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Advice for residents: Coronavirus (COVID-19)

Residents’ queries

1. Advice for FirstPort residents

Updated: July 2021

The health and safety of our residents, employees and contractors is always our priority.

We have carefully reviewed the guidance from government and industry bodies and we are responding to this in the way we manage your home.

From 19 July , step four of the Government’s four-step roadmap will see England enter a new phase of continued caution whilst managing the risks of COVID-19. The below table is an overview of our management approach:

Government Roadmap: Step four

Permanent on-site employees

(See section 3 for more information)

Employees will continue to work from developments.

They will maintain a reasonable social distance wherever possible.

 

Visiting
Property Managers,
Area Managers and
Regional Managers
Visiting members of staff have resumed site visits as they did before government restrictions were introduced.

They will maintain a reasonable social distance wherever possible.

Communal area cleaning, gardening, grounds maintenance and window cleaning These services carry on as they did before government restrictions were introduced.
Essential reactive maintenance Essential services continue to be undertaken, as they have done throughout the pandemic.
Major works projects

All major works projects have resumed.

 

Approach in Wales: National restrictions apply in Wales and follow the same approach highlighted in the above table.

Approach in Scotland: National restrictions apply in Scotland. More information about our response can be found on the  FirstPort Scotland website.

We’d like to thank all our customers for their understanding over the last year and we look forward to returning to normal ways of working.

2. Customer services

Our customer support and property management teams are still here to help you. Some of our employees are working from home and you may experience a slower service at certain times of the day so to help with this, we’ve increased the size of our email team.

For non-urgent enquiries, the best way to reach our team is by email:

For Property Services customers, please email help@firstport.co.uk

For Bespoke customers, please email firstport.bespokehelp@firstport.co.uk 

For former BRAM customers, please email cscare@firstport.co.uk

For former Chamonix customers, please email chamonix@firstport.co.uk

For Retirement customers, please email retirementhelp@firstport.co.uk

3. Interacting with your neighbours and development staff

Despite restrictions lifting, we’ll make sure our staff and contractors remain vigilant to help to reduce the spread of the virus by taking sensible precautions such as regular hand sanitising. They will maintain a reasonable social distance wherever this is possible.

Wearing a face covering is no longer a legal requirement in public areas but it is still recommended when inside a public area. Our site teams are being encouraged to continue to wear face masks (PPE) when entering and working inside the development.

Our employees are aware that they must not come to work if they or anyone in their household is showing symptoms of Covid-19. They will continue to be available as usual during working hours even if they are not on site.

 

4. For developments with communal facilities and/or site staff

This advice may vary depending on your development’s individual needs, please check in with your Property/Development Manager if you have any questions about your home.

  • Parcel delivery: These services continue at your development as they did before government restrictions were introduced.
  • Bins & refuse collection: These services continue at your development as they did before government restrictions were introduced.
  • Communal area cleaning, gardening, grounds maintenance and window cleaning: These services  continue at your development as they did before government restrictions were introduced.
    We will maintain an enhanced cleaning regime in all communal areas to help reduce the spread of the virus, and we encourage all residents take reasonable precautions when using the communal facilities and areas.
  • Lifts: Full repairs, maintenance and call-out service for lifts are available.
  • Communal systems: Repairs to communal heating system are being completed as normal.
  • Gyms, swimming pools and recreational facilities:  The gym and sauna areas have returned to pre-COVID arrangements with all equipment being available for residents’ use. Where possible we will maintain an enhanced cleaning regime in these areas. 
  • Essential reactive maintenance: Essential services  continue to be undertaken, as they have done throughout the pandemic.

If you need any further information about any of the above services at your development, please contact your Property or Development Manager.

5. For estates

All grounds maintenance and reactive services continue at your development as they did before government restrictions were introduced.

If you need any further information about these services at your development, please contact your Estates Manager.

6. For retirement developments

  • We’ll continue to keep developments in the best possible condition to stop any virus from spreading.
  • Our Development Managers will check with individual residents on what they feel comfortable with and, where residents agree, in-apartment testing will resume.
  • Development lounges are fully re-opened and there are no restrictions on the numbers allowed in the lounge at any one time
  • Guest suites are now re-opened and will be thoroughly cleaned and ventilated between bookings.

7. Useful information

Please refer to the links below for the most recent information from the Government and NHS about the Coronavirus situation in the UK.

The Government’s latest advice:

NHS latest advice: www.nhs.uk/coronavirus

Government travel advice: www.gov.uk/foreign-travel-advice

For customer services, please contact us as follows.  If your query is not urgent, please consider emailing the team instead on the appropriate address below and we’ll get back to you as soon as possible:

Property Services: help@firstport.co.uk or 0333 321 4080

Bespoke: firstport.bespokehelp@firstport.co.uk  or 0333 321 4045

Former BRAM customers: cscare@firstport.co.uk or 0333 0050 227

Former Chamonix customers: chamonix@firstport.co.uk or 0330 380 0595

Retirement: retirementhelp@firstport.co.uk or 0333 321 4041

Payments line: 0333 321 4079

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