Frequently asked questions
We have reduced the time our Cairn Connect contact centre team take calls to 9.30am to 3.30pm Monday to Friday. We have staff available to answer webchats, emails, and enquiries through My Cairn, until 5pm Monday to Thursday and until 4.30pm on Fridays. Our offices are now closed, with staff working from home. For more information visit our Contact Us page.
As a not-for-profit charity and housing association, rent is our primary source of income. It enables us to pay for the services we provide. It goes towards vital repairs and improvements, not only for your home, but for other homes across Scotland. It’s important that tenants continue to pay their rent.
We understand that this is a worrying time for many of our tenants and that some of you may have lost your jobs or are working reduced hours. Our Tenancy Sustainment team are here to support you and if you have any concerns about your ability to pay your rent, please contact them as soon as possible. The earlier we know, the sooner we can help. Our team can talk you through your situation and the options available to you, including access to benefits and other support available.
Those concerned about paying their rent can claim Universal Credit from the Department for Work and Pensions which includes support for housing costs, if eligible. The UK Government has introduced some temporary changes to make this easier.
The UK Government has announced a range of benefits and support for employees, the self-employed and business owners. Please visit the Citizens Advice website for a comprehensive guide to the support available and links to additional information. Please visit the www.understandinguniversalcredit.gov.uk website for information about the changes the government has brought in to support people who are already claiming benefits, need to claim benefits, or are at risk of losing their job as a result of coronavirus. We are committed to ensuring that we provide advice and support to anyone who finds themselves in financial hardship as a result of the pandemic.
We will work with you to find an arrangement that you can manage. When the current crisis eases, we can review this arrangement and agree a way for the arrears to be cleared over a longer period of time than we’d usually agree to.
You can find out how you can pay your rent here.
Please contact us if you need to speak with our Tenancy Sustainment Team who can provide specialist advice and assistance.
Did you know that if you have children at school who qualify for free school meals, your local authority are now providing an alternative arrangement? Check with your local authority to find out the details as eligibility and schemes vary across the country.
Ready Scotland have a list of additional support you can access if you need extra help just now. This includes help for older people, pregnant women, parents, those with a disability, those in need of financial advice, those with dementia, anyone experiencing domestic violence, including loads more. You can find their list of organisations here.
The Scottish Government has opened a national helpline for people at high risk of coronavirus. The service offers help to those who do not have family or existing community support and cannot get online and who are over 70, disabled, require the support of mental health services, are pregnant or receive a flu jab for health reasons. The helpline – 0800 111 4000 – will initially operate from 09:00 to 17:00 while plans are developed to extend it to operate for a longer period each day.
Callers will be connected to their local authority who will support them to access the service they need, such as:
- essential food and medication
- links to local social work services for vulnerable children and adults
- emotional support
- contact with local volunteer groups
If you are affected by coronavirus or its effect on the economy, there is a wide range of support available.
The Government has published a guide on the www.understandinguniversalcredit.gov.uk website that provides information about the changes the Government has brought in to support people who are already claiming benefits, need to claim benefits, or are at risk of losing their job as a result of coronavirus.
Please note that you should not attend the jobcentre unless directed to do so for an exceptional purpose.
We have been overwhelmed by the way in which people have rallied round to support the most vulnerable in our communities. In response to the coronavirus crisis, we have relaxed our funding criteria to support grassroots and community projects which aim to support those affected. Projects that we could support might include food banks, meals services for vulnerable people, shopping services or befriending services. If you have a project or service which is meeting the needs of vulnerable people at this time, please get in touch.
Please visit our Cairn Community Fund page for more information, or get in touch with Neil Golightly, Business Services Manager, for an informal chat about your project.