Office Arrangements from 6 September 2021

We thank you for your patience over the past 18 months and recognise how flexible and accommodating everyone has been.  We appreciate your ongoing understanding as we try to keep our staff and customers as safe as possible.

In line with Scottish Government guidance, we are now able to operate a phased return of staff to the office.  For the short term this will mean that there are fewer staff physically in the office than pre Covid 19 times.

From Monday 6 September, we will operate a phased re-opening of the office to our customers and visitors.  The office will be open on an appointment basis only. To keep everyone safe, anyone who wishes to book an appointment, must first contact us by phone 0141 357 3773 or email info@partickha.org.uk to arrange a suitable time.  At this time our main reception will stay closed and we are unable to accommodate drop-in appointments until further notice.  

To keep you and our staff safe, our aim is to continue to undertake the majority of interactions via phone or email communication, tenants can also request a home visit from one of our staff.  Please contact us by phone 0141 357 3773 or email info@partickha.org.uk

If you have an allocated appointment, we ask that:

  • only one person visits us – if you require support from another individual (family member or friend) we can increase this to a maximum of two people
  • arrive at your appointment time (there is no waiting areas inside the building)
  • please ring the bell at the main reception door to let us know you have arrived. 
  • When you do come into the building, you must be wearing a face mask (unless exempt) and sanitise your hands. 

We will keep this arrangement under review and let you know when we are ready to move to the next phase of re-opening.

We are all looking forward to getting back out and visiting people in our communities, but ask that you continue to keep safe during visits.

You can help us by continuing to pay your rent via direct debit, bank transfer, at a PayPoint or Post Office or by using the Allpay App or Website.  We do not take cash at the office.  If you need more information, please get in touch.

Update: 21 April 2021 – Repairs Service

We’re pleased to be able to resume our repairs service from Monday 26 April.

If you have already reported a repair during the lockdown period, you do not have to report this again, our maintenance team will be in touch with you over the next few weeks to arrange an appointment.  We expect our phone lines to be busy over the next few weeks so please be patient with us.

For the time being, most of our staff are still working at home and our office remains closed to visitors. We will update you as soon as we are able to return to the office.

Update: 19 February 2021 – Emergency Repairs Only

We are continuing to follow government advice and attending to emergency repairs only.  Recently we have received a high volume of calls for routine or non-emergency repairs and we cannot attend to these at this time.  Please only phone our maintenance team if you have an emergency.  The team are operating under these instructions so please be patient and understanding. 

If you have outstanding routine repairs these have been added to a waiting list and will be actioned when it is safe to do so.  Our team will contact you to let you once we resume this service to give you an indication of when your repair will be attended to.  Please check back here for updates.  Thank you for your cooperation.

Coronavirus – Impact on our Service

23 December 2020

PWL customers please click here for our most recent update regarding Bulk Uplift

28 August 2020

Communal Cleaning Services – communal cleaning services (close cleaning and close window cleaning) has fully resumed as of 1 July 2020.

Backcourt Maintenance Services – backcourt maintenance services (bin pull-out, garden maintenance, bin store sweep/tidy and power washing) has fully resumed as of 1 July 2020.

Bulk Uplift Services – Glasgow City Council (GCC) suspended this service on 19 March 2020. The service continues to be suspended until further notice. We would encourage all residents to avoid carrying out ‘house clearances’ at this time, however, if doing so bulk items must be taken to a Household Waste Recycling Centre.

Pest Control Services – we are aware that GCC Pest Control Services are currently under pressure to deal with vermin issues across the whole city. If you experience any issues regarding vermin in or around your home, please contact GCC Pest Control Services in the first instance on 0141 287 1059, who will send an operative to investigate and tackle this problem. If you believe there is vermin within the common parts of your property, please contact our Repairs Team on 0141 357 3773, Option 1, who will in turn investigate and block any vermin entrance holes to the common parts of your building if required.

16 June 2020

PWL customers please click here for our most recent update about backcourt maintenance.

28 May 2020

We are continuing to monitor the Scottish Government and public health official’s guidance on Coronavirus restrictions. https://www.gov.scot/coronavirus-covid-19/

For now, we are continuing to work from home however we are making some plans behind the scenes for when we can safely return to work.  We are also in contact with our contractors about when we can resume other services.  We will update our website and keep you informed about any changes.

Thank you for your patience and understanding so far while we are all dealing with this unprecedented crisis.

PHA customers please click here for our most recent update about common cleaning.

PWL customers please click here for our most recent update about communal close and window cleaning.

24 March 2020

Following Government advice, PHA has closed our office and our staff are working from home.
 
What does this mean for you?

  • Our staff will be still be available by phone and/or email. If you have any concerns please call;
  • We will carry out emergency repairs only; and
  • No face to face meetings will be held between PHA staff and others for the next three weeks. However, we will still be available by phone.  Your housing officer can talk you through these options.

We hope this doesn’t cause inconvenience, but trust that in these extraordinary times you understand that we are following the instructions of the Government. 

Please find below an update on each of our service areas.

Repairs and Maintenance Team

Our repairs team are working from home during the current crisis, we will try our very best to continue to provide help and advice to our customers. We’re here to support you through these difficult times, however we will be providing a reduced repairs service.

  • Staff will still be available to speak to all our customers during normal working hours should you have any concerns or require help and advice please call the Freephone number – 0300 303 1703 
  • We will provide emergency repairs to all of our customers however routine and planned maintenance works will cease until further notice
  • City Building will continue to provide gas central heating breakdown cover, and they will also continue with gas servicing to ensure safety for all of our customers, please allow them access to carry out this vital service the number to call for gas servicing or breakdown is – 0800 595 595

We aim to minimise the impact this will have on customers, and we will do our best to support you for the duration of this emergency.

