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
We are working closely with Newcastle City Council to review the implications of the Government’s roadmap to gradually ease national coronavirus restrictions. We will provide an update on changes to our services as soon as possible.
• Our responsive repairs service is now limited to urgent and emergency repairs and gas safety checks only until further notice. If you currently have a non-emergency repair booked in this will be rearranged when lockdown has come to an end.
• Non-urgent planned maintenance to properties, such as kitchen replacements, will also be postponed until after the national lockdown has ended.
• Some of our external contractors may be carrying out planned works inside properties throughout lockdown. You will be contacted in advance of any work taking place. If you are shielding or have any concerns, please let our team know when they contact you.
• Our caretaker service will continue as normal with necessary precautions taken to protect staff and customers.
• Property bidding through Tyne & Wear Homes will continue and you can still move home if you wish to following social distancing guidelines.
• External maintenance work and work in empty properties will continue to go ahead.
• You can contact us by email on firstname.lastname@example.org or via our website here. You can also call us on 0191 278 8600 but please email if you are able to free up our lines for emergency calls.
• You can contact your Housing Officers by phone or email. To see the contact information for your local Housing Office, click here.
• All our offices remain closed to visitors.
More information on our services is available below:
Support for customers
We are more than just a landlord, if you need support during this extremely difficult time, please contact us. We will advise, guide and signpost you wherever and however we can.
• If you are having any concerns about paying your rent, please speak to your local Housing Services 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.
• We can still help with anti-social behaviour issues.
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 email@example.com
Carrying our repairs and safety checks
You can continue report urgent and emergency repair requests through our Contact Centre. You will not be able to book a repair online until we resume carrying out non-essential repairs.
Gas safety checks will continue as they are required by law and are essential for the safety of your home. If you are shielding or clinically vulnerable and do not feel comfortable with a member of our team visiting your home to carry out a gas safety check then you should contact us as soon as possible to let us know and we will rearrange your appointment.
Some of our external contractors may be carrying out planned works inside properties throughout lockdown. You will be contacted in advance of any work taking place. If you are shielding or have any concerns, please let our team know when they contact you.
The health, safety and wellbeing of all of our customers and staff is our top priority so we will continue to follow all social distancing guidance when we visit your home. 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.
Non-urgent planned maintenance to properties, such as kitchen replacements, will also be postponed until after the national lockdown has ended.
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 or existing request, please see the Newcastle City Council website for their contact information.
Registering and bidding for properties
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.
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 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.
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
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.
If you have any questions about the services we provide to you, please email our project team on Covidemail@example.com or call our contact centre on 0191 278 8600