Coronavirus update for customers

As the government continues to follow 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 now resumed inside the homes of all 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. 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 and we're working through the backlog of repairs that have been reported to us since 4 January 2021. 

If you have an outstanding repair, or have logged a new repair with us since 4 January 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.

Due to the most recent government update and the delay on lifting restrictions across the country we are able to confirm that following further consideration of our current risk assessment we will be opening our communal spaces to our customers and their visitors as of the 28th June. Any outside groups will not be permitted to use these spaces until they have provided an updated risk assessment and we further open these spaces for their use on the 19th of July. Customers are invited to enjoy these spaces keeping in mind the current government guidance. This is of course subject to change should the government review their restrictions or if we have any reason to close due to an increased risk posed in individual schemes.

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 COVID-19 – fever, cough, muscle pains, or loss of smell or taste – please follow the Government’s updated advice on the precautions you need to take. 


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.