For the latest customer information on Coronavirus (COVID-19) click here. We are currently experiencing high call volume. To help keep our lines free for emergencies, please get in touch using our contact us form
Since the outbreak of the Covid-19 pandemic we have worked closely with Newcastle City Council and Public Health teams to regularly review our services to ensure they comply with the latest Government guidance and have put into place safety measures to keep our customers and staff safe.
Many of our staff remain working from home and we have Covid-secure measures in place to protect those who do need to come into our workplace.
We can reassure you that all of our services that were available prior to the new national restrictions coming into force continue to be available to customers.
Our services will continue to be delivered in a Covid-secure way. All of our staff will follow relevant safety measures and where appropriate, protective equipment will be worn.
This means that:
• Repairs and gas safety checks will continue to take place. If you are classed as clinically vulnerable then please let us know so we can talk you through our safety precautions or arrange an alternative time to visit.
• Property bidding through Tyne & Wear Homes will continue and you can still move home if you wish to.
• Planned building and maintenance works to homes and vital safety systems will continue to take place.
• Our Head Office and Customer Services Hubs remain closed to customers, however you can still contact your Housing Officer using your local Hub’s contact info (available here)
• Staff will continue to work from our Housing Plus and Supported Living schemes to support residents. We ask that friends and family please avoid visiting at this time unless they are part of a support bubble with a resident or their visit is essential.
• Our caretaker service will continue to operate as normal.
Please help us help you by maintaining a safe 2m distance from staff at all times.
We understand that finances are a concern for many so we have a team on hand to help and support you with any financial worries you may have. You can find contact details on our website and we urge you to get in touch with us for advice if you are struggling.
We also understand you may feel anxious or have concerns about these latest restrictions. Advice and support is available on Newcastle City Council’s website but you can also email us directly at firstname.lastname@example.org.
Please try to contact us by email or use our online form if your enquiry is not urgent so we can keep our phone lines free for emergencies.
As the situation continues to develop, we will keep you informed of any changes to our services that may occur as a result of any future restrictions.
Thank you for your continued support throughout this difficult time.
Further information on our services
Carrying our repairs and safety checks
The health, safety and wellbeing of all of our customers and staff is our top priority so we’re taking some extra precautions when we visit your home to carry out our repairs and maintenance service. This short film explains the steps we are taking and what we expect from you to help keep us all safe. If you have a repair booked, please watch this before our visit.
A limited number of ready-to-let properties will be advertised each week to ensure that we can carry out the lettings and allocations process while following Government’s social distancing guidance to ensure the safety of our customers and staff.
Social distancing measures and delays in supply chains also mean it may take longer than usual for properties to be made ready for letting. In light of this, we will continue to review the number of properties advertised and hope to increase the number available when we are able to.
We understand that finances are a concern for many of our customers following the measures the government have put in place to manage the coronavirus outbreak.
To help you, we’ve published an advice page on rent, finances and benefits which includes information on how to get in touch if you need support. We will be keeping this page up to date with the latest official guidance.
Support for customers
We are more than just a landlord, if you need support during this extremely difficult time, please contact us. We work closely with Newcastle City Council and are in a position to advise, guide and signpost you wherever and however we can.
Support and advice on Universal Credit and benefits issues is still available over the phone.
Please don’t hesitate to contact us for help with anything you feel we can support you with by calling 0191 278 8600, using our contact form or by emailing email@example.com.
Extra care, sheltered accommodation and specialist schemes
We are exploring any and all means to keep families and loved ones in contact. However, in order to protect some of our most vulnerable residents, we are asking friends and family not to make visits to our schemes unless it is absolutely necessary. We know this is an extremely difficult ask, but self-isolation is the most important way to keep these customers safe. In addition, scheme communal areas have been closed to help with social distancing measures.
Staff will still be on hand in schemes to support with customers’ day-to-day needs and residents will still be able to contact us for help and support the same way. All our sheltered scheme residents will also continue to receive daily check in phone calls from our team. For more information, click here.
Keep up to date
As you know, the situation is changing daily and we are working hard to ensure we can continue to deliver our services to you.
Our website will be updated regularly with any important announcements and you can also follow us on Twitter or Facebook for updates.
You can still call our Contact Centre, but please be aware that our phone lines are extremely busy at the minute and it may take longer to answer your call. To enable us to prioritise emergency calls please contact us by email if you are able to on firstname.lastname@example.org.
You can still contact our Housing Officers, preferably by email if you can. You can find email addresses for our housing offices by clicking here.
We would like to be able to keep in touch with you as best we can throughout these challenging times, so if you feel that we may not have your most recent contact email address or phone number please get in touch and let us know so we can update our systems.
You can let us know by emailing email@example.com or ringing us on 0191 278 8600. Our contact centre lines are extremely busy at the moment, so please email us if you are able to.
If you have any questions about the services we provide to you, please email our project team on Covidfirstname.lastname@example.org or call our contact centre on 0191 278 8600