b'Were adapting to the new normal The switch to remote workingWhen the lockdown came into force,By then we were all home-based and we initially retained a skeleton staffworking remotelyit took a while for at our Pioneer House and 10 Parkwayus to get used to the new approach, offices, including team members whobut its working really well. were tasked with fielding calls. At thatIn mid-May we started to increase our stage they were able to respond onlycontact service beyond emergencies. to requests for emergency repairs.We resumed a more normal dialogue Within a week or so the telephonewith residents and were able to help system had been reconfigured so thatthem with routine issues.all calls were automatically forwarded to us, said Resident Services Team Leader Emma Ellis.Extra help for residents in needWe knew from the outset that lockdownour sheltered schemes before the end of would be particularly difficult for peopleJune. We will deliver this service in a way who are older, vulnerable or dont havethat is safe for residents and staff alike. family or friends living nearby.We decided to extend our reach by Housing Services Manager Belindaidentifying a further 270 residents who Chillingworth said: Managers at our ninemight welcome some extra help during schemes have been providing daily supportthe lockdown. We contacted them and reassurance to all 421 households. allaround 20 took us up on our offer We are planning to reintroduce and we have been supporting them in a housekeeping service for residents atvarious ways, including by collecting and delivering groceries and prescriptions.Supporting the local communityWe are one of more than 30 members ofin touch with club members and their the Letchworth Isolation Group, whichcarers to check that they are doing okay is delivering a joined-up response to theand signpost local services if needed. pandemic.We have also been making fortnightly We have provided two staff members telephone calls to the local people we for this volunteer army: father and sonsupport through our Home Support Dean and Danny Sharp. They have beenService and Community Support Service. out and about, delivering shopping Home Support Officer Rachel Horneand medication to local people in need.said: We talk things through. I reassureOur four weekly Kingfisher dementia people that theres no need to panic andclubs are on hold during the I encourage them to contact their GP if lockdown. We have been keeping they are unwell or need medical advice. FGCH Residents newsletter|Page 3'