The Government announced lockdown in England from 5th January 2021.

The health and wellbeing of our customers and our people are our priority. We will do all we can to support our customers and colleagues to deliver a full service and we will provide updates to this service on our website. Read on for information about how local COVID alert levels are affecting our main areas of service delivery.

For a summary of our services.

You can find more information about our services in Scotland.

If you are worried about your own or someone else’s mental health at this time you can find information, help and support here.


We are responding to requests for emergency repairs and gas repairs 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.

All repair visits take into account the latest guidance from the Government and the Health and Safety Executive. When you book a repair and before starting work, we will ask if anyone in your home is shielding, self-isolating or showing any symptoms of  COVID-19. If someone in your household is self-isolating or has tested positive for the virus, we will only carry out emergency work in certain circumstances.

Questions are asked to protect you and our colleagues.

Keeping you and your home safe

Our priority is the health, wellbeing and safety of our customers and colleagues. We are following all of the latest Government and NHS advice, and we can assure you we are doing all that we can to help protect our customers and their homes during this period of uncertainty.

If you are reporting a repair with our Customer Service Centre or we are arranging a Gas Service, we will be asking additional questions to ensure we safeguard you and our colleagues before arranging a home visit.

Our team have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. Our colleagues will have anti-bacterial wipes for the surfaces they need to touch. We will ask you to follow social distancing guidelines and stand at least two metres away from our colleagues where you can.

All trades operatives will show you identification when they visit your home. Please check this and once you are satisfied you are can leave our colleague or contractor to carry out their work. When the appointment or work is completed, they will let you know they have finished and are leaving, and they will see themselves out.

Gas and Electrical Servicing, and compliance checks.

We will continue to carry out all Gas and Electrical Servicing, and compliance checks within our properties during this time in lockdown and all COVID alert level areas. These services are carried out to keep you, your home and your neighbours safe.

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


We are letting properties in lockdown and all local COVID alert level areas where it is safe to do so and for those customers who are vulnerable such as:

  • People fleeing from domestic abuse and violence
  • Moving customers from temporary accommodation
  • People discharged from hospital
  • Those living in unsafe accommodation, or without settled accommodation, which poses a risk to their health.

Supported housing and retirement living

Your Service Manager will be able to advise you on what impact the national lockdown and local COVID alert levels have on your service.

All communal lounge areas and all hairdressing services will be closed in lockdown.

All communal lounge areas will remain closed in all Tier 2 (High COVID alert) and Tier 3 (Very High COVID alert) and Tier 4 (Stay at Home) areas.

During lockdown you are only allowed to meet up with your support bubble or essential caregiver inside or outside your home. You can meet with one person not from your household for the purpose of exercise in an outdoor public space and you must socially distance during this time.

Hairdressing services will remain closed in Tier 3 (Very High COVID alert) and Tier 4 (Stay at Home) areas. Where safe to do so available hairdressing services will re-open in Tier 1 (Medium COVID alert) and Tier 2 (High COVID alert) local COVID alert areas, unless increased restrictions are put in place by the government.

Within alert areas If you live in an area where guidance does not allow you to meet up with another household you should not meet with anybody who is not in your support bubble or isn’t an essential caregiver, inside or outside your home.

Published 20 October 2020

Last updated 11 January 2021

11 January 2021
Update on Government guidance

07 January 2021
Update on Government guidance

22 December 2020
Update on COVID Tier 4 alert levels

07 December 2020
Update on COVID alert levels

05 November 2020
Page updated.

20 October 2020
Created and published page.