Housing Team

Our housing team are now working from home but will continue to provide help and advice to our tenants. Our aim is to offer you as much support as we are able to throughout this difficult time. We will continue to offer the following services:

  • Our staff will be available to speak to all our tenants during normal working hours should you have any concerns or require help and advice with any housing matter
  • You can still make rent payments over the phone and online to keep your rent account up to date
  • Our Money Advice Officer and Housing Officers will be available to offer tenants financial and benefit advice throughout this period – if you have any concerns please do not hesitate to contact your Housing Officer
  • We will not be progressing any offers of tenancy at this time, this includes recent tenancy offers, transfers, mutual exchanges, sublet requests and assignations. If you have recently received an offer of housing, we will be in contact with you to discuss this
  • We will only provide emergency common repairs to our buildings at this time – no reactive common repairs will be carried out until further notice
  • Close and window cleaning services will stop from 24 March 2020 until further notice
  • Back court maintenance services will stop from 24 March 2020, however, the bin pull out service will remain in place until further notice
  • Glasgow City Council have withdrawn their food recycling waste service until further notice, therefore, you can no longer recycle any food waste in to the grey food waste bins in the backcourt.  Please note grey food waste bins will not be emptied and all customers are asked to dispose of their food waste in to the green bins until further notice.  Please contact Glasgow City Council direct on 0141 287 2000 regarding any issues you have with food waste.
  • Glasgow City Council have suspended their bulk waste service from 19 March 2020 until further notice and therefore no items of bulk will be removed from the backcourts.  We would request that you do not leave any items of bulk in the backcourts as this could cause a fire hazard.  Please also note all household waste recycling centres are also closed until further notice.
  • Housing officer areas covered and contact details can be found here

We aim to minimise the impact this will have on customers, however we thank you in advance for your patience and understanding during this time.

Ways to pay your rent

  • You can make a payment by telephoning on 0141 357 3773, selection Option 2
  • To set up a direct debit you can contact your Housing Officer their contact details are found below
  • You can pay online by visiting partickha.org.uk and click “make a payment

Factoring Team

The factoring team provide services to factored home owners and commercial owners, PWL commercial tenants and mid-market rent tenants.

Our factoring team are now working from home and we will try our very best to continue to provide help and advice to our customers. We’re here to support you through these difficult times, however we will be offering a reduced factoring service.

  • Staff will be available to speak to all our customers during normal working hours should you have any concerns or require help and advice
  • We will continue to deal with any insurance enquiries and sale enquiries
  • You can still make a payment over the phone and online to keep your account up to date
  • We will provide emergency repairs to our mid-market tenants
  • We will only provide emergency common repairs for factored owners and commercial owners at this time – no reactive common repairs will be carried out until further notice
  • Close and window cleaning services will stop from 24 March 2020 until further notice
  • Glasgow City Council have withdrawn their food recycling waste service until further notice, therefore, you can no longer recycle any food waste in to the grey food waste bins in the backcourt.  Please note grey food waste bins will not be emptied and all customers are asked to dispose of their food waste in to the green bins until further notice.  Please contact Glasgow City Council direct on 0141 287 2000 regarding any issues you have with food waste.
  • Glasgow City Council have suspended their bulk waste service from 19 March 2020 until further notice and therefore no items of bulk will be removed from the backcourts.  We would request that you do not leave any items of bulk in the backcourts as this could cause a fire hazard.  Please also note all household waste recycling centres are also closed until further notice.
  • Backcourt maintenance services will stop from 24 March 2020, however, the bin pull out service will remain in place until further notice

We aim to minimise the impact this will have on customers, however we thank you in advance for your patience and understanding during this time.

Development Team

The Development team manage our new build development programme as well as a number of major repairs projects.

Service info from Tuesday 24 March 2020

  • In line with Government guidelines all of our construction sites have been closed until further notice. We have security measures in place on all sites however if you see any suspicious activity please do not hesitate to contact us using the details below
  • We will continue to work on all pipeline projects to ensure our future development programme is not affected by the current closures
  • We will continue to liaise with home owners regarding major repairs projects, although any construction work and/ or survey work will be postponed until further notice

If you wish to contact the development team please use the contact details below –

Telephone : 0141 330 1481 or 0141 330 1495

Email : developmentteam@partickha.org.uk

Community Development team

The Community Development team work with local groups, organisations, schools and tenants to assist with various projects that help make our community a better place to live and work.

Service info from Tuesday 24 March 2020

  • In line with Government guidelines all gatherings of more than two people will have to be postponed/ cancelled with immediate effect. This includes all groups which we currently facilitate, including our Customer Advisory Panel.
  • Our community team will continue to liaise with the local organisations and community groups to provide support and assistance during these unprecedented times

If you wish to contact our community development team please use the contact details below –

Telephone : 0141 330 1494

Email : developmentteam@partickha.org.uk

The Finance Team

We will still be able to process supplier invoices but as we are uncertain about the postal service, to be sure of prompt payment suppliers should send their invoices by email to accounts@partickha.org.uk. We will endeavour to get these authorised by the appropriate staff and paid promptly.

We will continue to post customer payment receipts to their accounts but these may take longer to process as we will be working remotely.

Customers can continue to pay their rent by the usual methods. Any queries should be directed to their Housing Officer.

By department/person: see staff contact details below

Stay safe and thank you for your patience.

Please see the links below for an update on our service to:

PHA Tenants
PWL Factored Homeowners
PWL Mid-Market Customers
PWL Commercial Customers