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Incommunities steps up measures to support customers and staff

As we get into the third week of UK lockdown in response to the Coronavirus Incommunities has put in place a range of measures to protect its customers and staff.


These include:-

  • buying in over £13,000 worth of food from its catering suppliers and so far distributing over 600 food parcels to older and vulnerable customers.
  • carrying out repairs and adaptations ready to help provide homes to homeless customers and people being released from hospital
  • identifying and supporting key workers to focus on delivering emergency repairs, essential gas servicing, safety work, estate and block cleaning work, staff working with older and vulnerable residents and helping people stuck at home with emergency deliveries
  • keeping in touch with residents in our retirement living schemes who have requested regular contact to ensure they have the specific welfare support they need
  • ensuring communal  stairwells and corridors and lobbies at all our blocks are free of refuse and bulk waste, and paying special attention to clearing up around bins to avoid pest infestation
  • making contact with customers over 70 years of age who are identified as vulnerable to check if they have any welfare needs.
  • following new procedures on home visits and face to face contacts to ensure social distancing and safe and hygienic work practice are strictly met
  • maintaining sufficient PPE equipment levels and supply lines
  • carrying out daily cleaning of our sheltered schemes including all touch points and working with local health and care partners to ensure the safety of all older residents
  • responding to a steep rise in calls to our Customer Service Centre from people needing urgent income and benefits advice – representing a 40% increase in income and benefit related calls
  • continuing to encourage customers to contact us by telephone, email or digitally.
  • working with Bradford Council and other key partners in coordinating support for our communities and working with the new community hubs.
  • continuing to provide intensive housing management services to support our vulnerable customers
  • supporting over 375 office based staff who are now home working.


Last week, our teams delivered more than 200 food parcels to the Salvation Army foodbank in Keighley to boost their low stocks and we are supporting the Council’s drive to deliver supplies to thousands of local households in need.


Geraldine Howley, Incommunities Group Chief Executive said: “These are challenging times and over the last few weeks we have put in place robust measures to protect our customers and staff.


“We identified our priorities to achieve this and staff across the group are pulling together with our partners, including Bradford Council,  to minimise the impact of Coronavirus on our customers and employees and keeping our services running. This includes redeploying some staff and resources in key priority areas of our business and we have had some lovely feedback from customers who recognise the work we are doing in these difficult circumstances.


“I would also urge everyone to continue to follow the NHS and Government advice. We are in this together we all have a part to play in getting through.”

If any customers are facing difficulties in keeping up to their rent or need benefits advice they are urged to contact the Income Team straightaway on 01274 254777. Our team are hear to help.

For more customer information go to our website –