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Advice for tenants

We are now starting to return many of our tenant services to what they were before the pandemic. If you require a repair or an appointment we would ask that you report it to us in the normal 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.

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 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 Gas 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 appliances are working correctly.

The safety of our residents and staff is paramount and all the 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 & Safety Check contact us by:

  • telephone: 01623 457999.

Major improvement works

Most of our programmes of major improvement works have resumed, however the more intrusive types of works within the home involving longer durations will not resume just yet.

Like with booking repairs we will ask if you are displaying any symptoms of the virus, self-isolating or shielding. If you are symptomatic or self-isolating or shielding, we will look to re-schedule the works to a mutually convenient time when it’s safe to do so.

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.