HOW WE’RE DEALING WITH COVID-19


We’re continuing to provide our services to those affected by domestic abuse during the current Covid–19 pandemic.

Many of our staff are working from home but we are still taking referrals and supporting customers virtually over the phone, by text and email or with the use of video conferencing.

As the winter months approach, and the possibility of more restrictions being placed on us increases, we will continue doing all we can to put an end to domestic abuse.

For now, and for the safety and wellbeing of our customers we are:

  • Asking you to only visit our offices by appointment only.
  • Asking you, if you live in a home managed by Glow, to pay your rent online or over the phone, or speak to your support worker.
  • Holding some group work face-to-face where it is safe to do so following social distancing but this could change at any time according to government guidelines.
  • Providing essential support over the phone where we can
  • If we do need to visit you at home we will be asking you the following questions: 
    • Have you been advised to self-isolate?
    • Do you have any of the symptoms relating to the Coronavirus:
      • A high temperature – you feel hot to the touch on your chest or back?
      • A new, continuous cough – this means coughing a lot for more than an hour, or coughing more than normal over the last 24 hours.
      • A loss or change to your sense of smell or taste – this means you’ve noticed you cannot smell or taste anything, or things smell or taste different than normal.

If you answer yes to any of these questions we will make arrangements on a case by case basis to ensure that you receive the help, support and services you need.

However we’re still available Monday to Friday, 9am-5pm where our staff are able to provide our usual support and guidance by phone, email, text and WhatsApp video calls. Whenever you feel ready to reach out and talk, get in touch and we’ll find the right help for you.

As always the Domestic Abuse 24 hour helpline is available for support on  0808 2000 247 and the Police are available on both 999 for emergencies and 101 for non-emergencies.


Getting in touch if you’re a new customer

  • If you’re a female victim: 01782 222411
  • If you’re a male victim: 01782 222416
  • If you’re worried that someone you know is abusive: 01782 222429
  • If you’re in Derbyshire, please call: 01332 985111
  • If it’s not safe to speak right now but you would like to text us, please send us a message to: 07451 288 150 (7 days a week, 10am to 10pm)   

Alternatively you can contact Glow DA Services on 0330 0945 559

If you are in immediate danger, you should call 999.


How can I help?

We urgently need to raise funds to keep our vital services running. With thousands of families trapped in their homes with their abusers, support for victims of domestic abuse is more important than ever before.

Visit our donate page to find out how you can help.


If you’re a customer and have been asked to self-isolate

If you live in a Glow home and have been advised to self-isolate, please let us know as soon as possible by calling 0330 094 5559 or speak to your support worker.


Frequently asked questions

What should I do to avoid catching coronavirus?

Government advice is ‘social distancing’ which means avoiding all but essential contact with other people and following good hygiene practices in your home.

We recommend that you follow official medical and health advice provided by the government.

You can find out more at https://www.nhs.uk/conditions/coronavirus-covid-19/ and https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response. We also suggest that you keep an eye on reliable news sources, such as the BBC, to stay up-to-date on developments with the outbreak.

If get sick due to coronavirus, will you still come out to do repairs at my home?

On Monday 16 March the government updated its advice to people who are unwell. Anyone who has coronavirus symptoms such as a high temperature, dry cough or shortness of breath, is advised to isolate themselves at home for seven days. Additionally, anyone who shares a home with someone who has coronavirus symptoms should also self-isolate at home for 14 days.

Self-isolation means that you must avoid contact with other people to prevent spreading the virus to others.  So we will be unable to visit anyone who is self-isolating.

If you are in this situation, you must let us know if you are reporting a repair, asking for a home visit, or have one already arranged. Our staff will also ask you questions about coronavirus if you ask for a home visit and we would ask everyone to answer these questions honestly to help to reduce the spread of the virus.

We are now only completing essential repairs to homes. This means any repair which is necessary to protect the health, safety or security of the residents or the public, or where unchecked it may lead to further damage to property. Examples include gas leaks, major bursts or leaks, dangerous electrical faults or the total loss of heating and hot water and loss of the use of a toilet. We will also continue with essential safety checks in homes, such as gas boiler checks.

What repairs and other home visits do you treat as an emergency?

An emergency repair is one is where a repair is necessary to protect the health, safety or security of the resident or the public, or where unchecked it may lead to further damage to property. Examples include gas leaks, major bursts or leaks, dangerous electrical faults and total loss of heating and hot water (October – March).

We are currently reviewing these arrangements in light of coronavirus to make sure that we are making the very best use of our resources at this challenging time and keep everyone safe.

Am I at risk of catching coronavirus from staff visiting me

We are following government advice which is now to avoid all unnecessary face-to-face contact. Therefore the best way to help avoid our people spreading the virus is simply to reduce the number of home visits we make until further notice.

What will happen if Glow has to close down due to coronavirus?

We have plans in place to help us continue providing essential services in the event of a range of emergency situations. If large numbers of staff cannot work as they are unwell we may need to further cut back services for a time while we focus on more urgent work.

We have invested in technology which means that many staff can work from home and, to comply with government advice, we are now asking all employees who can work from home to do so. These staff will continue working and providing services as normal.

If I am sick and can’t pay my rent will my home be at risk?

We understand that this is a very unusual situation and that there may be all kinds of disruptions affecting peoples’ ability to work at this time. We may have to be flexible in response to unexpected events.

If you are sick or cannot work or have other issues affecting your ability to pay your rent, please contact us to discuss the best way of managing this situation until things return to normal. 

We will provide updates on our website should this situation change.


How are you monitoring the situation?

Keeping our customers and staff safe and well is our top priority and we have set up a project group to monitor the situation and current government advice to help us plan for any potential staffing issues and service disruption. Should any more of our services be affected we will let you know as soon as possible.


WHERE TO FIND FURTHER INFORMATION:

For updates on COVID-19:
Visit the government’s website

For further information and how to protect yourself from the virus:
Visit the NHS website

For travel advice:
Visit the government’s website

Support for employees, benefit claimants and businesses:
Visit the government’s website