802 775
Income Officers will continue to give support and guidance - just get in touch directly or alternatively contact our main number on 01387 321 300 and we'll put you in touch with your Income Officer.
FAQs: Repairs & Planned Maintenance
Yes, if you have a new repair or want to enquire about progress with an outstanding repair, please contact our Repairs Team.
- Call them directly on 01387 321400
- Email us with any non-emergency repairs or queries via repairs@loreburn.org.uk
- Fill in our online repairs form
We will continue to carry out the necessary safeguards whilst undertaking work in your home.
Yes, these are still going ahead as planned but please let us know immediately if you’re self-isolating or have been diagnosed with Covid-19. If you tell us you’re self-isolating or have been diagnosed, we’ll ask you to either go into another room or step outside the property. Please don’t be alarmed or offended by these measures as we’re committed to keeping you and our colleagues as safe as possible.
If you do have an appointment, please make every effort to be at home to allow our team to work as effectively as possible.
Yes, our investment programme has resumed. If you have been told you're getting a replacement kitchen/bathroom/heating system we'll be in touch to arrange an appointment.
Yes, these works are now taking place.
Yes, any regular grounds maintenance is also underway.
Please contact us if you need any more information.
FAQs: Tenancy Management
Yes, where necessary we will arrange a face to face visit and there are other convenient ways for you to liaise with your Neighbourhood Officer including video call appointments via the Near Me platform. If we do need to visit or meet you face to face we'll follow all current guidance and will let you know when the appointment is arranged.
If staff need to visit they will observe social distancing and wear PPE. You can still contact your Neighbourhood and Income Officers directly on their mobile numbers if you have any queries or urgent issues. You can also use the Near Me video calling platform - please ask your Neighbourhood Officer about this if it's a good way to liaise with you.
Yes, Neighbourhood Officers are carrying out monthly Estate Management Checks and these can now resume with customers.
You can speak directly with Neighbourhood Officers when out in their communities and you can of course contact them by phone, text or email.
FAQs: Precautionary Measures
- All staff have up to date information about the importance of following the Scottish Government hygiene guidance to help against the spread of the virus.
- Any staff member entering your home will be wearing Personal Protective Equipment.
- Before any visits we will advise you of the steps you should also take
- We are continuously reviewing our services and ways of working in line with Scottish Government guidelines to ensure we are keeping our staff, customers and communities safe.