Coronavirus update for customers

Following the government’s announcement outlining its road map to ease lockdown, we wanted to update you on our approach to delivering services in and around your home.

Gas safety inspections and lifting equipment services have resumed inside the homes of clinically extremely vulnerable customers. It’s crucial these inspections are completed to ensure your home remains a safe place to live, so it’s important that you allow our employees access if you have a service or inspection that is due and we haven’t yet been able to visit your home.

We've also resumed processing mutual exchanges that were suspended on 4 January 2021. Once this backlog is complete we expect to be able to process new mutual exchange applications from 15 April 2021. We'll do all we can to progress applications as safely and quickly as possible. 


We’ve now started to carry out routine repair services inside your home, unless you’re clinically extremely vulnerable. If you’re clinically extremely vulnerable, we plan to restart repairs inside your home from 1 April 2021.

If you have an outstanding repair, or have logged a new repair with us since January 4 2021, you don’t need to do anything to get this repair re-booked. We’ll be in touch with you when we’ve arranged a new date for this work to take place.

If we’re due to carry out a repair in your home, it’s important that you let us know before we arrive if you are shielding, self-isolating or otherwise affected by COVID-19 by calling us on 0333 400 8222.

Please follow social distancing rules and if you can, you’ll need to stay in another room for the entire visit. If that’s not possible, please wear a face-covering at all times. Our colleagues will also ask for windows to be left open in the area they’re working in. We’ve put together this video to give you an idea of what to expect when we visit your home.   


We understand that you may be concerned about your finances, especially at the moment, but please be reassured we will work to help you as much as we can. 

We have created an advice page to answer some of the questions you may have and we have a dedicated team of highly skilled people who are available to support you.

Our Financial Wellbeing and Customer Accounts teams are ready to help as much as they can, and we would encourage you to talk to us about your financial situation if you are worried. 

We have a money advice tool that can help you to budget for rent and other charges, food and utilities.  The Department for Work and Pensions has issued guidance about claiming support through Universal Credit. You can also visit our website pages for advice about Universal Credit, the government’s 80% pay furlough scheme and guidance if you are self-employed.

The Quids In! magazine, which we provide free to our customers, has updated its website to offer a host of money advice, tips and support.

Our Into Work and Financial Wellbeing services are available should you need them and our teams can support you through this period by helping you access work opportunities or offer help with managing your money. 

We’re working hard to make sure we don’t add to your worries at this time and ask that you keep in touch with us about your situation. If you are concerned about paying your rent or other charges, please call us on 0333 400 8222.        


We’ve restart carrying out routine repair services inside your home, unless you’re clinically extremely vulnerable. If you’re clinically extremely vulnerable, we plan to restart repairs inside your home from 1 April 2021.

Our internal communal areas will remain closed. We know that communal areas are important to many of you but it’s vital that we do everything we can to limit the spread of the virus and help keep you safe.

Please follow latest government advice when moving around the building, keep at least two metres from others and wear a face covering at all times.

For more information please see our Coronavirus advice for Extra Care schemes page. Full guidance can be found on the government website.

Your health and safety and that of our colleagues is our priority and we are led by the government and our own risk assessments. 

We’re doing all we can to ensure that you continue to receive the services you need, whilst following the measures outlined by government to protect our customers and colleagues.

For more information please see our information for Independent Living Customers.



Until further notice our offices remain closed to customers. Our Neighbourhood Officers will be out and about as normal conducting estate inspections, but we would ask that any contact with them is made by phone.

Our teams are here to help you. Our contact centre remains open and you can still reach us by calling 0333 400 8222, through My Aster or using our contact form


If you feel unwell and have any of the symptoms of Coronavirus – fever, cough, muscle pains, or loss of smell or taste – please follow the Government’s updated advice on the precautions you need to take. 

If we are due to visit you and you have recently returned from a country where the government has imposed a 10 day quarantine period, please contact us through our contact centre and we'll re-arrange your visit.


Whilst the environment around us is uncertain, please be reassured that we have over 1,400 caring, compassionate and dedicated people who will do their very best to continue to provide you with essential core services.

We’d like to take this opportunity to thank you for your support and understanding as we work together to play our part in limiting the further spread of COVID-19. 


Our high level risk assessment provides an overview of the controls we have in place to help keep our people and customers safe. This document is updated and reviewed on a weekly basis.