The coronavirus pandemic means we all find ourselves in difficult and uncertain times.

The health and wellbeing of our customers and teams is our top priority and we are doing everything we can to play our part in preventing the spread of the virus.

This page gives an up-to-date picture of what we are doing in response to coronavirus, how our services have changed and the support available to our customers. For a snapshot of the status of our services click here.

 

We are closely following the Government’s advice about coronavirus and constantly reviewing our services in light of the developing situation.

Paying your rent

We understand that the uncertainty created by coronavirus could place financial strain on you and we are here to support you.

 

It’s important that you continue to pay your rent.

 

If you think you might struggle to pay your rent you should get in touch with us as soon as possible. Our money advice team will be happy to help you and can outline the support available to you.

Worried about your finances? Call our team of money advisers on 0300 790 6530 for help

Getting in touch

The safety of our customers and staff is our top priority and we are following the Government’s strict advice on social distancing.

 

This means all of our offices are closed until further notice.

 

You can access our services online. You can find lots of information on our website, including our database of commonly asked questions.

 

You can also access some of our services online by using our free customer portal – My Account.

 

And you can speak to one of our advisers by calling 0300 790 6555 from 8am to 6pm.

We’re only able to book in emergency repairs at this time. To find out more visit our dedicated repairs page

Repairs

Following the latest advice from the Government we are now taking bookings for all types of repairs again.

 

To help us manage the significant backlog in demand we are currently only taking bookings for day-to-day repairs online. You can do this easily on My Account, our 24/7 customer portal. Registering for an account only takes a minute. Visit our do it online page to find out more.

 

Please note, because we were only able to complete emergency repairs for two months we have a very significant backlog and it is likely you will have to wait longer than usual for your repair to be completed. Please bear with us while we get back up to speed.

 

For emergency repairs visit our dedicated repairs page for more information.

 

If we visit your home we will make sure we put in place processes to protect you and our teams. Click here to read our commitment to comply with Government guidance on managing risk.

Your safety is our number one priority. Watch our short animation to find out how we will keep you safe when we visit your home.

Services at our blocks

Some of the services we provide at our low and high-rise blocks are unique to this type of home and we have made some changes to reflect the Government’s advice.

 

If you live in one of our blocks please help us to keep you and our teams safe:

  • Use your key fob to enter the building and don’t let anyone inside if you don’t know them
  • Keep communal areas clean by getting rid of your rubbish using the chutes in each block and making sure the area is kept tidy
  • Don’t linger in communal areas any longer than you have to and keep a two-metre distance between you and anyone else if you do
  • Keep the building safe from fire by keeping corridors, staircases, fire exits and other shared areas free from personal belongings
  • Be considerate of your neighbours. Everyone is likely to be in their homes much more than usual so please don’t play loud music or create other loud noises or disturbance
  • If you see our staff they are there for a reason. Please keep a two-metre distance and let them get on with their work

We are starting to return to a normal level of service at our blocks in a way which protects our customers and our teams. Please bear with us while we get back up to speed.

Gas servicing and electrical testing

Gas servicing

 

We continue to work alongside our Gas Safe registered contractors to keep you safe.

 

We appreciate the coronavirus pandemic is a very difficult and worrying time but the Government and the Regulator of Social Housing have advised us very clearly that gas safety inspections must still go ahead, particularly during this time when our customers are spending most, and in some cases, all of their time at home.

 

When we are completing inspections, we are taking every precaution we can to protect you and our teams and if necessary we can discuss any concerns you may have before we attend.

 

If your boiler service is due now or in the coming weeks, you will have already received, or will be receiving contact from us to make an appointment.

 

Our gas contractors will still be calling to your home to complete boiler servicing as we have a legal duty to complete this.

 

It may not be possible for a gas engineer to complete your service if you or one of your household are self-isolating or unwell. If this is the case and you have a service coming up please contact us on 0300 790 6555 or Gas.Section@citizenhousing.org.uk and we can talk to you about how you can continue to use your gas appliances safely.

 

Electrical testing

 

We are continuing our electrical testing programme to keep you safe in your home.

 

If your electrical test is due, we will be contacting you over the phone to arrange a visual electrical inspection. This is a less intrusive inspection and takes less time for our electrician to be in your home. If we do complete the visual test, please be aware we will need to return to complete the full electrical test in the near future as soon as we are able to.

 

If you have any lifting equipment in your home we are still servicing this equipment and attending emergency breakdowns. If your equipment develops a fault call contact us.

Respect our teams

Please respect our staff.

 

Most of our staff are now working from home in line with the Government’s advice on social distancing.

 

Some of our teams provide essential services out in our communities which we cannot stop because if we did there would be a serious risk to our customers.

 

Our teams are trying their best to keep you safe and secure in very difficult circumstances. If you see a member of our staff, please let them get on with their work and keep two metres away from them.

 

Any verbal or physical abuse will not be tolerated and will be followed up.

 

Thank you for your patience and co-operation and stay safe.

To reduce the risk to you and our teams we are now only providing essential services