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COVID-19 (Coronavirus)

The health and safety of our residents, their families and our staff is our number one priority. Information about our services can be found here and on our social media.

We continue to review our services to make sure we keep our staff and residents as safe as possible.

Housing offices

We are offering a reception service to customers at many of our housing offices between the hours of 10am – 12.30pm & 1.30pm – 4pm Monday to Friday.

Home visits

Our Housing Officers and Income Officers have resumed visits to customers in their homes at a social distance.

Communal areas

We have reopened most of our communal areas in residential schemes for older persons. However, we encourage all users to maintain social distancing, wear a face covering while moving around and to continue to use hand sanitisers.

Personal services

Hairdressers and other personal service providers can work from schemes where the business operator has completed a Covid-secure risk assessment. This risk assessment will be checked by the local scheme manager.

Scheme managers

Our Scheme Managers in Housing for Older Persons and Leasehold Retirement Schemes are back in the office full-time.

Guest rooms have also re-opened (but there may be some restrictions on use due to cleaning between guests). Please contact your local Scheme Manager for more details.

Community centres

Community centres can re-open if the activities offered are Covid-secure. Please check with your local resident group for more information about your local community centre.

Estate inspections

In-person estate inspections have resumed. Please contact your Housing Officer to register your interest in joining your next local walkabout.

Public playgrounds

Most of our play areas are open. We continue to review the few that remain closed and will re-open them as soon as it is safe to do so.

Mutual exchanges

Mutual exchanges are now taking place. For more information, please contact our Customer Service Centre on 0800 131 3348.

In line with the UK Government roadmap on easing lockdown restrictions, we have resumed routine repairs inside homes as well as non-essential inspections and surveys.

You can report a repair by completing this form.

The health and safety of our residents, their families and our staff remains our number one priority. Please think about everyone’s safety when we visit your home by:

  • Telling us as soon as possible if you or anyone in your household currently has symptoms, is self-isolating or shielding by calling 0800 131 3348 (landline) or 0300 123 3511 (mobile). This helps us to take appropriate safeguarding measures and, where appropriate, to re-plan your repair
  • Keeping your distance while we are inside your home. You must make sure that you and any other household members such as children and pets stay at least 2 metres away from us at all times. You and your family should stay in another room while we are in your home. If possible, please wear a face covering
  • Opening external windows and doors whenever you can as ventilation is very important in helping prevent the virus from spreading
  • Clearing the area we need to work of any household items so the time we are in your home is reduced.

Our team may need to leave your home if they feel they are not able to work safely. They will always make sure repairs are made safe before leaving. Thank you for your support.

Further Information

What is an Emergency repair?

COVID-19 Repairs FAQs

'How to' DIY Guides

By law, we must carry out an annual service and safety check of all Sanctuary gas appliances in your home, this includes boilers, cookers and fires. Gas safety checks are continuing as normal.

Our registered Gas Safe engineers may need access into your home for these checks, which take no longer than an hour. You do not need to have direct contact with anyone visiting your property to complete these checks.

Please follow sensible precautions to keep yourself safe when our staff are visiting your property, as outlined on this page. 

If you are due your annual gas safety check and are self-isolating or are a shielded vulnerable patient, please let us know so we can understand how best to protect you and your family by emailing contactus@sanctuary-housing.co.uk.

In line with UK Government guidance, we are continuing with viewings and tenancy sign ups. However, to help limit the spread of Covid-19, we have made some changes to how we provide our services to ensure the safety of both prospective residents and our staff.

These changes include, but are not limited to:

  • Limiting the number of people that can attend viewings and sign-ups.
  • We will not enter the property with you to complete a viewing or sign up but will open the property for you, including leaving all internal doors open.
  • We will not routinely wear personal protective equipment (PPE), however, we will ensure we have washed our hands in line with government guidelines or use hand sanitiser.
  • We will maintain a minimum of two metres safe distance from you at all times.

When attending a viewing, please ensure that you have recently washed your hands or used hand sanitiser, observe social distancing at all times and avoid touching surfaces inside the property unless necessary. We would also ask that you consider wearing a face covering during the appointment.

Further information

Find available properties

We are continuing to collect rent and service charges as we normally do, but it is vitally important that you let us know as soon as possible if you are struggling to pay or are worried about meeting future payments.

Wherever possible we want to avoid court action and evictions during this difficult time and we are committed to working with our customers to establish an affordable repayment plan, taking into account individual circumstances. We want to work with you, so please email CIT.Income@sanctuary-housing.co.uk.

If you are unable to attend your benefit appointments, please let the Department for Work and Pensions know as soon as possible by reporting it on your online Universal Credit account.

Should you find yourself with no income due to the impact of coronavirus, if you do not already claim benefits, you may be eligible to apply for Universal Credit to help you pay your rent and service charges. You can find out more about Universal Credit and eligibility on the Money Advice Service website.

Customers with pre-payment meters who may not be able to add credit can speak to their supplier about options to keep them supplied. This could include nominating a third party for credit top ups, having a discretionary fund added to their credit, or being sent a pre-loaded top up card so that their supply is not interrupted.

More broadly, any energy customer in financial distress will also be supported by their supplier, which could include debt repayments and bill payments being reassessed, reduced or paused where necessary, while disconnection of credit meters will be completely suspended.

It’s understandable that not only our residents, but communities everywhere continued to be worried about how their lives will be affected by Covid-19.

If you are feeling overwhelmed, try talking to your family and friends and sharing how you feel. If you are worried that you may need more help, the following support is available:

The Mental Health Foundation has useful information on how to look after your mental health and it can be found on their dedicated website page.

Free 24-hour listening support

Samaritans is available to listen at any time of the day or night. You can talk to them about anything that's troubling you, no matter how difficult.

Call free on 116 123 or visit the Samaritans website.

Shout offers confidential 24/7 crisis text support for times when you need immediate assistance.

Text "SHOUT" to 85258 or visit Shout Crisis Text Line.

In a life-threatening emergency, you should dial 999.

The national lockdown earlier this year led to restrictions in accessing homes. While we have rescheduled thousands of planned works, considerable delays remain as we try to address the backlog.

We appreciate how frustrating any hold-ups must be for you and would like to thank you for your patience. We realise how important reinvestment work is and we are constantly reviewing our approach in line with any local and national restrictions.

If you have any questions about reinvestment work you believe should have been planned for your home, please complete our contact form.

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Repairs Service Update

We are sorry some of our repairs are taking longer than usual. We wanted to let you know why this is and what we’re doing about it.


Read our Repairs Service Update


Information about Covid-19 can be found on our Covid-19 page and on our social media.

Read our notice