Coronavirus (Covid-19) advice and information before visiting our locations

This page will be reviewed and updated regularly. Please check this website again before you visit our locations as things are changing very quickly.

Page updated on 28/05/2020 11:00

The Covid-19 situation is a fast changing one and, at ExtraCare, our first concern is always for the safety of our residents, staff and volunteers. We introduced rigorous infection control procedures in early March to reduce the risk of infection, and are now looking at making some slight changes in light of the Government announcement on Sunday 10th May. We are therefore now taking the following steps.

From Wednesday 13th May, 2020:

• Residents will be able to leave the site to exercise, use public spaces, or shop for essentials such as food or medicine. However we encourage residents to think very carefully before they leave the grounds: remaining within the grounds will keep our residents and our communities safer. We request that residents leaving the grounds of their location do not use public transport or visit other households. Those advised by the NHS to shield should continue to remain at home. Those over 70 should follow government advice to stay at home as much as possible, and take particular care to minimise contact with others outside of their own household.

The following measures will remain in place to protect our retirement communities, and we ask for your support and co-operation:

• We do not allow visitors into locations, with the exception of emergency services, external care providers or NHS professionals delivering essential care (by express agreement of the Location Manager/Care Manager/Head of Care).
• We strongly encourage residents to observe social distancing within the location.
• We do not allow external volunteers into locations, although they can be deployed to offer remote / external services such as delivering groceries to the front door of a location.
• Location facilities: Our shops and communal computer areas remain open for residents. The café, bar and restaurant in our villages remain open for takeaway and/or delivery services to residents only until further notice. Food and beverages can be taken away by residents, but not consumed in the café, bar or restaurant areas. Residents are asked to respect social distancing when queuing. Opening times and menus may be restricted at local discretion. Outside of opening hours, all hospitality seating areas are closed to prevent social gatherings, and protect both residents and staff. Hairdressers, beauticians and gyms are closed until further notice.  
• Activities remain available to residents, provided that social distancing is observed. However, no external acts, teachers, or other facilitators are allowed in the building. We have created ExtraLife Online, a virtual village on Facebook where residents can find exercises, activities, health advice and stay connected. 
• Day centres and social clubs are closed until further notice.
• Our intergenerational activities remain cancelled until further notice.
• We do not allow delivery staff to enter the building, apart from Royal Mail postal workers and Pharmacy staff who will be allowed to deliver to residents’ apartments. Systems for the delivery and collection of food beyond the front door of the location continue to be managed locally.
• In locations where we are the landlord, contractors and our own maintenance teams will only complete emergency repairs and life critical servicing. Residents may continue to report all repairs in the usual way, but only emergency repairs will be processed; non-emergency repairs will be recorded but completion will only be arranged once restrictions around Covid-19 are lifted. If you have a particular vulnerability that means a repair should be classed as an emergency, please let us know – we will review all such requests. For locations with a partner landlord who carry out repairs, please refer to their website.
• Any complaints should continue to be processed in line with our current complaints process.
• There is a Management presence at the weekends.
• Future and potential residents: We only move new residents into our locations if it is safe to do so. The safety of our residents and staff is of paramount importance.
• Property sales: If you have purchased a property and arranged to move in to one of our locations and your exchange or move in date is approaching, we will contact you with further information. You may be able to move in to your purchased apartment if everything has been arranged and we can ensure that it will be safe for you, our staff and our other residents to do so. Please seek legal advice from your own solicitor to discuss the implications of moving home following the Covid-19 outbreak. For more information about moving home at this time, please visit the Government website.
• Rental properties: For social rented properties, government guidance advises that these are only let in essential cases, such as if someone is escaping domestic abuse, moving from an unsafe situation or is coming directly from a hospital discharge. For more information on guidance about social housing, please visit the Government website.
• If you are self-isolating or experiencing symptoms at the time of your planned move-in or have been advised to shield (remain inside for 12 weeks), you should avoid moving if possible; you should contact a member of the sales team to discuss further.
• New rental or sales applications: We are currently suspending all appointments to view homes for sale or rent. We thank you for your patience. Sales viewings will resume from 1 June, by appointment only. 

Additional restrictions at some locations

In some of our retirement communities, we had put in place additional measures. This was done because we had residents with suspected symptoms and/or an official diagnosis of Covid-19, and these measures were aimed at restricting the spread of any virus within the location.

No locations currently have additional measures in place. We continue to monitor the situation at each location continuously and carefully and will consider putting in place additional restrictions if necessary.

We will keep you updated as national guidance and our own procedures adapt to the changing circumstances associated with the virus. Please be assured care and catering services will continue to be provided.

Thank you for your consideration of the steps we are taking which help keep our communities safe and well.