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



Following the announcement of new national and local Covid-19 restrictions, we wanted to provide you with an update on our services here at YHN.

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 both our staff and customers safe.

We can reassure you that all of our services that were available prior to the new local and national restrictions coming into force continue to be available to customers. This means that:

– Repairs and gas safety checks will continue to take place.

– Property bidding through Tyne and Wear Homes will continue and you can still move home if you wish to.

– Planned building and maintenance works to homes will continue to take place.

– Our NFS, Ostara and Garden Care services will remain operational.

– Our Head Office and Customer Services Hubs will remain closed to customers, however you can still contact your Housing Officer using your local Hub’s contact info.

– Our Housing Officers can still visit customers’ homes where necessary and as long as you are happy for them to do so. There are other options available for any customers that feel uncomfortable with a home visit, including telephone calls and online meetings.

– 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.

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.

We understand if you feel anxious or have concerns about these latest restrictions. Advice and support is available by emailing yhn@yhn.org.uk. Please try to contact us by email or using our online form if your enquiry is not urgent so we can keep our lines free for emergencies.

More information on our services and safety measures is available below.

The latest guidance on the new Covid-19 local restrictions for Newcastle are available on the Newcastle City Council website.
Please make sure you follow the guidance and keep yourself and your families safe at all times.

We are working closely with our colleagues at Newcastle City Council and in partnership with Public Health England, the NHS and Government to manage the situation and our response to it.

The health, safety and wellbeing of our customers and colleagues is of the utmost importance and there is more information below on how we are adapting our service through these difficult times.

Please make sure you follow the guidance coming from the Government, and keep yourself and your families safe at all times.

What are we doing?

Most of our staff are now working from home and those teams who do need to come into the office, such as our contact centre staff, have been given advice and support on following the Government’s social distancing guidelines. To read our corporate risk assessment on working safely during Coronavirus (COVID-19), click here.

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.



We are now in a position to take new repairs through our Contact Centre and on our online repair portal.

For more service information, please click here.

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.

For more service information, please click here.

Rent and financial advice

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 yhn@yhn.org.uk.

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 yhn@yhn.org.uk.

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 communicationsteam@yhn.org.uk 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.

Finally, these are worrying and uncertain times for us all and I thank you for your support and patience as we deal with the situation. Please can I encourage all of our customers to follow the guidance coming from the Government and Public Health England, to keep yourself and your families safe at all times.

If you have any questions about the services we provide to you, please email our project team on Covid-19@yhn.org.uk or call our contact centre on 0191 278 8600