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Coronavirus - information for our customers

Last updated 25 September 2020

Rent and paymentsRepairs and services to our customers | Property and resident servicesSocial distancing guidance | Legal proceedingsNeed help? 

We are committed to providing a full service to our customers, whilst keeping you and employees as safe as possible.

This may mean that some of our services, the ways in which we do things or how we contact you, could be different. We understand these are still worrying times and that government advice is changing regularly. Please be reassured that we are here to help. So, do contact us if you need help or support.

Obviously, we will have to respond to any local lockdowns and any wider restrictions that may be imposed in the future and will update these pages accordingly, so please do check back regularly.

Our priority is to ensure that you and our employees are kept safe. If you are displaying coronavirus symptoms or self-isolating and we are due to visit you, please let us know as soon as possible so that we can rearrange the visit.

The new NHS COVID-19 app, is now available to download for free and is the fastest way to see if you’re at risk from coronavirus. The faster you know, the quicker you can alert and protect your loved ones and community. We are encouraging our employees, contractors and customers to download this app.

If you are self-isolating or displaying Covid symptoms and you need an emergency repair carried out in or on your home, we will carry out a risk assessment and make sure your home is safe.

Finally, please note that government guidance allows our staff, including operatives, to go into a household of six without breaching the limit if they are there for work.

Hear from our staff on how they have adapted to working during coronavirus.

Your rent and payments 

Please tell us as soon as possible if you're having difficulty paying your rent, or if your financial situation has changed as a result of coronavirus. 

Find out more about the financial support that is available.

Repairs and services to our customers

We are providing full repairs and maintenance services. Please report repairs using our online forms or call us on 0800 3 282 282.

Our priority is to ensure you and our employees are kept safe. We will be contacting you before appointments and operatives will ask if anyone in your household is displaying coronavirus symptoms or self-isolating. In these cases, we are only able to carry out emergency repairs - where will carry out a risk assessment, and make sure that your home is safe. 

If you need to cancel an appointment because you are shielding or self-isolating, please call us as soon as possible on 0800 3 282 282.

Find out the latest updates to our repairs and maintenance services.

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Property and resident services

Our property and resident services are continuing to provide a full service to our customers, whilst keeping you and our employees as safe as possible. Modern technology is enabling our teams to work from home and some of our staff, including estate managers, security guards and caretakers, are classed as essential workers, which means we can provide most services.

Find out the latest updates to our repairs and maintenance services.

Supporting vulnerable, elderly and at-risk customers

There is extra help and support available for at-risk people, and our teams will be able to advise you what support is available, and how to access it. Details can be found on our How to get help  and Coronavirus FAQs pages.

Find out more on our sheltered and supported housing page.

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Social distancing guidance

To observe social distancing guidelines, we would be very grateful if you could still maintain a safe distance from our staff, particularly if they have to enter your home to carry out an inspection or repair. We have special procedures if you are self-isolating.

Legal proceedings

The court is increasing the number of hearings that are heard using video, phone and other technology. You will be notified by the court of the hearing date and whether the hearing will take place by video or phone. Full guidance on how to join telephone and video hearings can be found on the website, We have also shared some further advice, check out advice on how to join phone and video court hearings.

Alternatively, if you have been asked to attend a hearing in person at a court building,  you can find guidance to help you prepare for your visit on the website.

The government has published guidance for landlords and tenants in the social rented sector that deals specifically with measures relating to notices of seeking possession, court action, health and safety obligations, repairs and inspections.

A guide on understanding the possession action process for social rent tenants has also been published to assist you when you have been served with a notice of seeking possession and to provide detailed information about each stage of court action.

Further information about coronavirus (Covid 19)

How to get in touch

If you need any further information or support, please contact us.

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