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COVID-19 Service Update – see our news page for latest information about our services and how to contact us

Shared owners

Coronavirus and our service

The health and safety of our residents and staff continues to be our top priority as we follow the Government and Public Health England’s advice to help prevent the spread of the Coronavirus. 

We continue to monitor the situation on a daily basis, revising our plans so we can continue to deliver our most essential services. We will provide updates here on our website, so keep an eye out for the latest news. 

Emergency defects and communal repairs

Following from Government instructions to stay at home except for exceptional reasons, we have had to make some changes to our service, and we are now only able to deal with emergency defects and repairs that fall into the following categories: 

  • Gas leaks 

  • Uncontainable water leaks 

  • Complete loss of heating and hot water 

  • Electrical or fire risk 

  • Property security 

Categories can differ between developers 

If you are within your defects period and have an emergency you can contact us from 9am to 5.30pm, Monday to Friday on 0203746 7585Outside of these times please call the out-of- hours line which is provided within your welcome pack. 

Non-urgent repairs

All non-urgent repairs have been postponed until we can resume our normal services. If you raise a non-urgent repair via this will be recorded and when we are able to resume our normal services, we will contact the developer who in turn will contact you to arrange an appointment. 

End of defect inspections

Considering the Governments advice to limit unnecessary contact, Sage has decided to cancel all end of defect (EOD) inspections. This decision has been made with the safety of our residents, consultants and staff in mind. 

If your EOD is due our delivery team will get in touch with you as its important you report any last defects within your home. They will ask that you list any defects and send these in with photos and videos.  

It is important that we record any outstanding defects before the EOD deadline. When the current restrictions have been eased, your developer will make an appointment to undertake the work, however, please be mindful of the fact that this may take a few months for the Developers to clear the backlog due to the delays of the pandemic. We will keep you updated in the interim. 

Rents payments, welfare benefits and money

We understand that you may unfortunately face financial uncertainty during this challenging period. If you are worried about falling into arrears because you cannot pay us in the short term, please discuss your payment options with the Homeownership Services Team as soon as you can via email  You are still required to pay rent in full where possible. Howeverwe will provide flexible support, on a case by case basis, through this period of uncertaintyPlease also remember to make contact with your mortgage lender to discuss your options. 

Given the emergency legislation in place no one will be evicted because of arrears while this national emergency is taking place.   

I have had to self-isolate and can’t work. Can I have a payment break from my rent? 

You are still required to pay rent in full where possible, but we understand you may need help from benefits to do this.  Please make a claim to Universal Credit for support  to pay your rent for the period that you are away from work. You can apply here: 

There are currently long delays in contacting  JobCentrePlus by phone so if you have a current claim use your journal to make contact. If you do not have a claim and need to make one, you should make your claim online. 

My income has reduced considerably because of Coronavirus and I may struggle to pay my rent, what should I do? 

We understand these are challenging times for us all. Please get in touch with us at the earliest opportunity via email to discuss your options. You are still required to pay rent in full where possible but if needed we will work closely with you to try and provide flexible support through this period of uncertainty 

Contacting us

I am trying to get through to you on the phone, but the lines are busy. Can I contact you another way? 

Firstly, thank you for your patience. We are experiencing high call volumes and our homeownership services team are busy trying to help as many customers as quickly as we can.    

If you have a question or query that is not an emergency, you can email us on 


What to do if your finances are affected by Coronavirus

We understand that you may unfortunately face financial uncertainty during this challenging period. If you are worried about falling into arrears because you cannot pay us in the short term, please discuss your payment options with the Homeownership Services Team as soon as you can via email

You are still required to pay rent in full where possible. However, we will provide flexible support, on a case by case basis, through this period of uncertainty. Please also remember to make contact with your mortgage lender to discuss your options.


Staying Safe

Everyone should do what they can to stop coronavirus spreading. It is particularly important for people who:

  • are 70 or over

  • have a long-term condition

  • are pregnant

  • have a weakened immune system


  • wash your hands with soap and water often – do this for at least 20 seconds

  • always wash your hands when you get home or into work

  • use hand sanitiser gel if soap and water are not available

  • cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze

  • put used tissues in the bin immediately and wash your hands afterwards

  • avoid close contact with people who have symptoms of coronavirus

  • only travel on public transport if you need to

  • work from home, if you can

  • avoid social activities, such as going to pubs, restaurants, theatres and cinemas

  • avoid events with large groups of people

  • use phone, online services, or apps to contact your GP surgery or other NHS services


  • do not touch your eyes, nose or mouth if your hands are not clean

  • do not have visitors to your home, including friends and family

  • the NHS will contact you directly if you are at particularly high risk of getting seriously ill with coronavirus. You'll be given specific advice about what to do.

  • stay at home if you have coronavirus symptoms

  • stay at home if you have either:

  • a high temperature – you feel hot to touch on your chest or back

  • a new, continuous cough – this means you've started coughing repeatedly

Do not go to a GP surgery, pharmacy or hospital. You do not need to contact 111 to tell them you're staying at home. Testing for coronavirus is not needed if you're staying at home.

How long to stay at home

  • if you have symptoms, stay at home for 7 days

  • if you live with other people, they should stay at home for 14 days from the day the first person got symptoms.

  • if you live with someone who is 70 or over, has a long-term condition, is pregnant or has a weakened immune system, try to find somewhere else for them to stay for 14 days.

  • if you have to stay at home together, try to keep away from each other as much as possible.

Use the NHS 111 online coronavirus service if:

  • you feel you cannot cope with your symptoms at home

  • your condition gets worse

  • your symptoms do not get better after 7 days

Either contact 111 online at: or by calling 111. Only call 111 if you cannot get help online.