Our services continue to stay open during the national lockdown in England

Updated at 1pm on Wednesday 4 November 2020

The Government recently announced England will go into a month-long national lockdown to help combat the rising number of COVID-19 cases across the UK. New restrictions come into force on Thursday 5 November and at this stage are expected to last until Wednesday 2 December.

Earlier this year we worked hard to bring our services back in a COVID-secure way and we are still very much open for business. The delivery of our services has been risk assessed to ensure they are all COVID-secure for colleagues and customers.

The new restrictions allow us to continue to deliver important services such as repairs and maintenance, independent and supported living services, support and advice, estate management and vital health and safety checks on our customers’ homes.

All of our repairs and maintenance services continue to run as normal in a COVID-secure way, including emergency and routine repairs, planned improvements such as kitchens and bathrooms, external works and essential safety checks. We continue to monitor the developing situation and follow all advice issued by the Government and Public Health England.

If we are working in or visiting your home we will:

  • Check that you (and members of your household) are not self-isolating and do not have symptoms of the virus before we come into your home
  • Make sure we socially distance when in your home
  • Limit contact with you and your household, asking you to move into another room to where we’re working
  • Wear a face covering and ask you to as well where possible
  • Make sure we wash and sanitise our hands regularly
  • Clean the area we’re working in when we arrive and again when we’ve completed the work.

We understand you may feel more comfortable postponing any routine appointments you have booked in over the next few weeks. Please call us as soon as possible on 0345 065 5656 if you want to postpone your appointment. We will continue to attend all appointments unless you tell us otherwise.

Please remember you must allow us access to carry out essential safety checks such as your gas safety check – these are required by law.

Contacting us

All customer-facing reception areas will temporarily close to customers from Thursday 5 November for the duration of the national lockdown. Community centres also remain closed, and we are limiting access to our extra care schemes.

Our colleagues will still be on hand to provide support and answer any queries you may have via the contact methods below.

Making payments

  • Due to COVID-19, we are taking digital payments only
  • If you used to pay your rent in cash, now is the ideal time to set up an alternative payment method:

If you need to pay cash, you can do this at your nearest PayPoint or Post Office. You will need a rent card or an Allpay payment card and your personal reference number (PRN).

We’re here to help

We know these are challenging times, and have continued to help many customers throughout COVID-19 with support on a range of issues including money advice, isolation, guidance through the welfare system and where to access other support services. If you need help, in any way, we encourage you to contact us so we can find the right support for you over this period. If you wish to make an appointment via telephone or video call with specific teams to discuss housing, rent and income or employability, please use live chat where we will be happy to arrange this.

Future updates

As the situation continues to develop, we may have to make more changes to our services. We will update our website, social media, Me & My Home and email you if this happens. If you have yet to sign up for email updates from us you can complete this form to request this. You can also receive updates by registering for an account on our online customer portal, Me & My Home.

We thank you for your understanding and co-operation during these difficult times and your continued support in keeping one another safe.