Due to the Coronavirus (Covid-19) the Association is taking the necessary steps and precautions to try minimise the risk to our customers and staff. Our offices remain closed. This is in line with UK and Scottish Government advice on the Covid-19 outbreak.
We aim to provide our customers with the best service possible, but please be aware that there will be some disruption to our services.
UPDATE - August 2021
The removal of most legally imposed restrictions in Scotland that came into effect from 9 August 2021 means that the Scottish Government is confident that the country including businesses can start the process of returning to ‘normality’. The Association plans to take a safety first, risk mitigation based approach to the reopening our offices. The focus of all our staff across the ng group has always been, and continues to be, on ensuring that we provide essential services to our tenants and residents and that these are delivered effectively.
We are now at the stage where we can plan to re-open our offices. The indicative timeline (still to be confirmed) for this is from early October 2021, this date is subject to there being no reimposition of restrictions and the Scottish Government guidelines in place at that time allowing this. Tenant and other customer visits to the office will be planned on an appointment only basis to begin with and our Housing Services staff are currently working on a process to facilitate this. Confirmation of the re-opening date and the processes to be followed will be communicated to tenants and customers in due course.
There has been a considerable amount of work put into developing the ng group’s safe return to the workplace procedures and the prevailing view is that we should take a measured approach and retain the agreed protocols when reopening the offices at least for the short to medium term, this will include following the Scottish Government’s Test and Protect rules for as long as they are in place. We will be constantly reviewing the situation in line with Government guidance and will take the appropriate actions and keep our tenants and other customers up to date with any changes.
Important information for ng homes tenants
If you suspect that you have symptoms of COVID-19 please call us or email us.
It is important that you let us know if you or a member of your household is self-isolating or has been diagnosed with COVID-19.
You should continue to pay your rent as normal. We understand that some tenants may have had their income reduced and if this is the case please contact us as soon as possible.
As our offices are closed due to COVID-19, there are alternative ways to pay your rent:
- Direct Debit – please call us on 0141 560 6000 and we can provide you with a Direct Debit form, simply complete this form and return it to us via email and we will set this up with your bank
- Allpay App - download from the App Store or Google play
- Allpay card – please call 0844 557 8321 (24hrs) or visit Allpay where you can pay online
- Direct Payments – if you are receiving Housing Benefits/Universal Credit, your rent can be paid directly to the Association
Please remember that it is still important to pay your rent. If you are facing any difficulties, please call us on 0141 560 6000 and we will be able to assist you.
If you require benefits advice please call us on 0141 560 6000 and ask to speak to your Housing Officer.
Changes to our repairs service on 10th May 2021
There will be changes to our repairs service from Monday 10th May 2021.
With lockdown restrictions easing, it now means that we can deliver non-essential repairs in our customer’s homes.
We will continue to prioritise emergency repairs whilst also now carrying out non-essential repair work.
If you have any queries about this, please contact us.
If you need to report a repair, please contact us using this form. Alternatively, please call us on 0141 560 6000.
We will be concentrating on emergency moves only in the first instance – e.g homeless lets, applicants fleeing violence, but we will keep the website updated when we start letting fully again.
Applications will continue as normal over the phone and if you wish to complete an application please contact us by phone on 0141 560 6000 or on our website, and we will be in touch.
The government has launched an emergency package with energy suppliers to ensure you don’t face any additional hardships in heating or lighting your home during the coronavirus outbreak.
If you think you cannot afford to pay for extra gas or electricity because you have to self-isolate at home, support will be available through your energy supplier. Your supplier must take into account how much you can afford, and will explain your options. No credit meters will be disconnected during the outbreak.
Customers with prepayment meters who are self-isolating or unable to leave their home to top up their meter should contact their supplier immediately to discuss options. These may include:
• someone being sent to top up your prepayment card or token/key
• having funds added to your meter credit
• having a preloaded gas or electricity card sent to you in the post
The following numbers can be used to call your energy supplier:
BRITISH GAS 0333 202 9802
EDF 0333 200 5100
EON 0345 052 0000
NPOWER 0800 073 3000
SCOTTISH POWER 0800 027 0072
SSE 0345 026 2658
UTILIA for top ups please call 0345 2068 333 (please use your 19 digit topup card number)
ng2 services will currently focus on:
- Close cleaning (sweeping and mopping with disinfectant)
- Back court tidying
- Bin set tidy up
- Hedge trimming
- Weed killing
- Open space grass cutting
- Disinfecting front and back door handles, door entry systems and handrails in communal areas
We are continuing to carry out our tenant’s annual gas servicing. We understand that these are unprecedented times however we have a legal obligation to ensure that all residents are safe by carrying out annual gas servicing to boilers when they are due.
Our engineers are fully equipped with the correct PPE and have been trained on safe working practices, including adhering to social distancing rules, during the pandemic.
Should you receive a notification that your gas service is due and you have concerns about granting access to your property or anything else regarding your gas service, please do not hesitate to contact us. A friendly member of our team will be happy to discuss any concerns you may have, please call or email us:
Telephone: 0141 560 6000
For more information on gas and electricity, emergency help with food and heating costs, and advice on paying your rent, please visit our Frequently Asked Questions page.
For information about support and advice, please visit our Help at Hand page where we have listed information relating to Universal Credit, GEMAP, Scotcash, mental health support, support with pre payment meters, and notifications from Police Scotland and Scottish Fire and Rescue Service.
Alternative formats for NHS Coronavirus information
This page is also available in Mandarin - please view this document.
NHS Inform have a translated document outlining information about COVID-19, where to get help and how to request an interpreter. Please view this document.
While we are monitoring the advice and guidance from the UK Government, Scottish Government and NHS, this is changing on a daily basis and we recommend that you keep yourself informed by visiting their websites regularly for the most up to date information.
Our Help at Hand page has lots of information and links to other organisations.
We are also on Twitter sharing lots of helpful links and advice.