Coronavirus – Updated advice for residents

We want to keep you updated on the changes we have made to our services as part of our efforts to support the containment of COVID-19. We’re continuing to deliver essential services but wanted to advise you of the changes and how these may affect you:

Paying your rent
If you’re worried about being able to pay your rent, or as a result of COVID 19, are worried that this may affect your income i.e. due to your hours of work being reduced or you are self-employed and are having to self-isolate, please get in touch with us as soon as possible to discuss how we can support you.

Contact Rents on 01253 477900 select option 1. If our lines are busy, please leave a message and a member of our team will get back to you. You can also email us at

Reporting repairs
We are responding to requests for Emergency repairs.

When you contact us to report an emergency repair, we will ask if you are self-isolating because of COVID-19. If you are, we will share this with our staff so that we can assess the level of risk to our operatives.

If you are self-isolating because of COVID-19, our operatives may attend wearing protective clothing, such as masks or gloves and please don’t worry if they ask you to keep at a distance while they carry out the repair, this is to ensure we work safely and reduce the risk of spreading the virus.

Gas and electrical safety checks
We continue to carry out our statutory and legal duties, which include carrying out gas and electrical safety checks. When we contact you to book an appointment we will ask if you are self-isolating because of COVID-19.

If you are self-isolating because of COVID-19, our appointed contractor operatives will again ask if you are self-isolating because of COVID-19 to ensure they work safely and reduce the risk of spreading the virus.

If you are living in our sheltered accommodation
If you are a resident living in Sheltered accommodation, our officers are offering a daily intercom call and are prioritising those of you with no family support. We will continue to respond to emergency requests for support and coordinating our response with Vitaline, our contractors as well as relevant statutory services.

ASB and Neighbourhoods
You can report ASB to us at, or call 01253 477900 (option 3), or for out of hours ASB reporting please call 0800 073 0184 or 01253 477678. However please note that we may only be able to respond to instances where there is an urgent need.

If you have a query about your tenancy you can still get in touch with our staff who will be available by phone and email.

Planned works
We have now suspended works around Kilmory Place and at Argosy Avenue as well as having postponed the start dates for works due to take place over the coming weeks.

Our team will contact you if you are affected by these changes, if you have any queries you can contact the team by email at

Care and Repair and Adaptations
Although we have suspended face to face appointments, our Care and Repair service is available by phone 01253 47900 select option 4 then option 2 or email care&

We are continuing to carry out major adaptation work to properties where works have begun but have temporarily delayed the start of upcoming works. Our team will contact you if you are affected by these changes.

For any enquiries please contact the team on 01253 476679 or email

Community activities
Following guidance from the Government on limiting face to face contact with potential vulnerable people we have temporarily suspended a number of community events and meetings. These include our Community Awards, TOWER and Customer Panel meetings, estate walkabouts, Empty Homes Inspector meetings and activities delivered from our community centres.

Green spaces and communal gardens
We have temporarily suspended maintenance across our green spaces. When using the communal gardens please take care to adhere to the guidance on social distancing from Public Health England here

More Positive Together

If you are struggling to gain employment or worried that you may be at risk of being unemployed and would like some help to get back into work, you can contact the team by phone on 01253 477920 or email

If you are over 70
If you are over 70 and not living in our sheltered accommodation you may have received a call from us asking if you are ok and whether you need any support.

If you haven’t please can you contact us on 01253 477900 and select option 3, in the coming days we will be sending out a letter to you to ask for your up to date contact details.


Please note you may experience an increase in waiting times or have to try again as our phone lines may be very busy. We apologise for the inconvenience this may cause and thank you for your patience during this time.

Thank you for your co-operation and we will continue to keep you updated on our service delivery.


Help and advice on COVID-19
If you have any concerns about COVID-19 you should follow the NHS and Public Health England guidance.

NHS – health information and advice on COVID-19:


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