Doing things differently

Delivering services while keeping you safe

To help keep everyone safe during the pandemic, we’ve made some changes to our services. We’re also offering extra support if you need it.

Here’s a round-up of what we’re doing differently and what you can expect from us for the foreseeable future. We will update you via our website and social media as things change.

A summary of the changes

  • You can still report emergency repairs
  • Our Careline service is operating as normal
  • We’ll continue to carry out gas safety checks
  • Support available if you’re struggling to pay your rent

Emergency repairs

We’ll only visit your home in an emergency. This means that we won’t be carrying out less urgent repairs for the time being. We’ll continue to carry out emergency repairs and gas safety checks providing these can be done safely. We may also be able to do external repairs where access to your property isn’t needed.

If we need to come into your home to carry out an emergency repair, as a precaution we’ll need to ask you if you’ve had any symptoms of COVID-19. Our operatives will sanitise their hands before entering and leaving your home, will wear full personal protective equipment if you have symptoms or are self-isolating, and will stay at least two metres away from you. They might ask you to move to a different room while they carry out the repair.

We’re doing all of this in line with Government’s safe way of working guidance and our own risk assessments.

Careline on hand for urgent assistance

Our Careline community alarm call handling service will continue to run as normal, as will our emergency mobile response service as long as this can be done safely.

If you become unwell or have a fall, our team will make sure emergency help comes to you either through ourselves or the emergency services.

Contact Careline using the equipment provided to you to alert our operators if you need urgent assistance day or night. Please remember to wear your Careline pendant at all times.

Rent support

If you’re worried about paying your rent because the pandemic has led to a drop in your income, please get in touch with us on 01204 328000. We’ll do what we can to help.

If you’re sick, caring for others, or can’t work for another reason due to coronavirus, we can discuss how we might be able to help you.

If you have access to the internet, we have a page on our website dedicated to money advice. It has tips on managing your money and information on what benefits may be available and other sources of support and advice. Visit to find out more.

Nobody will lose their home during the pandemic for failing to pay their rent as a result of financial hardship caused by coronavirus, and we’ll continue to support each other as a community. Those who are still able to pay their rent promptly should do so as it helps us to support public health initiatives, reduce homelessness and support more vulnerable people within our neighbourhoods.

Support for those worried about domestic abuse and violence

One of the concerns raised nationally is the potential for the country to see an increase in domestic abuse and violence. For some people, staying at home could put them at increased risk.

We have a specialist Domestic Abuse and Violence Team who will continue to work with families during this difficult period. If you’re experiencing domestic abuse, or you’re worried about someone else, you can contact us in confidence by calling 01204 329636, 01204 327997 or 01204 328000 during office hours.

Always phone 999 if you’re at immediate risk of harm.

Here are some alternative helplines that we recommend.

National domestic abuse helplines

Refuge helpline for women: 0808 2000 247

Respect helpline for men: 0808 801 0327

Galop LGBT+ helpline: 0800 999 5428

Victim Support helpline: 0808 1689 111

Local domestic abuse helplines

Endeavour helpline: 01204 394842

Fortalice helpline: 01204 365677

If you have the internet, you can find more information on our website at

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