Coronavirus FAQs

Our management fee has not changed.  Our offices may be closed during this time, however, our 24-hour customer service centre is available and our staff are working from home to make sure all your enquiries are acknowledged and responded to.

We will continue to carry out business as usual tasks as best we can while following Government guidelines.  This includes, arranging emergency repairs, liaising with insurers, responding to enquires, issuing bills and collecting you and your neighbours share of the costs for work to your block.  Thank you for your patience. We hope to resume all our services as soon as the current restrictions have been lifted.

This is not something we are in a position to offer you, however, we are urging customers affected by the Coronavirus due to illness or self-isolation and who are worried about the impact it will have on their income and paying their bills to get in touch with us.

We are here to help. Call us on 0800 479 7979.  We also offer payment by Direct Debit, so you can spread the cost of your bills across smaller monthly payments.

We are continuing to provide services, including building insurance for your block so it’s important to pay these bills if you can.  There is no government relief for factors or your factoring charges.

You will receive your bill in the mail shortly. In the current circumstances it is taking us a bit longer to get bills to you.  Sorry for the delay.

You can make a payment by logging in to your MyYP online account at www.your-place.net.  It’s safe and secure and only takes a few minutes to register if you haven’t already done so.

You can also pay over the phone on 0800 479 7979. We have an automated payment line to save you waiting.

If you live in Glasgow and the west, call us on 0800 479 7979. For customers in Edinburgh and the surrounding areas, please phone 0800 561 0088.

You will find more information on help and support on the DWP website at https://www.gov.uk/government/news/coronavirus-support-for-employees-benefit-claimants-and-businesses

The safety of our customers and staff is our top priority and as a result we are still only able to deliver a restricted repairs service.

However, the gradual easing of restrictions means that as well as delivering emergency repairs we can now also carry out other essential repairs where it is safe to do so.

Essential repairs – or Safety First repairs – are where any customer or a building could be at risk and include repairing heating and renewing or repairing security entry doors and controlled entry.

All our staff will strictly follow guidelines on maintaining social distancing and wearing PPE.

We will introduce other types of repairs and return to a full repairs service as soon as we can.

What kind of repairs are you able to carry out at the moment?

We’ll be carrying out essential repairs where it is safe to do so.

Examples of this would be:

• repairing a persistent leak
• replacing showers for vulnerable customers
• heating repairs where tenants have had temporary heating for a week
• replacing security windows and doors
• repairing controlled entry handsets

My shower has been broken for a while, will you now repair this?

Yes.

My sink has been blocked for a while, will you now repair this?

Yes.

I have a leak in my home and I have been containing it for weeks. Will you now repair this?  

Yes.

What kind of repairs won’t be carried out?

We won’t be able to carry out non-essential repairs such as decorating, plasterwork and renewing bath panels.

We won’t be able to do repairs where it is difficult for staff to socially distance such as working in attics.

Will you be carrying out medical adaptations?

No. We usually need more than one tradesperson to carry out this type of work.

Maintaining social distancing in an attic or other enclosed spaces would be very difficult and could put customers and staff at risk.

Why are you not carrying out common repairs?

We will carry out common repairs where it is safe to do so. However, these works usually need more than one tradesperson. Maintaining social distancing in an attic or other enclosed spaces would be very difficult and could put customers and staff at risk.

At the moment, there is a shortage of some materials and manufactured items which might restrict the number and type of common repairs we can carry out.

Will you contact customers whose repairs had been cancelled?

Unfortunately, we won’t be proactively contacting customers to re-raise repairs that were cancelled due to the pandemic.

When the full repairs service is available, we will ask customers to get in touch to request any outstanding repairs if they are still required.

Will you be carrying out follow-on repairs, such as replacing glass?

Unfortunately, we won’t be able to carry out most follow-on repairs such as replacement windows. At the moment there is a shortage of glass and some other materials, as well as manufactured items such as City Modern Doors.

We are now providing a restricted range of services and as a result we are only carrying out emergency repairs.

Non-essential appointments are being cancelled so that we can prioritise emergency repairs.

Once the current Government restrictions have been lifted, and you still want the repair to be carried out, please contact us to raise this repair again.  In the meantime, if the issue gets worse and causes immediate danger to yourself, a neighbour or another member of the public please contact our 24-hour customer service centre on 0800 479 7979.

Yes, bills for any completed work will be issued as usual.  To pay, please go online to your MyYP account at www.your-place.net. You can also pay over the phone on 0800 479 7979. We have an automated payment line to save you waiting.

We have been passed over costs from our contractors for all the reactive repair work carried out over the last financial year in relation to health and safety compliance.

These repairs were identified and completed following standard inspections carried out within your block. We have shared these costs between you and your neighbours in line with your Title Deeds.

Unfortunately the gutter cleaning project has been suspended due to the current restrictions and will resume once our trades and repairs team have returned to a full service. We are sorry but we can’t give a timescale for this.

We are only carrying out emergency repairs at the moment. If it’s not an emergency, we won’t be able to send anyone out until a full repairs service has resumed.  The warranty period for your repair is normally six months, however during the Coronavirus restrictions that are in place the warranty period will be extended to 12 months.

If your repair is an emergency, please contact us on 0800 4797979. If it’s not an emergency, please get in touch again when we are fully operational and we can have it attended to.

We have had a large volume of queries and are working through these as quickly as we can.  If your repair is an emergency, please contact our 24-hour customer service centre on 0800 479 7979.

Some of our owner-led projects have had to be delayed because of the situation with Coronavirus. Any work that was due to begin but has not yet started will be postponed. As soon as the situation eases, we will be back in touch with customers to let them know when the work can begin.

If you have made an advance payment for a project that has yet to be instructed and would like this refunded to you, please call us on 0800 479 7979.

Any work currently being carried out to your block as part of a project will be temporarily stopped.  The contractor will have attended to tidy up the site and make the area safe. As soon as we are able to offer a full service, work will resume at your block and the project will be completed.

Unfortunately, until the restrictions around Coronavirus have been lifted we can’t provide a date when stair cleaning services will resume. Your close will be cleaned as soon as we are able to offer a full service again.

From 17 June, we will be able to restart our grass cutting service.

Yes, the block policy that is in place will be unaffected. We continue to liaise with the insurers and make payments to them as usual meaning your cover won’t be affected.

You can still make claims as normal by contacting the claims handler Davies Group on 03444 124 221.  They have plans in place to make sure your call will be answered. If this changes, we will update this page.

To make a claim, contact Davies Group on 03444 124 221 and let them know your name and address. You will also need your policy number, which is AGG114571.

The booklet is available here.   As our staff are currently working from home, we won’t be able to send a copy in the post.

We can send you a copy by email. Please contact us by logging into your MyYP online account at www.your-place.net and sending us a request.  If you can’t log into your online account, e mail talk@your-place.net with your details.  However, please be patient, we will try to respond to you as soon as we can but we are experiencing a high number of enquiries.