An update from our chief executive Ashley Hook

Update: since Ashley wrote to all our customers, we've published Coronavirus: our guidance and changes to services - this page has all our announcements and will be updated with any developments

Updated: Tuesday 17 March 2020

Regarding the Coronavirus (Covid-19) outbreak in the UK, I understand that you may have concerns and wanted to explain our approach.

What we’re doing

We have put some proactive measures in place to help minimise the risk of spread and keep our customers and colleagues safe.

We appreciate that these measures may cause some disruption to our normal services. This could include delayed waiting times when you call us, and routine repairs taking longer than usual. We will make every effort to continue delivering our services, but they may be affected if the situation in the UK escalates.

There may be some jobs, such as gas services and emergency repairs, that we will need to carry out as planned. We have strict and robust measures in place to ensure that if any of our colleagues need to visit your home, they are safe and healthy to do so. They will wash their hands and use antibacterial hand wash before entering.

Our cleaning regime of communal areas has changed slightly, so that we can focus on cleaning and disinfecting key touch points – such as entry phone panels, handrails and door handles.

What you can do

If you’re displaying symptoms and are expecting a visit from us, please contact us beforehand.

If you’re displaying symptoms and we’ve visited you, please contact us as soon as possible.

Our office at Broadside will be closed from 5pm today (Tuesday 17 March) until further notice.

Please use My Account to pay your rent, update your details and more. You may also ring us on 01634 565333 but please be aware that the phones may be very busy and it may be quicker to use My Account if you can do so.

The Government advice is that people over 70 years or younger people that are vulnerable due to certain types of medical conditions should follow social distancing measures. This includes asking friends and family to arrange shopping and medicines as much as possible.

If you don’t have a support network around you that you can rely on, please let us know by emailing

Continue to wash your hands regularly, for 20 seconds, each time using soap and water, and use hand sanitiser. 

We want you, your family and your neighbours to remain as fit and healthy as possible. The best possible way of achieving that is to continue following advice from Public Health England and the NHS.

We will keep this page updated as the situation develops.

If you have an emergency, please call us on 01634 565333. Please email, use Live Chat on social media to contact us about non-urgent enquiries.

We thank you in advance for your patience and cooperation during these unprecedented times.

Yours sincerely,

Ashley Hook - Chief Executive

More information