My Bron Afon

Coronavirus- keeping each other safe

A message from Alan Brunt, our chief executive on Tuesday 17 March.

Hi everyone,

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.

So what does this mean for you, our customers?

We are committed to following the guidance from the Government. Our priorities will be:

  • to safely deliver essential services to our customers, especially those who are older and/ or vulnerable
  • to continue to safely run our customer hub so we can respond to customer contact and enquires. Whilst we are still taking telephone calls we would request that where possible you direct enquires through email, social media, webchat or use the customer portal
  • to limit contact with new people and avoid the spread of coronavirus, we are now moving to limiting visits. Staff will only be completing essential home and where possible will deal with you remotely, unless there is an emergency situation. If visits are necessary we will asking you some questions about the health of you and the people you live with.
  • to stop working from retirement schemes as a base to protect the older residents. We will have a dedicated team that will be providing remote reassurance and support to older people living in our retirement schemes, where they may need it.
  • to enable as many  staff to work from home as possible
  • to close our Llantarnam and Mamhilad offices to non-staff and where possible work with you and our partners remotely
  • to close Bron Appetit, the public café in our building, to all customers on Wednesday and for the time being.
  • to stop all community involvement events.

Support services

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.

Our repairs service

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.

It’s a fast-changing situation

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.

How you can help

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.

How to contact us

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.

  • Email-
  • My Bron Afon- Visit and login if you’re a customer. You can set up an account in two minutes.
  • Webchat- You can chat to us online during our office hours
  • Facebook- Make sure you like our page at
  • Call 01633 620 111.

However you choose to contact us we will do our very best to help.

And finally

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.

Take care

Alan Brunt

Chief Executive

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