Independent Living customer FAQs

Yes, however we are advising that only one person use the laundry facilities at a time and that all machines are wiped down after you have used them with a paper towel or sanitising wipe which is put straight into the bin. The guidance regarding laundry from the Government is as follows:

• Wash items in line with the manufacturer’s instructions. Use the warmest water setting possible and dry items completely. Dirty laundry that has been in contact with an unwell person can be washed with other people’s items
• Do not shake dirty laundry, this minimizes the possibility of dispersing virus through the air
• Clean and disinfect anything used for transporting laundry with your usual products, in line with the cleaning guidance above.

We are monitoring the situation closely and will let you know if this advice changes.

From 17 May, you will be able to meet in the communal lounges and gardens (with up to six people in total), although social distancing will still need to be maintained and seats must be two metres apart.

In our extra care housing schemes, you can still arrange for meal delivery from our restaurants. From 17 May, the restaurant facilities will be re-opening for dine-in customers, again with social distancing measures in place.

In line with the latest Government advice, you should only invite essential visitors to your home. This includes visitors who may deliver medication, food or provide care services. We would advise that if you want to be part of a support bubble, you go the chosen household away from the scheme, rather than invite others in.

The government advises those shielding to remain shielded and not be part of a support bubble until further notice.

For more information, please visit the Government website.

Due to the current national restrictions, we will be reverting to similar arrangements that were in place during the first lockdown: 

• Scheme employees will only be on site a minimum of one day per week to complete essential health and safety checks 
• We will continue to provide individual welfare calls, at least once a week (or as required) 
• Cleaning will continue but maybe adapted, in some instances, to ensure that we continue to comply with Government guidelines.  

Currently, our Independent Living employees are on-site during the week for a minimum of four days a week. You may also speak with scheme employees who will be contactable on their mobile phones if they are not on-site. Visit our contact us page for more ways to contact us.

We recommend you follow Government advice and stay home if you can, but if you do go out, you should stay alert and maintain a two metre distance from other people.

According to Government guidelines, we hope to re-open guest rooms on June 21. We will keep you updated on any changes to this plan.

Our cleaning services have returned to normal schedules across all regions for our general rented homes. We will still continue to prioritise the sanitising of hard surfaces and touch points as necessary.

The increased frequency of cleaning at our Independent Living schemes will remain in place and we will be prioritising sanitising of hard surfaces and touch points as well.

Government guidance is telling us that we need to minimise social interactions in order to prevent the virus from spreading. As a result, all meetings are being postponed for the foreseeable future.

This is under regular review and we will let you know when anything changes.

Signage has been put next to the lift to confirm that only one person should use it at a time. Once you return to your home, please wash your hands thoroughly and for at least 20 seconds.

To protect our more vulnerable customers in sheltered and supported housing, we will only be completing emergency and urgent services until restrictions are eased. We will still register routine repair requests and will contact you when it is safe to arrange an appointment. To register a repair, please call us on 0800 678 1221.

A member of our team will contact every customer at the scheme within 24 hours of the case being confirmed to Orbit. You will then need to ensure that you let your family (where they are your personal carers) and any other carers visiting your property know. We will also contact our Estate Services team to arrange a thorough clean of the touch points at the scheme, if applicable.

Currently, our Independent Living employees are on-site three days a week from 22 March and four days a week from 29 March. You may speak with scheme employees on their mobile phones when they are not on-site. Visit our contact us page for more ways to contact us or just call 0800 678 1221.

From 17 May, you will be able to meet in the communal lounges and gardens (with up to six people in total), although social distancing will still need to be maintained and seats must be two metres apart. 

Current restrictions are meant to end on May 17, however please follow Government guidelines if they are extended.

All Independent Living employees are being asked to wear face masks. We also ask that any customers or essential visitors please also wear a face covering that covers both your mouth and nose at all times whilst in any communal spaces or hallways, for the safety of you and others.

Restrictions regarding hospitality facilities are due to be eased on 12 April. However, these are likely to be limited to outdoor cafes, gyms, and hairdressing facilities. We are following Government guidelines on this and will advise you of any further changes. At the moment, these areas are closed.