Sue Irving

After implementing a Business Continuity Plan two weeks ago and moving the workforce to home working, an immediate action was taken to identify those who may need more support.

Sue Irving, director of housing services, said: “We were able to identify everyone who might need assistance by cross-checking our digital database with our teams’ extensive knowledge of our customers.

“We made over 500 individual calls in just a few days to reach everyone. As a result, we’ve been able to identify anyone who might benefit from an extra check in, even something as simple as a regular phone call from one of our team to help with feelings of loneliness and isolation as the weeks progress.

“For others, we can help to signpost and make sure people have what they really need. We’re working closely with third sector organisations to ensure our customers are not left without essential items or services.

“We’re here to help communities and this is something we naturally want to do for our customers.”

Anyone who hasn’t had a call but would like to hear from Loreburn is encouraged to get in touch.

More widely, the COVID-19 situation is presenting challenges to other services, including repairs and maintenance of homes.

Sue Irving added: “Service delivery in some areas is understandably challenging. We’re still carrying out emergency repairs, servicing gas boilers and other safety-critical work. If anyone cannot allow access because they’re self-isolating we’re asking that they let us know so we can make another appointment when it is safe to do so.

“We’re writing to everyone as soon as we have information to share. Our customers have been very understanding of the difficulties we’re facing but naturally want to be reassured that we’re doing all we can to deal with any issues and to resume services as quickly as possible.”

Loreburn can be contacted on 01387 321300 for general enquiries and 01387 321400 for repairs reporting. Regular updates are being provided at loreburn.org.uk and via social media channels including Facebook, Twitter and Instagram.  

• Read all of our articles relating to COVID-19 here.