Coronavirus update

On 23 November the Government announced that the second National lockdown will end on 2 December and the new Winter Plan come into effect. We've published information about the Winter Plan here: 

Our current working arrangements remain consistent with the Winter Plan and our services will continue as they are. 
Over the last few months we have introduced a whole range of new ways of working which enable us to maintain services including:

  • video call appointments with neighbourhood managers and income officers which you can request on line or by calling customer services on 0300 323 0325
  • a new customer portal which is being rolled out to 1,000 more residents this week (look out for your invitation to join)
  • access to customer services via new channels like Whatsapp, a Chatbot and Live chat
  • up to date advice on the website
  • monthly on line Q&A sessions with our Executive team
  • regular emailing and texting residents (where we have up to date contact details) with updates
  • well being calls, and support provided where needed, to all our older and ‘at risk’ residents - which we are in the process of doing  again.
  • quarterly rent statements used to provide updates and
  • we are currently trialling more new initiatives like digital notice boards.

Our staff and contractors will continue to work hard to maintain services to you in a covid-secure way. Thank you for your co-operation and understanding.

 We will be carrying out repairs as usual.  At the time of booking a repair we will be asking you additional questions linked to the virus and before we come out to do the repair you will be asked again so that we can make sure our staff are safe. You will be asked to confine yourself to separate rooms from where the operative is working.  

You can use our chatbot to ask most general questions, report a repair and find out your rent balance. 

Please let us know immediately if you are self-isolating or you, a family member or another person in your home develops symptoms.

Our caretakers and cleaners will still be working and our Pest Control work will be on a case by case basis as agreed with our contractor.

Please keep a 2m/6ft distance to enable them to carry on with their work. Please only leave your rubbish in the designated areas and do not fly-tip.​

If our staff are present in your homes, please do not enter the room they are working in so that we can continue to maintain services. We will not be able to come into your home if you or a family member are self-isolating.

If you would like to make a payment

You can make a payment on our website here or call us on 0300 323 0325.

What if I am off ill or self-isolating and can’t pay my rent or have lost my job?

Please call us and ask to speak to the income team. We have specialist financial advisers who will be able to talk you through the options available.  Our aim is to offer support  in these circumstances including welfare benefits advice and offering realistic repayment arrangements if you fall behind with your rent.

You may be able to get Statutory Sick Pay (SSP) from your employer.

If you’re not eligible for SSP, you might be able to claim Employment and Support Allowance (ESA) if you’re ill, or elements of Universal Credit if you need help with costs like children or housing.
You will no longer have to go to the Jobcentre Plus to claim Universal Credit if you’re advised to self isolate.

Further information

You can find out the latest on the coronavirus by visiting:
Government advice:
NHS advice:

Supporting people

If you are self-isolating there are apps or join a local Facebook Group where people are volunteering to deliver shopping or help out in some way. or search If someone asks for your card details or money - this is likely to be fraud and not a helpful neighbour,  There is a likely to be phising emails where people may ask for personal details. Please do not give personal details, if you are unsure please  get in touch.