Coronavirus - Important Information for Customers

Last updated: 20.01.2021

We want to thank all of our customers for their continued understanding whilst we are continuing to work through the current COVID-19 pandemic.

We have now reviewed the latest Government guidance and will be making some temporary changes to the services we deliver for customers, to support the national advice and help to reduce the spread of infection. The safety of our customers and colleagues remains of utmost importance and we are working tirelessly to make sure that the health and well-being of everyone in our communities is protected.

We’ve reviewed our risk assessments to make sure that we comply with the Government’s latest guidance on managing risk and being ‘COVID-secure’ and we have consulted with customers to ensure that the steps we are putting in place takes a safety first approach.

We will continue to communicate and update the information here about our services, what you can expect and how we will support you to stay safe.

See below for the changes we are making to our services.

Take a look at our FAQ’s page to see if this could help answer your query click here to view our FAQ page

Contacting us

We are here should you need to contact us, however our face-to-face contact with customers is still reduced, to prevent the spread of infection and keep customers and our colleagues safe.

If you need to contact us, we have a variety of ways you can get in touch.  You can contact us on-line using our web chat facility but if you need to call us you can do so on the following numbers:

  • Rented customers, please call 0161 447 5151.
  • Leasehold and shared ownership customers, please call 0161 447 5158.
  • For sales enquiries, please call 0161 447 5050.

Office opening times are Monday to Friday 8 am – 6 pm.

Customers can also contact us via email and we would ask that you do this where possible.

Rented customers:
Leaseholders, freeholders and shared owners:
Sales enquiries:

This situation may be a worrying time for you and should your circumstances change or you need any advice or support, please do get in touch so we can help you or give you information of other organisations who may be able to assist you at this time.

We are now making changes to our Repairs Services and will now be providing an Emergency and Essential Repairs service only.

An emergency repair is anything causing immediate risk to the health, safety and security of any occupants and/or visitors to your home, or causing immediate damage to a property’s structure, fixtures and/or fittings.

An essential repair is a repair that would could serious discomfort, inconvenience or cause long term deterioration of the building if not completed in a timely manner.

Visit this page to understand what is deemed an emergency or essential repair (see copy to create new web page attached to email and then add link for page once created)

With immediate effect:

  • Non-essential repairs in your home will not be carried out. This includes things like faulty cupboard doors, plastering repairs or broken tiling. If you have a non-essential repair appointment already booked with us, this will now be cancelled and we will let you know when you will be able to contact us again to rearrange the appointment. If you need to book a non-essential repair, please do not call us now to make an appointment, we will let customers know when they can contact us again to log their non-essential repairs.
  • All emergency and essential repairs to your home will continue, which includes things like major water leaks, loss of power, broken glazing
  • External routing repairs such as gutters, roofing and groundwork will continue as normal under COVID-secure procedures.
  • Inspections and assessments that are necessary for essential works will where possible be carried out remotely using photographs and video.

How we will keep customers safe

Our colleagues who are working to deliver services in your home will ensure they follow all of the Government guidance to keep you safe.

Once your essential or emergency appointment has been confirmed, prior to the repair operative attending your property, they will call you to carry out a telephone assessment to confirm there are no changes to any circumstances to the health of all residents within your home.

On arrival at the property the repair operative will also make a final check with you to confirm if you have been unwell/other residents in the property have been unwell or are shielding. The doorstep check is a final precautionary measure to protect the health and wellbeing of customers and colleagues. Whilst this may appear intrusive it is necessary to make sure we can deliver your service safely.

All of our colleagues who visit your home to carry out a repair will be wearing Personal Protective Equipment (PPE) and will follow a strict cleaning regime including sanitising their hands and using antibacterial wipes to clean the working area of the repair and their tools and equipment.

If you’re unwell but your repair is an emergency, we’ll put special measures in place to get your repair done. If for any reason this isn’t possible, we’ll talk to you about whether there’s another way we might be able to gain access and resolve the issue.

