Supporting our communities in these extraordinary times

We are doing everything we can to provide as wide a range of services as we can during the pandemic.

Woman on phone talks to customer

Please remember we’re here for customers 24/7 and will do everything we can to support customers and their families through the challenges they’re facing.

Thanks again for your patience and understanding as we work together to combat Covid-19. Please continue to check our website regularly for the latest information on our services and get in touch if you have any questions.

Here we explain how our services are currently affected.

Housing offices and staff

Our offices remain closed. Our housing, letting and factoring staff are working from home in line with government guidance. They are supporting customers daily in a wide range of ways by phone and online.

We are still here for customers 24 hours a day, seven days a week, over the phone and online.

Keeping customers safe

Annual gas safety checks are not only essential, but a legal requirement. We’re asking all customers to do all they can to ensure theirs goes ahead – when it’s arranged – at the time we’ve agreed with them.

Our programme of upgrading heat and smoke detectors in tenants’ homes is also continuing. Again, we’re asking customers to be at home at the agreed time to ensure their smoke and heat detection system is fitted to the current standard. Customers will receive a letter with an appointment, and how to rearrange it if it doesn’t suit.

Our Home and Fire Safety teams are available to give customers information and advice on keeping their home safe and secure.

Letting homes

We are continuing to let homes as before, and continuing to prioritise letting homes to people most in need, including the homeless, those living in overcrowded conditions or who need an adapted property and older people looking to move to a home with LivingWell services.

Our online housing application system, MyHousing, is available if customers want to apply for a home, update their application or note interest in available properties. We're currently unable to offer mutual exchanges at this time.

Here to help

We are urging all customers who need help, to TALK TO US.

If customers are finding it difficult to pay rent, or need support on Universal Credit, there are many ways we can help. Our housing officers, welfare benefits and fuel advisors are calling and supporting tenants and their families every day.

Our Group Protection team offers support on everything from suicide prevention and adult and child protection to illegal money lending, hate crime and domestic abuse.

We are urging everyone to contact us through our website and by email so that we can deal with emergencies and the most vulnerable people by phone.

Friday, January 07, 2022