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COVID-19 Update

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’.