Supporting the most vulnerable and keeping our customers and colleagues safe is our priority. We’re monitoring and adapting the way we work as things develop and are working hard to ensure we can continue to provide essential services.

During this difficult time, in line with Government guidance, we are doing all we can to support our customers.

Our services are now heavily impacted, but we are working hard to attend to emergency repairs, provide essential services where it is safe to do so and we’re here to provide guidance and advice.

On this page you can find useful information which explains the effect on our services along with some useful links. A number of frequently asked questions are available below to provide guidance and support.


Our services

In the circumstances, we are only able to attend to emergency repairs. You can still log your repair below and when restrictions are lifted we will schedule an appointment with you.

We will continue to carry out essential safety checks, some maintenance works and servicing, along with routine checks/testing where it is safe to do so.

Our receptions are now closed to customers and visitors and where applicable, communal social spaces will no longer be open for use. Our priority is to make sure we keep you and our staff safe.

We are now only able to attend to emergency repairs, which are issues causing significant damage to your home or a significant risk to your health or safety. All pre-booked appointments and refurbishments are suspended.

Government guidelines state that we must adhere to gas safety regulations. Gas servicing is an essential service which ensures the safety of our customers. The guidance is clear and means that we must continue to carry out all scheduled inspections and tests where required, if possible and where safe to do so. Therefore, we have reinstated gas safety inspections and we will contact you if your service is due.

To protect you and our staff, it is important, if you or any of your household members have symptoms of the Coronavirus and are self-isolating for this reason or if you are at high risk, you make us aware when reporting an emergency or if we contact you to arrange a gas servicing appointment.

Your rent

Please contact us if you think you may be unable to pay your rent.

The important thing is to keep in touch with us, any customers whose finances are impacted as a result of COVID-19 can receive help, advice and support from our Housing Teams. We are taking an understanding and realistic approach to ensure we don’t create unnecessary pressure on our customers.

We want to help our customers and commit to not taking any unreasonable action with those struggling to pay their rent as a result of COVID-19.


Advice and support

We acknowledge these are difficult times for everyone and that for some people their home will not feel like a safe place (particularly where there is some form of abuse occurring domestic or otherwise). Families may be struggling in particular with children being at home and having access to enough food or money.

We are operating with restricted services and have reduced visibility of safeguarding issues within our homes.  We now rely on telephone contact and it is also important that communities look out for one another. 

If you are concerned that another of our customers (or their children) may be at risk of harm contact us to report a safeguarding concern and we will contact the correct agency.  

Useful links

If you or someone else is at immediate risk of harm call 999.

If you are experiencing domestic abuse you can report this to the Police silently by dialling 999 then pressing 55.

Below you will find useful links to help signpost you to organisations who are there to help with issues you may be facing. Alternatively our housing teams are also able to speak to you and signpost you to a wider range of support. 

Mental Health

Young minds


Food provisions

Trussel Trust Foodbanks


National Crime agency

Alcohol & Substance Misuse

Alcoholics anonymous

Talk to Frank

Improve your digital skills

Digital and numeracy skills are amongst those that are most sought after by employers, and can help you progress in work and boost your job prospects. Digital skills can be anything from using social media and staying safe online to coding, programming or digital marketing.

Through the Skills Toolkit the government are providing free, digital and numeracy courses. Find out more by clicking the link below.

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