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.

Our chief executive Ashley Hook has written an update to all our customers (updated: 17 April 2020).

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 only doing emergency repairs and some repairs will be delayed - during this time you won’t be able to book any repairs on My Account.

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. The only time we won’t do this work is if someone is shielding, but we’ll look to do this as soon as it’s safe for them.

Maintenance of our estates – This work is focused on priority tasks, and grass cutting services are on a reduced schedule. Our priority is to keep our communal areas clean and tidy, disinfecting key touch points, and to putting the bins out for collection.

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 – This is still happening, and you can get in touch in the normal way, but we’ve had to make some changes to the processes for our affordable and social rent and private rent homes. We’re prioritising essential moves and will review applications to make a decision to see if moving is essential.

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Being neighbourly

Please be a good neighbour

We now know we’ll all be staying 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 you're having trouble paying your rent or charges

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

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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

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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