From Thursday 5th November the Government has put in place a lockdown in England.

The Government has also introduced local COVID alert levels in England.

Check the local COVID alert level of your local area to see which level applies to you.

We will regularly review these areas in line with Government advice.

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 lockdown in England and 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.


Non-emergency repairs are being carried out in all lockdown and local COVID alert level areas.

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 or call 0345 266 9760

Derwent Living customers
Visit or call 01332 346 477

Sage Housing customers
Visit or call 01772 666214

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.


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 un-safe 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 local COVID alert levels have on your service.

We are closing communal lounge areas in lockdown and all Tier 2 (High COVID alert) and Tier 3 (Very High COVID alert).

Hairdressing services will close during lockdown and Tier 3 (Very High COVID alert) areas. Where safe to do so available hairdressing services will continue in Tier 1 (Medium COVID alert) and Tier 2 (High COVID alert) local COVID alert areas, unless increased restrictions are put in place but the government.

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 care giver, inside or outside your home.

Published 20 October 2020

Last updated 5 November 2020

5 November 2020
Page updated.
20 October 2020
Created and published page.