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Coronavirus information for our customers and visitors

Published on 06 January 2022

Places for People is carefully monitoring the latest UK Government, Scottish Government and Welsh Government coronavirus guidance and advice from the NHS. We would like to reassure everyone that the safety of customers and colleagues remains our priority and after careful review there will be no significant changes to the way we work or the services we offer at this time.

While the number of cases remains high with the Omicron variant, measures such as social distancing and PPE (including the wearing of masks) are in place. We will continue to review the information and data available to make sure we are doing all we can to keep colleagues and customers safe.

This page has been developed to help customers quickly find out how services may have changed as a result of the pandemic.

Guidance for resident customers


Our non-emergency repairs service is open. Find out how to report a repair.

To report an emergency repair:

Places Homes customers
Please call 01772 667 002

Places for People Living Plus customers
Please call 01772 667 003

Sage Housing customers
Please call 01772 666 214

Places for People Scotland customers
Please call 0131 657 0600

Call waiting times

Our customer service centre is continuing to experience a high number of calls. As a result, it may take longer than usual to speak to someone. We are sorry for any inconvenience this may cause and thank customers for their patience.

Gas safety, electrical checks and other essential visits

All gas, electrical servicing, and compliance checks in our properties continue as part of our normal safety testing programme. These services help keep you, your home, and your neighbours safe. Places for People is also visiting properties to check their condition throughout 2021, which will require access to your home. Our neighbourhood teams are working in our communities and may visit your home as part of our usual service.   

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

Property lettings

Our lettings teams are using COVID safe ways of working. Most parts of the lettings process are done in contactless ways to make your move as safe as possible and reduce the spread of coronavirus, but sometimes we may require an in-person meeting. This will be done in a socially distanced way.

If you are applying for a home and have not yet been made an offer, we encourage you to look at our available homes and apply for any that meet your needs. 

Keeping you and your home safe

If we need to visit your home for a repair or provide a service, we will ask additional questions to safeguard you and our colleagues. 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.

Teams have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. Our colleagues have anti-bacterial wipes for the surfaces they need to touch. They will ask you to stand at a safe distance away, or in another room. We’ll also let you know if you need to take any additional safety precautions while our colleagues are visiting your home. This may include asking you to wear a face covering.

All tradespeople will show you identification when they visit. Please check this before they enter your home. Once you are satisfied you 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. If necessary, they will see themselves out.

Meeting our service standards

Working with coronavirus safety measures has an impact on the availability of our colleagues and the level of service we can provide. As a result, we may not always be able to meet some of our customer service standards. We apologise if this is the case and are working hard to keep levels of service high.

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

Colleagues will continue to wear face coverings while 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.

Please 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.

For customers living 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 about 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 having trouble 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. The support we can offer will be dependent on individual circumstances, but we promise that we will assess your case fairly and sympathetically.

Guidance for visitors to our sales offices

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

Information for customers of Places Leisure and Places Gyms

Please visit the website links below for Places Leisure and Places Gyms for information and updates.

For Places Leisure see here for full details

For Places Gyms see here for full details.

Supporting your mental health

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

More information about coronavirus

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.

A set of frequently asked questions, which gives more information about our services, is available.

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

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