Covid-19 – July 2020 update

As the Government lockdown is being eased ThamesWey is moving to a business as usual approach. While our priority remains the safety and wellbeing of our customers and staff we are aiming to return to normal service in as many aspects as we can while maintaining compliance with the latest guidance on the Coronavirus pandemic.

It is recognised that as the UK response to the pandemic develops and guidance changes we will have to continue to review our offer and the way we work and may need to do so rapidly given the quickly changing circumstances.

For the latest guidance please follow this link: https://www.gov.uk/coronavirus

Contacting us

Customers should continue to only contact us online, email or by telephone.

Any residents who need to contact us should log on to the Housing Portal https://www.thamesweygroup.co.uk/customer-portal-2/ , call 0345 600 5515 or email Housing@Thamesweygroup.co.uk.

Any energy customers who need to contact us should log on to the Energy Portal (if your account has been enabled) https://www.thamesweygroup.co.uk/energy-portal/, email us at customers@thamesweyenergy.co.uk  or call 01483 749040.

Our Reactive and Planned Maintenance Services

Although our capacity is not yet up to full strength, we are now carrying out normal reactive repair and maintenance visits and have also commenced programmed work such as gas certification. Due to capacity and the availability of materials it may take us a bit longer than previously to carry out the work but please be patient.

If you are contacting us to request that we visit your property, please let us know if anyone in your household is currently unwell due to Covid-19, or self-isolating due vulnerabilities like being pregnant or having underlying health issues. Our staff have PPE available but each activity or visit will be assessed on its own merit and we may, due to the prevailing guidance or to protect the safety of our staff, choose not to carry out certain visits or activities. If this is the case, we will let you know.

Rent, Service Charges and Energy Bills

It is important that customers continue to pay ThamesWey their rent, service charges and Energy Bills when they are due.

We do understand that many of you will have financial challenges during the Pandemic. For example, you may have had to close your business or have lost some or all of your income while you self-isolate. If this is the case, please contact ThamesWey before you change any payments. Our teams are available on the phone or by e-mail if you think you are going to struggle to make payments and will work with you to come to an arrangement. Please do not just ignore the situation as when the Pandemic passes, and it will, the debt position will remain, and we need to ensure it is managed.

There is a range of support available to support you, including delayed payment plans and support accessing the government help. This applies to all customers.

Suppliers of Goods and Services

Suppliers should contact the finance team via telephone or email. The details are below.

Email: Accounts@thamesweygroup.co.uk or call on 01483 749040

The accounts team will continue to pay suppliers on time and to contractual terms where-ever possible. However, paper invoices sent to the office may remain unpaid, therefore please send outstanding invoices to the email address above. All customers are being contacted to convert hard copy invoices to email versions to ensure invoices are paid on time.