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Latest information on our services

Our Offices
We are working closely with Newcastle City Council to review the implications of the Government’s roadmap to gradually ease national coronavirus restrictions.

Many colleagues continue to work from home and those teams that do need to come into the office have been given advice on following the Government’s social distancing guidelines through our safe working practices.

As national restrictions ease, we will announce our plans for reopening our customer service facilities.

In the meantime, Housing Services Officers are resuming estate visits from 12 April 2021 and you can contact your Housing Services Officer by using the email address or telephone number of your local housing office.

We will contact you in advance if we need to arrange a visit to your home. If you do not feel comfortable with a member of our team visiting your then you should let us know as soon as possible and we will rearrange your appointment.

We have continued to deliver emergency and urgent repairs throughout the national lockdown and now have plans in place to start carrying out more than just emergency repairs as national restrictions ease. We will be taking a phased approach to ensure that the safety of our staff and customers come first and all social distancing guidelines are in place.

We will begin to reintroduce our full service starting w/c 12 April and will be prioritising repairs that were booked in and cancelled due to Covid-19, along with new non-essential repairs that have been reported during lockdown. For these repairs, customers will get a telephone call from a member of staff to book an appointment. We appreciate that some customers might still be anxious about letting people into your home. If this is the case and your repair isn’t urgent then please let us know when we contact you and we can discuss alternative arrangements.

Gas servicing has continued throughout the national lockdown so you won’t see any change there. These need to be carried out by law to ensure the safety of you and your home. Our engineers are following all the necessary PPE guidance along with the additional safety precautions outlined in the short film below.

You can report any new repairs by calling 0191 278 7878 or if it’s a non-urgent repair than you can also report it via our website.

We anticipate a high demand when we start carrying out non-urgent repairs and would like to thank customers for their patience while we work to fully reinstate the service.

This short film explains the steps we are taking and what we expect from you to help keep us all safe so please take a moment to watch it if a repair is due to be carried out in your home.

All non-emergency services and cyclical replacement programme works will resume on 12 April. If you have any queries, you can contact the NFS team via email or give us a call on 0191 278 1888

Adaptations and maintenance work
Any postponed non-urgent planned maintenance inside properties, such as kitchen replacements, will resume from May 2021. You will be contacted in advance of any work taking place. If you have any concerns, please let our team know when they contact you.

Property adaptation requests for elderly or disabled people will be reviewed on a case-by-case basis in partnership with adult social care. If you wish to discuss a new request, please see the Newcastle City Council website for their contact information.

Registering and bidding for properties
Customers can continue to register and bid for properties on the Tyne and Wear Homes website. Visit to bid on a property, view your account or check on the progress of your bid.

Moves and mutual exchanges can go ahead if safe to do so and following social distancing guidelines. Due to national restrictions, there may be some delays, however we will be doing as much virtually as we can. If you have any questions, or need support in completing a property application, please email

Support for customers
We work closely with Newcastle City Council and can advise, guide and signpost you wherever we can.

• If you are having any concerns about paying your rent, please speak to your local Income Collection team as soon as possible so we can discuss how we can help you.
• Support and advice on Universal Credit and benefits issues is available over the phone from our Financial Inclusion team.
• We can still help with anti-social behaviour issues. For any issues with ASB or noise nuisance, please contact our Safe Living team for advice and support.

Please don’t hesitate to contact us for help with anything you feel we can support you with by calling 0191 278 8600. Our lines may be busy so if you can contact us by email then please get in touch at

Contacting us
For any enquiries you can call us on 0191 278 8600
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