Customer Support during COVID-19

Updated 18 March 2021

As the COVID-19 situation continues to change, we wanted to assure our customers that we are aware of what is happening in New South Wales, interstate and globally and continue to monitor the situation. The health and safety of our customers and staff is our highest priority and we continue to follow NSW Government Health advice.

We know this is an uncertain time and many are feeling anxious. Below are some of the ways we are supporting you and working to keep you safe during this time. You can also read more about our COVID-19 Health and Safety response here.

CURRENT PRECAUTIONARY MEASURES:

Given the changing situation in NSW and to keep our offices COVID safe, we kindly ask that you only visit our offices for urgent matters of if you need to sign a lease with us. 

Please do not visit our offices if you have been to a hot spot location listed by NSW Health. Please check NSW Health’s website for a full list of hot spot locations and health advice regarding these.

Please do not visit our office if you are waiting on COVID test results, you have any cold or flu symptoms, you have been in contact with any confirmed cases of COVID-19 within the last two weeks, or have been directed to self-isolate.

We have started home visits and property inspections again, with staff following COVID safe plans including wearing masks and staying 1.5m from other people.

CONTACTING SGCH

As we are trying to minimise face-to-face contact where possible, the best way to contact us is to email or call usSGCH key contacts are listed on our website.

If you do need to come into the office for an urgent matter or to sign a lease, we recommend that you call and make an appointment first. When you come in for your appointment, only four people can wait in our Reception area at any time. If you are the fifth (or more) person to arrive, please make sure you wait outside until we call you in.

When you enter our office, please use the QR Code and the NSW Service app to complete a COVID Safe Check-in. There are posters in our offices explaining how to do this and our team can help you.

You must follow all social distancing rules when you visit our office and stay at least 1.5 metres away from other people, whether you are inside the office or waiting outside.

SGCH team members will wear face masks when they interact with you (whether it is at our office or at our properties). They will also ask you to wear a mask if you need to meet with a team member at our office.

If you need to deliver documents, but do not need to speak to a staff member, you can simply drop your documents in one of our dropboxes outside our Bonnyrigg and St Leonards offices and on the ground floor of our Hurstville office, and we will collect them from there.

Our contractors also have their own COVID-19 plans, follow social distancing rules and health advice and wear face masks.

FOR ALL SGCH CUSTOMERS:

Please tell us if you are having difficulty paying rent

SGCH depends on the income we receive from rental payments to continue providing homes and a range of support services to our customers. We understand the impact the Coronavirus is having on our economy and jobs and the extra stress this may create.

If you are having any difficulty paying your rent, please contact us urgently on 1800 573 370 so we can help you with an affordable repayment agreement and refer you to our Support Coordination Team if you would like further support or financial services.

Hardship Policy
Our Financial Hardship – Coronavirus (COVID-19) measures policy is in place to help people keep people safe in their homes and avoid rental debts. We invite any SGCH tenant who is in financial distress and unable to meet their commitments (as a result of COVID-19) to contact us. We will work with individual households to tailor arrangements based on their needs. We will not include Coronavirus Supplements, Special Payments or the Government Stimulus Payment as assessable income for Social Housing tenants.

General Advice:

If you pay your rent at a bank branch or post office

If you currently pay your rent at a bank branch or post office, we encourage you to set up Internet banking or Centrepay (a voluntary billpaying service which is free for Centrelink customers). This will mean that you can limit some of the public places you need to visit at the moment.

SGCH CUSTOMER EVENTS AND ACTIVITIES

We are currently offering a range of programs for you to get involved online through our CPP Studio. Some activities are restarting following COVID Safe plans. To ensure groups stay under the required limit of people, you must RSVP for all in-person activities.

FACT SHEETS:

Support for SGCH customers during COVID Fact Sheet