Coronavirus (COVID-19) update

Issued: 27 March

Our senior team are continuing to closely monitor the current situation on a day-to-day basis and are actively working with our colleagues to limit the disruption to the vital services we deliver in line with the most recent government advice.

The health, safety and well-being of our customers and colleagues is extremely important to us. We are talking to Welsh Government and sector organisations to make sure the needs of our customers and workforce are recognised.

Colleagues who are able to work remotely are now doing so but are still providing essential services to customers by email, telephone and video calls. Colleagues are also kept informed with the latest information and guidance in these fast-changing circumstances so they can adapt their work accordingly and we thank them for this.

If you have a question or are concerned about something, please visit our FAQs page which will be updated regularly.

Our head office, St Hilary Court at Culverhouse Cross, is now closed to customers for the time-being. This does not change the services we provide, which you can read more about below.

Customer services

Our customer services team are available between 8.30am and 4.30pm Monday to Friday.

To help us reduce non-urgent calls, please use the Hafod 24/7 app or email enquiries@hafod.org.uk, if you can.

When calling us, you’ll now be asked to leave a voicemail message and a member of our team will get back to you. Please leave as much information as possible which must include:

  • Your full name
  • Your telephone number (including area code)
  • Details about your enquiry (followed by pressing the # key)

Please be aware that your call back will not show as Hafod, instead it will appear as an unknown caller.

Tenants

Our neighbourhood coaches are continuing to deliver services to tenants by telephone and email. They have been busy contacting tenants who are over 70 and are now calling under 35s who live alone. If you’ve missed a call or haven’t received one yet and have a concern, please get in touch using the contact details below.

Remember to use the Hafod 24/7 app for non-urgent enquiries such as paying your rent, if you can.

Repairs

Following the government announcement on 23 March, we are now operating an emergency repairs service only. This is to minimise unnecessary contact and keep you and our contractors safe which we hope you understand is absolutely crucial in the current circumstances. Unfortunately this means that planned maintenance works will be postponed until further notice.

Emergency repairs are those that are essential to protect your health and safety or to prevent any serious damage to your home. Examples include gas and electrical servicing, gas leaks and burst water pipes. You can see a full list on our FAQs page here.

We have introduced new procedures to ensure your safety as well as our staff and contractors before we enter your home. Please let us know if you or a member of your household has suspected or confirmed Coronavirus, or needs to self-isolate so we can manage our contact with you.

Support

If you are receiving support from Hafod then this will continue but will be delivered in a way which is safe for you and our colleagues. For example, we’ll be using telephone and video calls or email rather than face-to-face meetings. Your Support Worker will contact you via telephone to discuss your needs and make a plan with you.

Extra care

If you are a friend of family member who usually visits one of our extra care schemes, we kindly ask that you follow the latest government advice about staying at home. Unless you need to provide essential help or care to a vulnerable person, we recommend using telephone, video calls or email to keep in touch for the time-being. If you are unsure, please contact the manager before visiting. Click here for contact details.

Care homes

Non-essential visits to our care homes remain postponed as a precaution to safeguard our residents and colleagues. Special consideration will be given to individual circumstances where visits are absolutely necessary.

We encourage direct telephone and video calls to residents who have their own devices to continue as usual. You can also arrange a video call with the home – please contact them to arrange. Click here for contact details.

As you will imagine, our telephone lines are very busy at the moment so please bear with us. With this in mind and to help us limit the disruption to our residents’ daily routine, we ask that non-urgent calls are made between 10.15am – 12.15pm and 2 – 4pm if possible.

 

We understand that this is a very challenging time for everyone. We will keep you informed of any changes via our website, Facebook and Twitter pages. Thank you for working with us through these circumstances.

You can find the latest official information at the following websites:

Public Health Wales

UK Government advice

Welsh Government advice

Universal Credit and coronavirus

Foreign and Commonwealth Office (FCO) travel advice

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Update: 20 March

We can confirm that a resident of our Woodcroft Care Home sadly passed away yesterday, 19 March, having been confirmed with COVID-19 on Sunday 15 March. A death in one of our care homes is always a sad occasion and we offer our sincere condolences to the family of our resident, who we are thinking of at this time.

We again offer our assurances that we are doing everything in our power to keep our residents and colleagues safe. We continue to follow our infection control procedures and the advice given to us by Public Health Wales.

Our colleagues at Woodcroft deliver compassionate, committed care and their priority is continuing to provide that care under very challenging circumstances.  We would like to thank them all for the massive contribution they are making in this crisis and once again extend condolences to the family of our resident.

Update: 18 March

Our senior team are meeting on a daily basis to follow the latest guidance issued by the government and Public Health Wales and adapt our plans accordingly.

We’d like to reassure you that we are taking extra measures to protect the health, safety and well-being of our customers, colleagues and communities which continues to be our highest priority.

All colleagues are continually updated about the latest official guidance and are making sure that they maintain high standards of hygiene, adapt their ways of working or are self-isolating if required.

If you have a question or are concerned about something, please visit our FAQs page which will be updated regularly:

Tenants

Our neighbourhood coaches are continuing to deliver services to tenants but are using alternative ways to keep in touch to reduce unnecessary contact.

