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


Our service delivery during the COVID-19 period

We understand that with the ongoing coronavirus outbreak, this is a time of tremendous uncertainty for you and your family. We wanted to communicate with you about the precautionary steps we’re taking in this unprecedented situation and how certain services will be impacted as we need to make difficult choices to ensure your safety and the safety of our employees.

Continuing to provide support to safeguard you and our service providers during this time is of vital importance to us and we are doing all we can to ensure that you still receive a good service.

For your safety, and for the safety of our employees, we are taking steps to minimise in-person contact consistent with government guidance around social distancing.

What this means for you is that unfortunately we will only be able to prioritise attending to emergency repairs until further notice. An emergency repair is any problem that could be a security risk or cause harm to you, another person or to your property, and includes:

  • Gas leaks

  • Uncontainable water leaks

  • Complete loss of heating and hot water

  • Electrical or fire risk

  • Property security

We will of course make arrangements with you to complete your repair when the current restrictions have been lifted.

Unfortunately, the Coronavirus situation will impact the level of service to you and we will not be able to meet all our customer service standards. It is also possible that you will experience an increased delay in getting through to our service provider so it will take longer than usual to speak with someone. 

In line with Government guidance to safeguard all concerned, our offices and those of our service provider will be closed to the public. We are however working hard to ensure we can continue to provide essential services for you and have plans in place to maintain these services. If you do need to contact us to report an emergency, please ring the Customer Service Centre on 01772 667002 or you can visit to report a repair online.

We want to keep in touch with you so please keep us up to date with any changes to your email, mobile or landline number. To do this, contact us via



What to do if your finances are affected by Coronavirus

We understand that you may unfortunately face financial uncertainty during this very challenging period. If you are having issues making your rent payments, please feel free to contact us on 01772 667002 or you can visit and we will work with you to manage your finances and rent payments.

We want to keep in touch with you so please keep us up to date with any changes to your email, mobile or landline number. To do this, contact us via


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.