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Louder & Stronger

Ensuring our customers’ views are listened to and acted upon

We understand that this is a very worrying time for you and your families. With this in mind, we have put together some frequently asked questions, to help you feel at ease. 

If there is anything that we have not covered and you are still feeling unsure, please contact us.

We thank you for your patience and understanding during this uncertain time. 

  • Rent Payments - How do do this whilst your office is closed?

    We are unable to take cash payments at either of our receptions during the closure, with your green rent card you can pay you rent at any post office, anywhere displaying a PayPoint sign, online through Allpay or by calling us on 01283 528528. It is important you continue to make payments as usual.

    For more information on these options please click here.

  • Rent Payments - Should I stop paying rent during the outbreak?

    Customers should continue to pay their rent and abide by all other terms of their tenancy agreement to the best of their ability. The government has a strong package of financial support available, and where you can pay the rent as normal, you should do.

    If you are unable to pay your rent, please call our income team on 01283 528 528.

    In many if not most cases, the COVID-19 outbreak will not affect your ability to pay rent. If your ability to pay will be affected, it’s important to have an early conversation with us. Rent levels agreed in your tenancy agreement remain legally due and you should discuss this with us if you are in difficulty.

  • Repairs - What happens if I need a repair?

    If you need to report a repair you can do so online: or by calling us on 01283 528528.

    Emergency repairs can be reported by calling 01283 528528, even when the offices are closed. For more information on what is classed as an emergency:


  • Gas Servicing - My gas service is due, what do I do?
    We have been given clear guidance on what is required of us in regards to gas safety. The Government is still enforcing the legal requirement for Landlords to carry out gas safety inspections and require us to fully comply with the Gas Safety (installation & Use) Regulations.
    This is to ensure the safety for you in your home and we are working closely with J. Tomlinson who are following all of the Government guidance and updating their working practices as necessary.
    They are also taking additional precautionary measures to ensure that you and their engineer’s safety is put first.
    If we need to visit you, we will make sure that our colleagues are well protected, clear down any areas of work and keep a safe distance from you during our visit.
  • Appointments - I have an appointment at Burton or Uttoxeter what do I do?

    All meetings have been postponed unless absolutely necessary.

    In these instances you will be asked to confirm that you are not displaying any symptoms of Coronavirus. If you have any symptoms we will not be able to meet with you until you are well.

  • What if I need to visit your offices?

    For all non-essential matters, until further notice our offices are closed to visitors.

    Colleagues are still contactable via our website, by email or by phone 01283 528528.

    Please be aware that we are expecting a higher volume of calls as a result of the closures and thank you in advance for your patience.

    If your meeting is required to go ahead, you will be asked to confirm that you are not displaying any symptoms of Coronavirus.

  • Self-isolating - Do I need to let you know?

    If you require a service from us and have:

    • been told to self-isolate
    • symptoms of the Coronavirus
    • a confirmed case

    please call us on 01283 528 528 to let us know. 

    We will process any information you provide on this matter in accordance with our privacy policy 


  • Shared Ownership - I’m a shared owner, how does this affect me?

    Most shared owners will pay both rent and a mortgage. Like other mortgage holders, shared owners who are struggling to meet their mortgage payments as a result of Covid-19 will be able to request a mortgage payment holiday from their lender. 

    Shared owners should continue to meet their financial commitments where possible. The government has introduced a strong package of financial support, so where you can, you should still pay your rent to us and your mortgage to your lender as normal. If you are unable to do so please call us on 01285 528 528 and contact your mortgage provider at the earliest opportunity.


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