To help us reduce non-urgent calls, please use the Hafod 24/7 app if you can.

Repairs

We are continuing to carry out essential repairs to keep you safe in your home. We have introduced new procedures to ensure your safety as well as our staff and contractors before we enter your home. Please let us know if you or a member of your household has suspected or confirmed Coronavirus, or needs to self-isolate so we can manage our contact with you. Click here for contact details.

Support

If you are receiving support from Hafod then this will continue but we may need to make changes in how we deliver it. For example, using telephone calls rather than face-to-face meetings. Your Support Worker will contact you via telephone to discuss your needs and make a plan with you.

Extra care

We kindly ask that you consider postponing your visit if you are currently unwell or if you, a partner or a dependent has recently returned from a category 1 or 2 country. If you are unsure, please contact the manager before visiting. Click here for contact details.

Care homes

Non-essential visits to our care homes remain postponed as a precaution to safeguard our residents and colleagues. Special consideration will be given to individual circumstances where visits are absolutely necessary.

We encourage direct telephone and video calls to residents who have their own devices to continue as usual. You can also arrange a video call with the home – please contact them to arrange. Click here for contact details.

As you will imagine, our telephone lines are very busy at the moment so please bear with us. With this in mind and to help us limit the disruption to our residents’ daily routine, we ask that non-urgent calls are made between 10.15am – 12.15pm and 2 – 4pm if possible.

We understand that this is a very challenging time for everyone. We will keep you informed of any changes via our website, Facebook and Twitter pages. Thank you for working with us through these circumstances.

You can find the latest official information at the following websites:

Public Health Wales

UK Government advice

Welsh Government advice

Universal Credit and coronavirus

Foreign and Commonwealth Office (FCO) travel advice

 

 

Update: 18 March - Woodcroft

A second case of COVID-19 was confirmed in our Woodcroft Care Home in Cardiff yesterday (Tuesday 17 March) and a resident is now being treated in hospital. Our primary concern is for the resident and they are very much in our thoughts.

We contacted families of Woodcroft residents in relation to the first incidence of COVID-19 and we will continue to offer them reassurance and address their concerns. We continue to follow Public Health Wales advice on how to deal with the outbreak. 

As a precaution, we closed all of our homes to non-essential visitors last week and implemented a thorough contingency plan to do everything we can to keep our residents and colleagues safe, while maintaining good standards of care.

We are of course concerned by a second incidence of COVID-19 at Woodcroft and for the health of the two residents.

Update: 16 March

A case of Covid-19 was confirmed in our Woodcroft Care Home in Cardiff yesterday (Sunday 15 March) and a resident is now being treated in hospital. We are being kept informed of their condition, which is our primary concern, along with the welfare of our residents and colleagues across our estate.

We have contacted the families of all residents of Woodcroft to explain the context of the situation and offer reassurance. We are working with Public Health Wales and following their advice closely, alongside the infection prevention and control measures we already had in place.

As a precaution, we closed all of our homes to non-essential visitors last week and implemented a thorough contingency plan to do everything we can to keep our residents and colleagues safe, while maintaining good standards of care.

We recognise that people in social care are amongst the most vulnerable in society and the most vulnerable to this epidemic. Our colleagues deliver compassionate and committed care and we are doing our utmost to uphold that and maintain good quality of life in our care homes. We also recognise that Covid-19 is an unprecedented crisis in social care. We are committed to sharing leaning and intelligence with our partners and the wider sector, to ensure our collective efforts are as effective as possible.

Update 13 March

Further to the new classification of the coronavirus (COVID-19) as a pandemic, we are continuing to follow official guidance issued by the government and public health bodies.

The health and well-being of our customers, colleagues and communities is our highest priority and you can be assured that we are carefully monitoring and reviewing the situation as it develops and implementing comprehensive precautionary measures as necessary.

All colleagues have been made aware of the latest guidance and are making sure that they maintain high standards of hygiene to help prevent the spread of germs while doing everything they can to continue services as normal.

Care homes

As a precaution to safeguard our care residents and colleagues, we have decided to close our care homes to all non-essential visitors. This includes relatives and friends and is with immediate effect until further notice.

We understand that there will be some circumstances when it will be essential for relatives to be close to family members and therefore special consideration will be given on an individual basis. Please call and speak to the home manager or deputy manager to discuss so we can make suitable prior arrangements.

Direct telephone and video calls to residents who have their own devices can continue as usual. We are also working on providing a video calling facility for those who don’t currently have access by early next week so family and friends can continue to see and talk to residents. This will be available by prior arrangement, please contact the home for more information next week.

As you will imagine, our telephone lines are very busy at the moment so please bear with us. With this in mind and to help us limit the disruption to our residents’ daily routine, we ask that non-urgent calls are made between 10.15am – 12.15pm and 2 – 4pm if possible.

Click here to find contact details for our care homes.

Tenants

For tenants who are due to meet with one of our team but are currently unwell or have been advised to self-isolate, please let us know before we are due to visit you. Click here for ways you can contact us.

Thank you for your understanding and support. Our decision-making is based on the importance of safeguarding the people who we provide services to and those who deliver them. We will keep you updated if anything changes.