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COVID-19 Update

Repairs Service Update – 20 July

Routine repairs

Our repairs and maintenance service is continuing to operate as normal in a COVID-secure way.

We’re doing our best to respond to all repairs and deliver a great customer service, but the circumstances we’re operating in are still far from normal. We’re currently experiencing a high demand for our repairs services and we’re struggling to meet this demand due to some repairs staff having to either self-isolate or having a confirmed case of coronavirus.

We’re very sorry for any inconvenience this may cause to our customers waiting for a repair. We’re doing all we can to complete the repairs that are already booked in, and we’re only rearranging appointments where it is necessary.

You may experience a delay in the time it will take us to complete your repair. Or we may have to rearrange a repair appointment if we must respond to a change in staff resources at short notice. Our sub-contractors are also experiencing similar issues.

We know it is not ideal to wait for a repair to your home and we’re asking for your patience and understanding whilst we work our way through the continuing impact of COVID-19.

The following video features our Plumbing Technician, Ron Privett and our Planner, Alexandra Whitehead to provide you with a little more information

Emergency repairs

Our response to emergency repairs remains unchanged. We’re prioritising emergency repairs and will respond to them within 24 hours.

An emergency repair is usually where there is an immediate risk to life and/or a danger to property that requires making safe urgently, such as:

  • a burst water pipe
  • serious electrical fault
  • no heating or hot water (October to March only)

Our team are working hard to overcome the challenges we’re facing but currently over 37% of all our customer reported repairs are being raised as emergencies. When reporting repairs to your home, please consider whether it is a genuine emergency. Reacting quickly to emergencies places additional pressure on our service, increases the cost and extends waiting times for non-emergency repairs. It is important we classify your repair correctly to help maintain services for all customers.

Gas/electrical safety checks and fire safety improvements

Our essential gas/electrical safety checks as well as fire safety improvements will continue, unchanged. This work is vital to keep you and your neighbours safe.

It is important for us to access your home or any communal areas to carry out these essential works. While working, we will follow safe working practices to keep both you and our staff safe.

Please let us into your home to help us keep you safe and to ensure that your home meets the current safety regulations.

Safe working practices

Despite the changes in the Government guidance from Monday 19 July, our staff will continue to follow safe working practices to prevent the spread of COVID-19.

To keep you safe we will:

  • Ask before we enter your home to check if anyone has had Covid-19 or has Covid-19 symptoms
  • Show you our official ID and check again to make sure it’s safe to enter your home
  • Follow guidelines to support social distancing, good hygiene and minimise touchpoints to limit the spread of germs
  • Have cleaned our hands with anti-bacterial wash and will wear a face covering
  • Try to limit the amount of time we spend in your home

Contacting us

You can contact Together Housing in the following ways:

  • Online– This can be done 24 hours a day by the online form
  • Telephone– 0300 555 5560 – lines are open between 9am and 5pm Monday to Friday.  From 5pm and at weekends an emergency service is available on the same number.



Update on Receptions – 20 July 2021

Although the Government have confirmed that there will be an easing of restrictions from 19 July, we have taken the decision to keep our reception areas closed at the moment, for health and safety reasons. We operate in areas that have some of the highest cases of the virus. We want to keep our residents and staff safe.

Further to this we are carrying out a review of our reception spaces to help us understand whether we need them or whether we can service our residents better in other ways. Before any decisions are made we will take our residents views into account. During the pandemic we really focussed on keeping in touch with our residents and ensuring our service offer was not impacted by coronavirus. We have undertaken consultations with different groups of customers to understand their contact preferences and we feel assured that no one should experience a reduction in service whilst receptions remain closed.

We have lots of different ways that you can contact us, manage your tenancy or report an issue, including:

If you have any comments or queries please contact us at

Update on our Services April 2021

Thank you for your patience and understanding while some of our services have been restricted due to the coronavirus crisis.

We can now safely lift these restrictions, following the Government’s ‘Roadmap out of Lockdown’, and we want to update you on our services.

Please be aware that we may have to change our plans if the Government revises its timetable for returning to normal life.

The safety of our residents and staff remains our priority so we’ll still ring you before any appointment to visit you in your home. Our staff will wear Personal Protective Equipment (PPE) in line with Government and public health guidance.

Repairs Service

You can report a new repair online or over the phone from Monday 12th April. There may be a high demand from residents reporting repairs and we ask you to please be patient with us.

We will continue to ensure that we work safely in residents’ homes. We will contact you before an appointment and ask whether you have any symptoms of coronavirus. We can always rearrange any appointment, so please let us know. We will ask again before entering your home.

We continue to carry out all emergency repairs as they are reported, as we have always done.

Gas and Electrical Safety Checks

We continue to carry out gas and electrical safety checks to your home when these are due. This is an essential safety requirement and it’s important that you provide us with access to your home for these checks to take place.

Grounds Maintenance and Estate Services

Our caretaking and cleaning services are operating normally. From April, grass cutting will follow our usual summer schedule of fortnightly visits through to October.

Our work installing and repairing fencing is also returning to normal service. There is a backlog of jobs, so we’d appreciate residents’ patience and understanding. Work related to safety and anti-social behaviour will be prioritised.

It’s ‘business as usual’ for our tree care team.

Neighbourhood Services

We have supported residents throughout lockdown and all our neighbourhood services are available. If you have an issue with managing your tenancy or there’s a problem in your local area, please contact our Customer Service Centre.

Communal rooms in blocks of flats are expected to open from 21st June when the Government hopes to be in a position to remove all legal limits on social contact.

Residents are welcome to join us again on our estate inspections from this date. To register an interest please email:


Residents’ safety continues to be our priority in our housing with care and retirement living schemes. We are now in a position to re-open facilities in our schemes on a stage by stage basis, following the Government’s ‘Roadmap out of Lockdown’.

We will provide residents in our schemes with additional information about when gardens, hairdressers, restaurants, communal areas and other facilities will be available as normal.

Support with Paying Your Rent

Over the last year, we have supported and advised about 8000 residents who were in financial difficulty. Our friendly expert advisors continue to work with residents who are experiencing redundancy, furlough, reduced working hours or other causes of hardship.

If you’re struggling to pay your rent, you can use our text service and one of our advisors will contact you.

  • Text Rent Help to 66099 for paying rent enquiries.
  • Text UC Help to 66099 for help with Universal Credit.
  • Text Debt Help to 66099 if you’re struggling to pay energy bills and other debts.

For support with finding employment and training, visit Newground Together’s website

Customer Services

All our offices remain closed to the public until further notice. Further information to follow.

To keep up to date, you can visit our website, download our app or follow us on social media.

If you are not online, you can phone us on 0300 555 5560. Lines are open between 9am and 5pm, Monday to Friday (emergency service only outside these hours).

Please note: our services are subject to any change in the Government’s ‘Roadmap out of Lockdown’.