Coronavirus: customer information

At this time, health and safety for our customers and staff is our top priority.

From Wednesday 25th March we need to limit some of our services. We are aware of the impact this may have on our customers and must apologise for any inconvenience you experience during this time. Please bear with us during these unprecedented circumstances.

Please only call our staff if you need to report an emergency repair or other urgent situation.

But if it isn't an emergency, please contact us/report a repair through our website. Our staff are still working and will respond to you as quickly as they can. You can also find more information below.

You can call our main landline 01992 453700 if it’s an emergency.

If it isn’t an emergency, the best way to contact us is through our website. On our website you can:


If you, or anyone in your family is in immediate danger – please call the Police (999 for emergencies or 101 for non-emergencies).

You can also log the issue with our Neighbourhood Team and someone will be in touch. Please bear with us if this takes longer than normal.

If your query is about noise or other neighbourhood problems, please see below.

Yes – but please be aware that we cannot come out to fix non-emergency repairs at this time. It’s vital that we follow the Government advice and limit the number of people coming into your home.

But we are logging all requests so we can respond at a later date. If we can, we might offer some advice over the phone.

Emergency repairs include:

  • Uncontrollable leaks.
  • Complete loss of power.
  • Blocked toilets – if there is only one in your home.
  • Blocked baths, showers, or sinks – if you used a plunger or drain unblocker and haven’t been able to clear it.
  • Issues with heating or hot water.
  • Roof leaks.
  • Making your home secure.

We will continue fire safety checks and gas servicing, as these are also important to keep you safe.

Our tradespeople will only come out where the job is essential to keep you safe. If someone is coming to visit you, please help us to reduce any risks by:

  • Cleaning any areas they may have to work in before they arrive.
  • Allowing them to work in the relevant room on their own.
  • Standing 2 metres away at all times.

We are sorry for any inconvenience you may experience while we are unable to come out to fix a repair. This is a challenging and unprecedented situation outside our control, and we will come out to fix other repairs as soon as we can.

We appreciate the huge impact coronavirus is having on people’s lives. If this is having an impact on your finances, please don’t keep this to yourself. We’re encouraging our customers to reach out and contact our Income team (using the form below) for support if they need it.

If you usually go to a shop to pay your rent, you can pay your rent online or pay over the phone (call 0844 557 8320). We can also set up direct debits over the phone.

For other money/debt advice, these charities and services are also offering advice:

Tell us about financial concerns

If you can't get to the post office to top up your gas/electric or to pay your rent, please contact your supplier who may be able to:

  • Send you a pre-loaded top up card.
  • Arrange for funds to be added to your meter credit.
  • Send someone to top up your key/card.

The government has launched an emergency package with energy suppliers to make you don’t face any additional hardships in heating or lighting your home during the coronavirus outbreak. You can also find more information on the following websites:

Services and groups across Hertfordshire are getting ready to support people affected by the coronavirus. Here are some other places you can go for support:

Yes, the majority of our staff are working from home.

To reduce the risks to you and to our staff, we will need to postpone some services or do things differently. We are prioritising services that are needed to keep people safe.

Please bear with us while we adapt to the new advice about social distancing, as it may take us longer than usual to respond to queries. Do check our website regularly for updates.

We are still working, but our office in Hoddesdon is now closed to all visitors following the latest advice from the Government.

We are following the advice from the Government very closely, looking at the risks daily. The latest advice (as of 23 March) is for people to stay at home and maintain social distancing.

We’ve limited our services so staff will only come to your home when it’s absolutely necessary. We are working hard to find new ways to deliver our services while following medical advice, but keeping customers and staff safe must be our top priority.

Services that have stopped temporarily

Services that have changed.

Services that are still running as usual.

Home visits to our customers which are not related to repairs.

Standard repairs – but these are likely to take us longer than usual. Please see below.

Maintaining communal grounds and cutting grass.

Standard cleaning in communal areas of general needs blocks.

