Here is the latest information about the status of our services – keep an eye on our social media channels for any changes following the latest COVID19 guidelines in Wales that could affect you and where you live.
Updated 14:00, 12 March 2021
Following the Welsh Government’s announcement on 12 March 2021 we have reviewed our services. This will be reviewed every three weeks at the moment. There will be changes to some of our services. Have a look below to see which services will be affected.
We apologise for any inconvenience this may cause, but we must stick to the rules to keep everyone safe.
We realise that these are concerning times for us all due to the Coronavirus outbreak. Please be assured that we are here to help and support you through this.
We want to make sure that we do everything possible to protect the health and safety of our residents and staff – whilst at the same time keep essential services going. This page will be updated regularly to ensure that we provide you with the latest information on our Services, and the support available within our communities.
You can visit Welsh Government website to ensure that you are aware of the changes, and how to keep yourself, your family and the community you live in, safe.
Changes to our services
Our Repairs Team will be completing emergency repairs and external repairs only due to the Lockdown. This work includes:
- repairs or inspections inside your home that are a direct risk to the safety of your home and those who live there
- cyclical heating service
- garage repairs
- external repairs
- heating servicing and safety checks – Gas, oil and solid fuel
- electrical Safety checks
- smoke detector safety checks
- fire safety risk assessments within our blocks
- fire safety servicing within blocks , things like, fire alarm and emergency light testing
- lifting equipment safety checks and servicing. Includes lifting equipment within properties and within communal area
- asbestos surveys if required for emergency works to continue
- water testing and temperature checks within blocks
We are taking new bookings for work that falls within the above categories.
We can’t take any bookings for any work that falls outside of these categories. Get in touch with us for more information or to book your repair work with us.
From 22 March we will be booking appointments for repairs that have previously been logged with us. If you’ve already logged a repair with us, there is no need for you to contact us, we will contact you shortly to book this in.
Thank you for your patience, we fully understand and appreciate that it’s a difficult and challenging time for everyone, your health and safety is still our main priority.
We will also continue to undertake any servicing and maintenance that we are required to by law, for example the yearly service and checks to your heating system. If we need to visit your property we will telephone you in advance to discuss how this can be done safely.
When you contact us, our staff will ask questions to identify whether anybody at the property is self-isolating, or “Shielding” due to Coronavirus We will do our best to explain what will happen with your request and the next steps.
During any visit all occupants will be required to comply with social distancing measures to protect both themselves, and our employees.
During the Lockdown, our offices will be closed to staff. Our office staff will continue to work from home, to keep everyone as safe as possible.
Work such as Letting and New Developments will carry on as usual, with office staff working from home and viewings being held virtually where ever possible.
Supporting our tenants
We are making sure we continue to offer support in as many ways as possible. Our staff will continue to work from home and you will be able to stay in contact over the phone or by e-mail or online.
If a member of the Neighbourhood Services team visited your home on a weekly basis before the current circumstances due to Coronavirus, from 21 December, they will be available for an appointment over the phone.
We’ll only enter your home if:
- we are concerned about your welfare
- we have a health and safety concern
Please make sure that you follow Welsh Government guidelines on social distancing.
If you are self-isolating and need help with tasks such as shopping and prescription collection, get in touch and we can help match you with local support services in your area.
Communal areas and facilities within our Supported Housing will be closed and we ask our customers not to meet others there for their own safety. Our Wardens will continue to monitor communal areas inside and outside our blocks of flats.
If you are worried about paying your rent, we are here for you.
The more we know about your circumstances the better we can deal with your situation.
Get in touch to speak to one of our officers who can give you help and information.
If you’re struggling with money because of coronavirus, get help straight away.
Speak to your lender.
You can find your lender’s contact details on the letters they send you or on their website.
If you call your lender you may have to wait longer than usual to speak to someone. Don’t be put off. Many others are struggling with money and your lender may be getting lots of calls.
Stay on the line or contact them through their website.
Your lender may be able to reduce or waive interest. Or help you reduce your overdraft by moving debt to an alternative credit product , or agree gradual reductions in your overdraft limit and balance.
It is important to have insurance that meets your needs. Your provider can check if your cover is right for you and if your payments can be reduced.
Your credit file
Ask your lender how any help you get will appear on your credit file. Even if the support may affect your file, don’t let this put you off accepting help if you need it.
If you’re unhappy with your lender
We have information on how to complain on our website.
You can also get free, confidential and impartial advice about money:
Money Advice Service:
Phone 0800 138 7777 to speak to a money expert or use typetalk at 18001 0800 915 4622.
StepChange Debt Charity:
Free debt advice throughout the UK, phone 0800 138 1111.
Citizens Advice Wales:
If you live in Wales, call Advicelink on 03444 77 20 20 to speak to someone
about your debts. Calls cost the same as calls to landline numbers.
If you are self-employed or a small business owner, phone 0800 197 6026
Debt advice, including specialist advice for minority communities and people with disabilities. www.adviceuk.org.uk
Christians Against Poverty:
Free debt advice for people of any faith or none. To check if they cover your postcode call 0800 328 0006.
If you live in England, Wales or Scotland phone 0808 808 4000
Help in the Community
Many local communities have set up local arrangements:
- to support the most vulnerable
- to help us keep in touch
- to help supplying food and essentials
- to have someone available at the end of the phone for a friendly chat
Gwynedd Council have put together all the information about the help that’s available in your area.
Many local businesses have also made arrangements to deliver food to your home. All of them are listed on this map
All the food banks below are keeping to current coronavirus safety precautions. Everybody must please keep a distance of 2m from each other at all times.
How to protect yourself and others
There are many thing you can do to stop the spread of this virus:
- stay at home as much as possible
- work from home if you can
- limit contact with other people
- Keep your distance if you go out (2 metres apart where possible)
- Wash your hands regularly
- Do not leave home if you or anyone in your household has symptoms
You can spread the virus even if you don’t have symptoms.
More help and support
Being at home all the time can put relationships under strain.
If you are suffering domestic abuse or sexual violence use the Governments Live Fear Free website for help and support.
Age Cymru is offering a check-in-and-chat telephone service for the over 70s in Wales who live alone. Anyone over 70 in Wales can register free of charge, to receive a regular telephone call.
For more information, please call Age Cymru on 08000 223 444 or visit
Your village’s Buddy Scheme
Gwynedd Council and Mantell Gwynedd have worked together to develop a Guide for Community Groups who have / want to establish groups to support vulnerable residents. For more information please contact Gwynedd Council on 01766 771000.
Income and benefits
If you are able to and want to Mantell Gwynedd are co-ordinating the best people to go to the best places depending on their skills. Contact them if you’d like to help.
The Welsh Government have created a document with information about all the support that is available to you.
If you are contacting us please remember we may not be able to get back to you as quickly as we would like. You can contact us in the usual ways- our telephone number will be under great demand so try one of our other methods if you can.