A message from Alan Brunt, our chief executive on Tuesday 17 March.
Given the unprecedented coronavirus situation I wanted to let you know what we are doing to keep you, our customers, and our colleagues safe. The health and wellbeing of you all is our priority.
We are updating our services as the government makes new announcements to make sure we’re doing the right things.
Yesterday’s update from the Prime Minister (You can read the full BBC story here) quickly led to us making some decisions last night that will affect the level of service we can provide.
We are committed to following the guidance from the Government. Our priorities will be:
We are making sure we continue to offer support in as many different ways as possible- as we see some face-to-face support reduce. Many of our staff will be working from home and they will be able to contact you by telephone or online.
If you have any worries about paying your rent or other support needs please get in touch with us and we will offer a reassuring voice.
For the time being we will be moving to only doing essential jobs, compliance and emergency call outs. Our managers in these areas are finalising what this will look like for our service to you.
When you contact us, our expert staff will do their best to explain what will happen with your request and the next steps. This may change if government advice change and we have to change what we are able to do.
Please be reassured that we are doing everything we can to safely provide critical services to our customers, especially those who are older and/ or vulnerable.
There is a fantastic community spirit in Torfaen. Please look out for your neighbours. I have seen lots of offers of help through local groups and this is wonderful to see.
We won’t always have an immediate answer to every question you ask, so please be patient and bear with us. Our staff care deeply about the services they provide and are working hard in these challenging circumstances.
If you are contacting us please remember we may not be able to get back to you as quickly as we would like. You can contact us in the usual ways- our telephone number will be under great demand so try one of our other methods if you can.
However you choose to contact us we will do our very best to help.
I would like to thank you all for your support in keeping each other safe during these unprecedented times. I’m sorry if your experience of our services is not perfect right now. But please be patient with my colleagues as they are doing their very best in these difficult circumstances.