If you’re supported by our Independent Living services, we will call you rather than coming over to visit.

Where possible, we will give you a call instead of visiting you. If a visit is necessary, this will be postponed.

Caretaking/housekeeping services will cover bin areas across all our estates.

In our Independent Living schemes, we will focus on disinfecting handrails and door handles in communal areas.

Our phone service is now for emergencies only – all other queries should be logged via email or the website.

Responses to general enquiries logged on our website or via email.

Emergency repairs.

We will continue to log all other repairs for future action.



 The advice is changing every day, so please be aware that this information on our services may become out of date. We will update this web page when this happens.

Although we have had to temporarily stop all other caretaking and housekeeping work, we will visit regularly to keep our blocks as safe and hygienic as possible.

Our staff are still:

  • Disinfecting and cleaning bin rooms.
  • Moving bins and waste out of the bin rooms to make sure bins can be collected and putting the bins back into the bin stores/ rooms once the waste has been collected.
  • Disinfecting communal areas in Independent Living schemes

Please help us by staying in your home as much as possible and being respectful of communal areas when you have to use them. We need your help to avoid these areas becoming unpleasant for you or your neighbours while we’re unable to deliver our normal service.

One big thing we ask for your help with during this time is that you please don’t leave your rubbish or anything else that could pose a fire risk outside of your door or in communal areas.

As soon as the risk to our staff has gone down, we will resume our usual services.

Please visit our Contact Us page. We are experiencing some disruption to our usual services so if it isn't an emergency repair or other urgent issue, please contact us through our online form rather than over the phone.

With more people at home more of the time, you’re likely to hear increased noise from your neighbours.

Household noise – such as children playing, household appliances being used or music – wouldn’t be considered anti-social behaviour. Please be tolerant and patient with your neighbours whilst we all adjust to these new social distancing measures. Please also be mindful of the noise you and your household are making and the impact it may have on those around you.

If noise is persistent and at antisocial hours (between 11pm and 7am), then we’d recommend that if you feel safe to, you:

  • Speak to your neighbour politely (whilst maintaining a distance of 2 metres), or
  • Put a note through their door asking them to try and minimise their noise, or
  • Keep a log of what noise you’re hearing, and during which times – either in a notebook or you can download the ‘Noise App’ on your phone. Please do this for two weeks before submitting this to our Neighbourhood Team.

At the moment the Neighbourhood Team are focussing on emergency and urgent cases only. It may take us longer than usual to respond, so please bear with us if this is the case.

No. These services are only open for urgent or essential visitors.

People living in these services are more at risk, so it’s important that you do not visit. We’ve cancelled all activities in the communal areas and non-essential external visits.

If you’re interested in moving into one of our retirement schemes, please log an enquiry through our website and someone will be in touch to arrange a visit when things are settled.

It is important that we reduce visitors to these services as much as possible. The advice from the health services states that you should not visit unless it is essential (e.g. delivering food or medicine) and that you should do this as infrequently as possible.

We’ve temporarily stopped any external clubs or activities from being run in communal areas to reduce visitors to the schemes.

Our Independent Living Officers are now no longer carrying out home visits but are giving anyone who gets a home visit a phone call instead. We have postponed non-urgent repairs to limit the number of people visiting these customers and reduce the risk.

We continue to be on-hand via the phone for any of our customers who need us and can assist with arranging deliveries of food and other essentials where someone doesn’t have anyone else who can help them. There is very limited capacity in the team for us to do this, so please only request this if you really need it.

Our Housekeepers will continue to disinfect communal areas regularly.

We recommend following the advice from the NHS. This advice is being updated every day, so please make sure you follow updates online, on the radio, or from medical professionals.

If you ring in an emergency, please tell us you are self-isolating. You can also let us know in advance by filling in the form below.

Safety is always our biggest priority and we will judge each situation on a case by case basis. Where possible, we will try to help you over the phone.

I am self-isolating

We recommend that you follow government guidelines regarding what precautions to take and let us know if you are self-isolating.