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Advice for tenants

In line with the latest Government guidance, we are continuing to operate many of our tenant services as normal. If you require a repair or an appointment we would ask that you report it to us in the usual way. 

We are still carrying out gas safety checks and fire and smoke alarm tests as normal. If you have a repair request you can request a repair online or contact us by:

  • telephone: 01623 457999.

When you report a repair you will be asked if you or anyone in your household have any symptoms of coronavirus or are self-isolating before the repair is booked. If you do have symptoms or are self-isolating our repairs team may ask that your repair is scheduled for a time when you and your household are able to receive visitors again.

We appreciate that these are uncertain times and you may feel anxious about people entering your home, but please be rest assured that we are doing everything we can to ensure both our staff and Tenants remain safe.

In line with Government Guidance and our current risk assessments, we would ask you to minimise contact wherever possible and to continue to maintain the social distancing recommendations. The use of face coverings and PPE is not mandatory unless you are unwell or self-isolating, but if you would like us to take extra precautions when visiting your home, please let us know and we will be more than happy to accommodate your request.

What if you are unwell or self-isolating?

If you or your household are unwell or self-isolating and you have a repair which must be dealt with as an emergency (such as an issue with gas, electric or a severe leak) we will endeavour to visit your property promptly. For everybody’s safety we would ask that you stay away from the area to be worked on and keep a safe distance away from the operative when they arrive. Once in your home our repairs team member will be wearing disposable overalls, face mask, gloves and will wipe down all surfaces in the area where the repair is to be carried out, and the same when leaving.

You only need to let us know you are self-isolating if you have or are trying to book a repairs or housing officer visit. If you receive an unplanned visit from one of our team, they will ask if you are self-isolating or have symptoms of Coronavirus – please make sure you let our team know before they enter your home.

Shortage of construction materials

The pandemic has resulted in a national shortage of some construction materials which may impact our service at times. Please be assured that we are working tirelessly to locate and purchase the required items. In the meantime we ask for your patience and understanding if certain works are delayed as result of this situation.

Property Health and Safety Checks

We continue to conduct Property Health and Safety Checks to ensure our Tenants remain safe in their homes.

At a time when tenants are spending more time than ever within their homes it is extremely important that we are able to check that gas and electrical installations are working correctly.

The safety of our residents and staff is paramount to us, whilst our Partner is undertaking your essential gas and electrical checks they will wear all necessary PPE and social distancing will be followed.

If you are a tenant that falls into the high risk vulnerable group or you are self-isolating due to coronavirus and have an upcoming Property Health and Safety Check contact us by:

  • telephone: 01623 457999.

Major improvement works

Some of our programmes of major improvement works will still need to be carried out during the pandemic.  

We will ask if you are displaying any symptoms of the virus, self-isolating or consider yourself or members of your household to be to clinically extremely vulnerable. If so, we will look to re-schedule the works to a mutually convenient time where possible. However, if the works are essential, we will work closely with you to ensure that these essential works are carried out safely.

As always, we will notify and liaise with you in advance of carrying out any major improvement works to your home.

In the meantime, if you have any questions or queries about major improvement works, you can contact us by:


We will continue as normal, prioritising those who are rough sleeping and those who are at imminent risk of losing their home. There is further information in the at risk of being homeless section of this website. 

Follow the instructions on HomeFinder to complete an online triage form if you are homeless or threatened with homelessness or contact us by:

  • telephone: 01623 450000.


The Letting process is now open. 

Applications from those seeking council and Housing Association accommodation can be made via the HomeFinder website.

Any queries contact us by:

  • telephone: 01623 608888.

Rents and money advice

Although the offices are now closed to the public, our officers will still be on-hand to provide advice and support. Contact us by:

Why not log into our Tenant Portal. From this you can manage your Tenancy online. The Tenant Portal provides self-service for our tenants, with instant online access to information about your tenancy.