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Home > Housing > Advice for our tenants - Coronavirus

Advice for our tenants - Coronavirus

We are working hard to stop evictions of any tenant who cannot pay their rent because of coronavirus.

If you are struggling to pay your rent, please inform us as early as possible so we can work with you. 

Keeping our tenants and staff safe is always important 

Watch our short video to show you how we can work together to stay safe while maintaining your home.


How can I contact you?

We want to maintain services, especially for residents who are particularly vulnerable. If you are struggling at this difficult time and you think we may be able to help, then please get in touch.

Email our rent collection team

Email our tenancy support team for a range of advice

Phone 0300 123 4000 from 8.45am

For emergency repairs or to report dangerous structures, call 0808 168 7794

For a text mobile service for hard of hearing customers, call 07827 842 833


How do I help prevent coronavirus from spreading?

Look on the NHS England website

General advice is:

  • wash your hands regularly with soap and water for at least 20 seconds
  • use hand sanitiser gel if soap and water are not available
  • cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze - put tissues in the bin and wash your hands
  • avoid close contact with people who have symptoms of coronavirus
  • work from home if possible, and avoid unessential travel and social activities
  • use phone, online services or apps to contact your GP surgery or other NHS services


What are you doing as a result of the coronavirus?

We must do all we can to keep you and our staff safe. We also want to stop the virus from spreading.

We will be calling tenants before an appointment to check you are ok and still want to go ahead with your appointment. 

If the appointment does not have to be in person, we will offer other ways to discuss your request such as on the phone.

We will also be following “social distancing” on any visits. 

Only essential repairs including but not limited to; power cuts, uncontrollable leaks or floods, blocked drains, insecure doors or windows, or fire alarm faults will be completed.

Before we come to your house, we will tell you what to expect. If this does not work for you, we will explain why.


What should I do if I have to self-isolate and I’m due to see someone?

Please contact us and let us know – we all have a role to play to prevent the coronavirus from spreading. Read the NHS advice about staying at home


I’ve been unable to work because of the coronavirus and do not have enough income to pay my rent. What should I do?

We understand and want to work with you to make sure that you are able to cover your bills. 

We are working hard to stop future evictions of any tenant who cannot pay their housing rent directly because of coronavirus.

We always encourage you to get in touch as soon as possible if you are struggling to pay your rent, and that remains the case.

We offer a range of advice and support including our Tenancy Support service who can help with making sure you are getting the right income. Email the Tenancy Support Team - they may also be able to put you in touch with other support agencies who can help.

Guidance from the Department for Work and Pensions  - gives advice on how to claim benefits during the Coronavirus outbreak, whether you are a new or existing claimant, and also includes advice on Statutory Sick Pay.


Am I at risk from catching it from a member of your staff?

All of our staff are regularly encouraged to keep up-to-date with the latest health advice and to maintain good hygiene. 

All of our staff that can work from home are doing so.

There are strict rules and staff will not be meeting in groups and they are social distancing if they are together or in the office.

Like everyone else, staff are self-isolating at home if they or a member of their family have symptoms. 


What will happen to our services if your staff catch the coronavirus?

We are always watching the situation and have plans to make sure we can continue to deliver services. 

You may experience delays in service or in some cases, a reduced service but we are confident we can continue to support you and your family in your home.

We may have to cut back on some services. Where this happens, we will respond to emergencies and other urgent work and we will make sure to update you.

We ask you to work with us through this challenging time.

Our website has a lot of information that may provide you with the answers you need. If you are a tenant you can Visit the "My Home" Tenant Portal for further information and pay rent and update your personal details. 


I am a local business, what do I do if an employee suspects they have the virus?


Read government advice for employers and businesses