Please note you may have been directed to this page from one of Places for People’s subsidiary companies.

We are proactively monitoring the coronavirus outbreak, including the latest Government and NHS advice, and we can assure you that we are doing all that we can to help protect our customers and their homes during this period of uncertainty.



Following Government Covid-secure guidelines our places and homes continue to only open for essential visitors (e.g. medical practitioners, emergency repair specialists), colleagues and other key workers. All other visits are suspended until further notice or updates from the Government.

The health and wellbeing of our people is our priority. We will do all we can to support our customers, colleagues, clients, contractors and visitors.

We hope by following the advice together we can help reduce the spread of coronavirus (COVID-19).

Guidance for resident customers

Continuing to provide support to our customers is important to us and we are doing all we can to make this happen.

Following the introduction of the Government local COVID alerts levels you can find out more about how this affects our service to you.

You can find more information about our services in Scotland.

We are responding to non-emergency repairs in England. In Scotland we continue to respond to emergency and gas repairs only in line with Scottish Government guidelines.

To report a repair:

Places Homes customers
Sign in or register for our customer portal to schedule your repair or call 01772 667002

Living Plus customers
Sign in or register for our customer portal to schedule your repair or call 01772 667003

Cotman customers
Sign in or register for our customer portal to schedule your repair or call 01772 667075

Chorus Homes customers
Visit www.chorushomesgroup.co.uk or call 0345 266 9760

Derwent Living customers
Visit www.derwentliving.com/repairs or call 01332 346 477

Sage Housing customers
Visit https://myhome.sagehousing.co.uk or call 01772 666214

Castle Rock Edinvar customers
Visit https://www.castlerockedinvar.co.uk/about-us/news/2020/coronavirus-faqs/ or call 0131 6570600 to report your emergency or urgent repair


We are experiencing an increase in our calls to the Customer Service Centre so it may take longer than usual to speak with someone. It is simple and quick to report your non-emergency repair online and this may be more

convenient for you. We will try to complete your repair as soon as we can however please be aware that it may also take longer for a repair to be scheduled as we have high numbers of repair requests and local restrictions are having an impact the availability of our colleagues.

Gas safety and electrical checks will also continue wherever possible.

Our colleagues will wear a face covering whilst in your home and moving around or through any communal areas such as corridors or lounges. All colleagues have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. We’ll also let you know if you need to take any additional safety precautions while our colleagues are visiting your home.

The measures we put in place to manage the coronavirus situation may impact on the level of service we can provide to you and we may not be able to meet all our customer service standards. We will be making changes to services in line with Government guidance to safeguard our customers and our colleagues.

To help answer some of the most common questions being asked, we recommend you visit our Frequently Asked Questions page.

The Government information around coronavirus changes frequently. We advise you to keep a close eye on the NHS website and the Government website for up-to-date information.

If you live in Scotland please regularly check NHS Scotland website and the Scottish Government website for up-to-date information.

Guidance for customers living in our Extra Care, Retirement Living & Supported Housing Services

Following the introduction of the Government local COVID alerts levels you can find out more about how this affects our service to you.

To help protect you and your neighbours please remember that each individual home/apartment is considered an individual household. The whole service is not considered to be one household so please do not gather in a group of more than six people indoors or outdoors. Social distancing guidance should be followed at all times unless you are meeting with people from within your support bubble.

Please note that indoor communal lounges (where open) are for customers only. Where access is only available to communal outdoor space through a communal lounge this can be used by customers only.

Our colleagues will wear a face covering whilst in your home and moving through any communal areas such as corridors or lounges. Our team also have suitable personal protective equipment (PPE) and will wear what is appropriate for the task they are completing.

We ask you to wear a face covering when moving through or around indoor communal areas and moving around corridors.

If you are unable to access the essential goods and services that you need and if you have any problems we will work with you to put a suitable plan in place.

How to get coronavirus support as an extremely vulnerable person 

The Government provided service is no longer open for new registrations because people aren’t being advised to shield in most of England from 1 August 2020.

If you’ve already registered and got priority access to supermarket deliveries, you’ll keep it. You can read general guidance on protecting yourself if you’re clinically extremely vulnerable to coronavirus.

Please contact your local authority If you live in an area where there are local restrictions or a local lockdown in place and you need help.

For customers in Scotland you can find out more on the Scottish Government website.

If you are unable to access the essential goods and services that you need and if you have any problems please contact us and we will work with you to put a suitable plan in place. 

Guidance for customers with financial concerns

We encourage customers who may be struggling financially to visit our Guidance for customers with financial concerns page for more information on the support that is available. Customers of Castle Rock Edinvar can find out more on the website.

We are committed to help prevent our customers falling into debt and we will continue to provide advice, support and guidance to customers who may be experiencing difficulty in paying their rent.

We are unable to offer rent breaks however we will work with each customer on a case by case basis to agree an affordable repayment plan.

Guidance for visits to our places

Our places and homes are only open for essential visitors (e.g. medical practitioners, emergency repair specialists), colleagues and other key workers. Any essential visits to our places and homes will be postponed for the following reasons:

  • you are suffering from a dry cough, fever, breathing difficulties or flu like symptoms; loss of taste or smell and/or,
  • you have been in contact with someone who has tested positive for coronavirus or is self-isolating.

All other visits will be suspended until further notice.

Guidance for visitors to our sales offices 

Our sales offices and show homes are open but by appointment only.

Click here for full details

Information for customers of Places Leisure and Places Gyms

Following the latest government advice our leisure centres and gyms are planning their reopening. Please visit the website links below for Places Leisure and Places Gyms for information and updates about reopening plans for our centres.

We hope you and your families stay safe and well. Thank you for your continued support.


Published on 17 March 2020

Last updated 20 October 2020

20 October 2020
Update on local COVID alerts levels

30 September 2020
Update to group statement

07 August 2020
Update to group statement

03 August 2020
Update on non-emergency repairs

10 July 2020
Update about Places Leisure and Places Gyms

2 July 2020
Added local lockdown link

29 June 2020
Update about sales offices and showhomes

19 June 2020
Update about restart of gas repairs

27 May 2020
Updated guidance to visitors to our sales offices

22 May 2020
Updated repair wording

18 May 2020
Updated lettings advice

04 May 2020
Added link to GOV.UK

31 March 2020
Added link to customer FAQs.

27 March 2020
Updated guidance for visits to our offices.

25 March 2020
Updated gas safety checks.
Added guidance for extremely vulnerable persons.

24 March 2020
Response to government statement 23 March.
Added financial concerns response.
Updated guidance for emergency repairs.

20 March 2020
Added guidance for emergency repairs.

17 March 2020
Initial coronavirus statement.