Updated National Housing Prime core operating procedure

Monday 23rd March 2020

Important message from Defence Infrastructure Organisation (DIO)

In response to the rapidly changing situation regarding coronavirus (COVID-19) we will continue to monitor and follow Government advice and guidance from Public Health England.

We are committed to ensuring the safety of our customers, employees and supply chain partners and whilst we will continue to carry our repairs/maintenance in Service Family Accommodation (SFA) we have updated our core operating procedure and appreciate your support during this time.

With immediate effect;

  • Amey personnel have been instructed not to enter an ‘affected’ property. An ‘affected’ property is one where the occupants are undergoing a period of self-imposed isolation.
  • All planned, non-critical reactive and Move In/Move Out tasks will be delayed by 17 days and/or until such time the occupant(s) confirms they are no longer affected.
  • Amey’s engineers will attempt to resolve critical tasks with the occupant through telephone dialogue. If this is not practical, Regional DIO/Amey teams, with the support from Occupancy Services, will attempt to identify alternative temporary accommodation and measures to transfer the ‘affected’ family.
  • Once a property has been through a period of being ‘affected’, occupants are requested to clean the property in accordance with Public Health England guidelines prior to any 3rd party visiting the property.

Guidance being;

  • Use your usual household products, such as detergents and bleach, as these will be very effective at getting rid of the virus on surfaces. Clean frequently touched surfaces. Remember to clean all hard surfaces such as hand rails, bathrooms including separate WC’s, kitchen work surfaces, door handles, etc.
  • Personal waste (such as used tissues) and disposable cleaning cloths can be stored securely within disposable rubbish bags.
  • These bags should be placed into a second bag, tied securely and kept separate from other waste in the room in which you are self-isolating. Keep aside for at least 72 hours before putting into your usual external household waste bin.
  • Other household waste can be disposed of as normal.

Previous guidance remains in place:

  • Customer service advisors will ask all callers if they or anyone living at the property is infected or affected by the coronavirus or undergoing a period of self-imposed self-isolation.
  • Operatives attending appointments will call ahead to ask occupants if they, or anyone living at the property is infected or affected by coronavirus or undergoing a period of self-imposed self-isolation.
  • Seek support from stakeholders, in particular Station Command and Unit Welfare to inform the Amey Customer Service Centre should they become aware of any occupant of SFA undergoing a period of self-imposed self-isolation.
  • Occupants with planned moves in affected properties will have their move delayed until such time the occupants are confirmed as clear of infection.
  • Visiting occupied properties to complete assurance activities will be stopped until further notice.

The latest information and facts about coronavirus (COVID-19) is available on the Government website.

Image: The SFA (Service Family Accommodation) estate, built at Beacon Barracks in Stafford, UK. Contains public sector information licensed under the Open Government Licence v3.0.

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