Coronavirus (Covid-19) advice and information before visiting our locations
This page is reviewed and updated regularly. Please check this website again before you visit our locations as things can change very quickly. Restrictions still remain in place.
Page updated on 3 August 2020 at 08:00
As we all start to safely emerge from lockdown, we would like to take this opportunity to say thank you to all who have supported our villages and residents over the last few months. And say thank you to the NHS and all key workers across the UK too as well as sending our thoughts to all communities where loved ones have been lost.
This video features our CEO, Mick Laverty, alongside some of our residents, to explain how the last few months have been and how we have so far achieved our mission to protect our community and create a safe haven for all.
We introduced rigorous infection control procedures in early March to reduce the risk of infection and have responded and adapted as Government guidance changed.
Whilst the Government now seeks to ease the restrictions for the general population, it is important to remember that our communities are vulnerable to this virus. 88% of residents across ExtraCare are aged 70 or over. Even with no pre-existing conditions, as people get older there is a higher risk of coronavirus having a more serious impact with infection.
Restrictions on the number of visitors into our villages and schemes remain in place.
ExtraCare communities have so far managed well in the crisis and we will continue to protect our residents – many of whom are vulnerable. Our property sizes do not lend themselves to social distancing between many people and we need to limit the footfall and risk of transmission from visitors in the communal areas.
Up to two adults and two children from a resident’s support bubble, or up to two adults and two children from another household can visit in one apartment/cottage/bungalow at any one time. It remains the case that strict social distancing should be followed when you are with anyone not in your support bubble.
Residents can continue to meet friends and family in groups of up to six people in our grounds and gardens provided that that they socially distance from anyone not in their household or bubble.
Residents' visitors must follow our infection control procedures. They must:
Wear a facecovering when walking through the communal areas;
Use hand sanitiser on entry, sign in and complete our visitor declaration form;
Go straight to the apartment and not use any communal facilities or spend time in communal areas other than to reach the apartment; and
Be accompanied by an adult visitor at all times if they are under 16.
Please do not visit our retirement communities if you, a member of your household or the person you are intending to visit, are experiencing symptoms of Covid-19. Symptoms include a new continuous cough, a fever, or a loss or change to your sense of taste and smell. If you or anyone in your household has these symptoms you need to self-isolate. If an ExtraCare resident develops symptoms, they should let us know as soon as possible.
Other changes to our usual procedures include:
Front entrances remain the one point of entry and exit.
Restaurants and bistros open to residents only (in some locations this may be later, if more time is needed to prepare). Additional precautions include:
Separate service times for delivery, takeaway and a seated service;
Seated services are pre-booked and records kept to assist with Test and Trace; and
Seating is positioned to enable social distancing.
Bars can open to residents only. This is a seated service only, with seating positioned to enable social distancing.
Activities have continued to remain available to residents, provided that social distancing could be observed. External tutors, facilitators and entertainers, are also now permitted from 1 August if social distancing can be maintained.
Gyms can reopen to resident and non-resident members from 1 August. There are additional restrictions in our gyms for now, and members should contact their local Fitness Instructor for further information.
Some external volunteers will be able to return to our locations from 1 August. This will be a phased return to support essential services.
Hairdressers and beauticians who operate within our buildings can open and from 1 August can welcome non-resident customers, provided they follow Government guidance and have separate days for resident and non-resident clients.
The following visitors are also now permitted:
Tradespeople carrying out services within apartments/bungalows/cottages such as white goods installation, and carpet and wardrobe fitting;
Those delivering goods such as groceries and online orders;
External cleaners servicing residents' apartments; and
Mobile beauticians and hairdressers.
Day centres and social clubs remain closeduntil further notice.
Our intergenerational activities remain cancelled until further notice.
In locations where ExtraCare is the landlord, we are resuming servicing and repair works to communal areas and apartments. For locations with a partner landlord who carry out repairs, please refer to their website.
Future and potential residents: The safety of our residents and staff is of paramount importance.
Sales viewings and rental viewings have resumed, by appointment only.
We have put measures in place to ensure that the moving-in process is done safely.
Any complaints should continue to be processed in line with our current complaints process.
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.