Coronavirus - our Covid-safe services

Our offices remain closed, but we are still here for you. Find out how we're adapting how we work to continue to provide vital services.

Last updated 4/01/20

Government restrictions are changing in early December. It's still our priority to keep you and your home safe whilst carrying out all the duties that are expected of us as a landlord. 

We will still deliver emergency repairs and essential servicing, but all routine and planned jobs will be prioritised based on resource availability and urgency.

Our responsibilities during the COVID-19 outbreak

  • To keep our customers safe and to keep their homes free from hazards.

  • To carry out the necessary repairs to do this.

  • To take a common-sense approach to non-urgent issues in your home.

  • To carry out all scheduled compliance inspections and tests where they are needed.

  • Find out more: What is an emergency?

So we will:

  • Always work in and around your home in a Covid-safe way.

  • Carry out all emergency work as usual.

  • Keep on doing our planned gas and electrical checks.

  • Continue with inspections both inside and outside your home.

  • Prioritise outside work wherever possible.

  • Please note, we'll keep a record of any non-emergency work that comes in. These jobs will be assessed by the senior team and planned in for a later date.


    You can request a repair in all the usual ways. 


    Log a repair with My Account

    Get in touch

Tenants' responsibilities during the COVID-19 outbreak

  • To let us know if there are any issues with the condition of your home and to work with us to put them right.

  • To allow the Trust - or our contractors - into your home to inspect or fix urgent health and safety issues and carry out routine servicing (e.g. gas service).

  • To stick to the terms of your tenancy agreement wherever possible, including paying your rent.

  • To follow the government advice to help keep everyone safe. As with the previous lockdown, we will be responding to complaints about people who are not sticking to the rules. We will issue solicitors' warning letters if appropriate. 

Our offices are closed

But we're all working from home and ready to help if you need us. Get in touch in the usual ways.

Most importantly, speak to us

During this uncertain time, it’s important to remember that we're here to help and support you.
You can contact us by:

Our phones are quite busy, but your call is important to us. Please be patient. We really want to talk to you.

If you have an emergency, please get in touch straight away.

Are you struggling alone through this lockdown? Is loneliness getting you down? Maybe someone you know needs help with groceries or medication. Perhaps you feel unsafe in your own home. Don't suffer in silence. There are people who are ready to help.

Find practical help and support here

If you are having difficulties paying your rent, contact us straight away.

Above all, we want to help. Don't struggle alone.

Read our rent Q&As

Ways to pay your rent during the outbreak:

  • My Account
  • Direct debit
  • Standing order
  • Calling 0800 012 1311

Until you're advised otherwise, you can also:

  • Pay by post
  • At the bank

If you would like to talk to someone about your rent, email and someone will be in touch.


If you are contacting us to report a repair, we will be taking additional precautions to keep you and our staff safe.

Don’t be surprised if you are asked a few more questions on the phone or at your front door, e.g. 'is anyone self-isolating with symptoms?'. We are doing this to help keep everyone safe, so we hope you understand. Any personal health information you provide will be kept confidential.

We will continue to deliver emergency repairs and we will prioritise routine and planned jobs based on resource availability and urgency. This means that we can operate in a Covid-safe manner.

Ways you can report a repair:

We will be continuing to carry out servicing to make sure that all our homes are safe. This will include things like: 

  • Electrical tests 
  • Gas servicing 
  • Water safety testing 
  • Fire safety assessments, servicing and testing 
  • Asbestos risk assessments 
  • Testing and servicing of lifts 

Our grounds maintenance service will continue to run as close to normal as possible under the current conditions.   However, for Covid reasons, we do have a smaller-than-usual team. If you experience delays, we do apologise and thank you for your patience. 

If we are part way through doing up your kitchen or bathroom, we will finish the work. But, if we haven’t started on yours yet, we will need to postpone the work until further notice.

We will keep reviewing this based on the latest government guidance. 

Protect yourself, your community and our teams by following the government guidance.   

Latest government guidance 

If you are concerned that a neighbour isn't following these guidelines, please get in touchIf we need to, we will take appropriate action  

Ways to get in touch  


Covid-19 risk assessment

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