What you must do to keep our colleagues safe

When we carry out any essential or emergency repairs in your property the repairs operative will advise you to:

  • Make sure that you keep a 2 metres distance whilst they carry out the repairs in your home
  • Make sure the area where the repair is being carried out is well ventilated – open windows and doors
  • Make sure that all internal doors in your home remain open, to minimise contact with door handles
  • Make sure all residents in your home move to another room, as far away as possible from the room where the repair is being carried out

Remember it is really important that you keep a 2 metre distance from our colleagues at all times, stay in a different room from where our colleague is working and if possible wear a face covering.

Mixing with other households is now against the law unless the person is part of your support bubble, therefore if we are due to attend your home and the safety of our colleagues is at any risk due to social mixing then our colleagues will not enter your property and your visit will be cancelled. 

Gas Safety and Our responsibility

The safety of our customers is a top priority. When it comes to gas safety, it's a legal requirement that an annual gas safety check is carried out in each of our rented properties and that your gas appliances are serviced regularly and checked once a year.

The Health and Safety Executive has confirmed that in accordance with Public Health England guidance, our obligation to carry out an annual gas safety check at all of our properties has not been relaxed and we are still required to complete this essential work.

Therefore if you are due to have your annual gas safety check, we will be writing to you shortly to inform you of our plans to carry out this essential work.

We want to reassure you that any work carried out in your home, either by ourselves or by our contractor, will be done following government guidelines. This means they will implement social distancing keeping 2 meters apart and will also wear personal protective equipment where required. All engineers that visit your property will be taking all the necessary precautions whilst working in your home in order to keep you and them safe.

Cleaning and Maintenance

We have delivered a full caretaking and cleaning service at our blocks and schemes, working to Public Health England guidance throughout the pandemic. In addition we also increased our level of cleaning service at some Independence & Wellbeing schemes to reduce the risk to customers. Our caretaking and cleaning service continues to maintain their schedule across all of our blocks and schemes, to help prevent the spread of infection.

Our Grounds Maintenance contractors are delivering services across our neighbourhoods and will continue to maintain their maintenance schedule. They are adopting the social distancing requirements outlined by the Government to ensure customer and colleague safety. We ask that you also respect social distancing measures and remain in your home whilst any works are undertaken.

Investment Programme

Our planned investment programme of works to customer homes has recommenced. We have reviewed all of the guidelines issued by the Government and Public Health England and we want to reassure customers that all work undertaken will be carried out safely.

If you are due to receive investment works in the near future we will contact you to inform you of our plans and the safety measure we will be putting in place.

The current situation across the Country will be affecting many of our customers in different ways and making sure you have a safe place to live is a priority to us. If your circumstances have changed and you need help and support, please get in touch to see how we can help you.

We appreciate that this is a very difficult time for everyone and the current situation may impact your ability to pay your charges. We can assure you that you will not be evicted if you are negatively affected by Coronavirus but we ask that if you are unable to pay your rent or service charges you speak to your Property Income Manager to discuss the situation.

If you are in receipt of benefits or still working, you will be expected to pay your charges as normal. We understand that each of our customers’ personal circumstances are different; so we have put together some frequently asked questions to assist you.

Click here to find out more

The Government has set out what Personal Protective Equipment (PPE) should be worn, and when, and we want to reassure all customers that all our colleagues have the appropriate PPE to carry out their roles safely. Please don’t worry if you see any colleagues wearing varying levels of PPE, as this is all in line with our full risk assessments and the Government’s guidance. If you have any concerns, please feel free to ask our colleagues, whilst maintaining social distancing rules.

Please read the latest advice from the Government to see how you can keep yourself and your family safe.

Please remember that if you are self-isolating or have a confirmed diagnosis of Coronavirus, it’s really important that you let us know so we can plan accordingly to keep you, our colleagues and our communities safe. 

The Government information around Coronavirus changes frequently. We advise you to keep a close eye on the NHS website and the Government website for up-to-date information.

Remember you can help to protect yourself, your community and our colleagues by following the government guidance. Please make sure you practice social distancing and keep a two meter distance between yourselves and anyone outside of your household. Remember:

  • Do not gather at the doors
  • Do not gather in the corridors or communal areas
  • If you have a communal lift, only one person in the lift unless direct family members
  • Respect our colleagues and make sure you give two meters distance. The health and wellbeing of all our customers is our priority, even more so for those most vulnerable and our resources will continue to be directed to supporting these customers.