As the situation with coronavirus (COVID-19) develops, we'll be updating this page with changes to services and guidance to best keep our customers and colleagues safe, and to help you through these unprecedented times.

You can read more about the symptoms of coronavirus and how to avoid it on the NHS website.

You can also watch British Sign Language versions of government advice on the SignHealth website.


Changes to our services

Contacting us - Our office at Broadside, Chatham is closed, so please don’t visit. You can still contact us by phone, email, live chat and social media during our normal opening hours.

Repairs - We're carrying out routine repairs as normal. We’ve got a backlog to go through and we’ll start with these so please be patient whilst we do this and expect a delay getting in touch and for appointments.

Yearly gas servicing - This work is essential. Please let our contractors, Liberty Gas in. They’ll be wearing the correct protective equipment to keep you and themselves safe.

Maintenance of our estates - We’re resuming our cleaning and grass cutting schedule. There’s a backlog of work we need to get through. Please be patient whilst we do this and expect a delay getting in touch and for appointments.

Communal areas – We’ve temporarily closed all communal areas in our supported living schemes. This is to protect customers and reduce the risk of potentially spreading the virus.

Buying a home – You can still buy a home from us by making contact in the normal way. If you’re in the process of buying a home from us, this is continuing but there’s likely to be a delay if the development isn’t yet complete – we’ll keep you updated if this is the case. 

Renting a home – You can get in touch the normal way for our affordable and social rent and private rent homes. If you’re viewing one of our homes then social distancing will be in place at all times. If you want to sign up to rent a home we’ll do this digitally. We’ll only do a sign up in person if you struggle to access the internet, or you have a health condition or impairment that would make it difficult for you.

Assisted decorations - We've paused our home decorations assisted service.

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Being neighbourly

Please be a good neighbour.

We now know we’ll all be spending more time at home for some time yet. We ask you to continue being respectful and considerate to your neighbours.

Monitor your noise levels, consider the impact of your actions on others who might be working from home, working shifts or have young children. You must not have bonfires at your home. Remember to check on any vulnerable neighbours (or let us know if you have concerns) but always follow the social distancing guidance.

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If we need to visit your home

  • Where we need to enter your home, we’ll give you advance notice
  • We'll keep a safe distance of 2 metres apart when we’re in your home
  • Open the internal doors of any rooms we'll be working in so we don't need to touch them
  • If possible stay in another room
  • Our colleagues and contractors will wear protective clothing appropriate for the task they're carrying out and will observe strict hygiene procedures
  • All colleagues and contractors will be up to date with the latest guidance on how to work safely
  • No work will be carried out in any household which is isolating or where an individual is being shielded, unless it’s to fix a direct risk. In such a case, prior arrangements will be made to avoid any face to face contact
  • We have risk assessments in place that are in line with government advice

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If you're facing financial difficulties or can't pay your rent

We've updated our guidance on what to do if you can't pay your rent or charges.

If you're on a low income, cannot work from home and are facing loss of income due to self isolation, the government has launched a £500 payment scheme to help.

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If you're showing symptoms of coronavirus

We're asking customers to tell us when they're showing symptoms of coronavirus.

Symptoms of coronavirus are:

  • a high temperature – this means you feel hot to touch on your chest or back (you do not need to measure your temperature)
  • a new, continuous cough – this means coughing a lot for more than an hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual)
  • loss or change to your sense of smell or taste – this means you've noticed you cannot smell or taste anything, or things smell or taste different to normal

You'll just need to let us know your name and address.

We're asking for this information because we have an obligation to ensure the safety of our employees, tenants and contractors. We don’t keep this information for longer than necessary. Read what we'll do with your personal data when you tell us you have coronavirus.

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If you don't have a support network to help you

If you don’t have a support network around you that you can rely on, please let us know by emailing contactus@mhs.org.uk.

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If you're reporting breaches of social distancing guidelines

We've published our guidance on what to do if you're reporting breaches of social distancing.

If you usually pay in person at our office

We've closed our Broadside office by Chatham Maritime, so you will need to pay your rent through My Accountpay by Direct Debit or make a payment by phone.

If you haven't already, register for My Account. You'll just need your tenancy reference number. You can find your tenancy reference number on letters and emails we’ve sent you. If you still can’t find it please drop us a message on Live Chat, Facebook Messenger or Twitter.

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Further information about coronavirus