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. essential support, medical practitioners, emergency repairs), 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 national lockdown in the UK you can find out more about how this affects our service to you:

Due to the government announcement on 4th January we are responding to requests for emergency repairs and compliance visits such as gas and electric checks only.

An emergency repair is any problem that could be a security risk or cause harm to you, another person or to your property.

Please note we are not able to book in repairs that are not an emergency.

To report an emergency repair:

Places Homes customers
Please call 01772 667 002

Living Plus customers
Please call 01772 667 003

Cotman customers
Please call 01772 667 075

Chorus Homes customers
Please call 0345 266 9760

Derwent Living customers
Please call 01332 346 477

Sage Housing customers
Please call 01772 666 214

Castle Rock Edinvar customers
Please call 0131 657 0600


We are experiencing an increase in our calls to the Customer Service Centre and some of our colleagues are working from home so it may take longer than usual to speak with someone. Thank you for your patience at this time.

We will reintroduce routine repairs as soon as we can, and we will let you know when we are able to restart our normal repair service. Our website will also have the latest service updates.
Once our normal service delivery is resumed, the online feature to report a repair will be made available again.

Our trades colleagues are able during lockdown to enter a home for essential work or services. Some of our work activities can continue if we are able to do so through a safe system of work.

Gas safety and electrical checks will also continue wherever possible.

If you are isolating or shielding, we can delay our visit, although you must let us know as soon as we can visit again.

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 have an impact on the availability of our colleagues therefore 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 national lockdown 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. Social distancing guidance should always be followed unless you are meeting with people from within your support bubble.

All communal lounges remain closed until Government guidelines advise they can be re-opened.

Please note that indoor communal lounges (when re-opened) 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 a clinically extremely vulnerable person 

If you are clinically extremely vulnerable, you will previously have received a letter from the NHS or from your GP telling you this. You may have been advised to shield in the past.

You can read general guidance on protecting yourself if you’re clinically extremely vulnerable to coronavirus.

If you are in this group and live in England you can register with the government for support to:

  • ask for priority access to supermarket deliveries
  • ask your local authority to contact you about any local support that may be available if you’re ‘shielding’
  • update your details - for example, your address

You can register yourself, or on behalf of someone else. You’ll be asked for your NHS number. You can find it on any letter from the NHS, or on a prescription.

Click here to register

If you need help registering you can contact your local authority.

If you’ve already registered and have priority access to supermarket deliveries, you’ll keep it.

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

If you live in Scotland, you can register for updates to your mobile phone through the Scottish Government text messaging service. We encourage you to sign up to this service. This will make sure you receive updates as quickly as possible in the event of new local or national restrictions.

You can sign up by texting your 10-digit CHI number to 07860 064525. You can find your CHI number on the shielding letter you have received. This service is only for people on the shielding list.

Or you can call 0800 111 4000 to speak to someone from your local authority. This is the national COVID-19 helpline in Scotland, and it is free to call. It is open Monday to Friday, 9am – 5pm.

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. essential support, medical practitioners, emergency repair), 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 now temporarily closed. Please visit the website links below for Places Leisure and Places Gyms for information and updates about the temporary closure of 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 11 January 2021

11 January 2020
Update on shielding Government guidelines

07 January 2020
Update on Government guidelines

11 December 2020
Update on Government guidelines

07 December 2020
Update on COVID alert levels

05 November 2020
Update on Government guidelines

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.