Coronavirus (COVID-19)

Update on resuming services

We recognise you’re keen to know how and when various services will resume. We’re listening to your feedback on what’s important to you and working hard to give you answers as soon as we can.

For example, we’re getting ready to start letting homes again and begin to work on the backlog of repairs. Initially we’ll get in touch if we’ve already offered you a home, you’re waiting for confirmation about a mutual exchange or you have an existing repair that you’ve already reported. So we’d ask you to continue to be patient please and not contact us unless you have to.

Our challenge is to make sure that our customers and employees remain safe and are clear on exactly how each service will work under the new guidelines. We’re now able to give you information on some of the new arrangements for moving home. We’ll then share further updates here and on our Facebook pages as we have these for other services.
In the meantime, we’re continuing to deliver our essential services and you should of course get in touch if you have an emergency. Thank you.

Keeping safe

It’s really important that we all 'keep safe and don't pass it on', so please keep checking the government’s latest advice on keeping yourself and others safe. This means staying at home as much as possible and staying at home away from other people for 14 days if you develop a new continuous cough or fever or a loss or changed sense of normal smell or taste - 7 days if you live on your own.

Tell us if you have Coronavirus or are self-isolating

Let us know


Your home comes first

We know that some of you are worried about how you'll pay your rent if you have the virus, need to self-isolate with symptoms or because you’re particularly vulnerable, or if you can’t work because of the latest government guidance.

We want to reassure all our residents that no-one will lose their home as a result of this.
As the national advice changes, we’re continuing to look at how we can support you. There’s lots of useful information and FAQs on our income and rents page and we’re adding to this as we can. 

We’ve also reallocated our teams so that there are more people you can talk to for advice about paying your rent, claiming benefits, trying to find other work and so on. Please ring us on 0300 5000 926 and ask to speak to the Income team, who can also pass you on to our other specialist teams. This will be our focus over the coming weeks so please don’t worry on your own - ring us if you need us.

If you’re a market rent customer, please continue to ring us on 0300 330 9496 for any support and advice.

Focusing on emergency repairs 

At the moment we’re still only carrying​ out emergency repairs plus some other targeted safety activity such as gas safety checks, fire alarm testing, lift maintenance and cleaning of communal areas (particularly in higher risk sites such as our housing for older people schemes). 

You can continue to call us about emergency repairs on 0300 5000 926 (or 0300 330 9496 if you’re a market rent customer).

Our repairs and maintenance page includes some FAQs about what we are and aren’t able to do at the moment, plus videos about minor repairs and checks you can do yourself. But we’re now getting ready to start work on the backlog of repairs so please keep checking for more information soon. Initially we’ll contact you if you have an existing repair that you’ve already reported.

Key worker and Leicester student customers: please refer to the localised information we’ve sent you and continue to contact us in the usual way. 

Other services

Most of our employees are now working at home and contacting residents by email, phone or video call so that we can continue to provide other key services, advice and support. 

This includes ringing nearly 20,000 of our older and more vulnerable residents to see what support they need and check if they’d like us to stay in touch regularly at the moment. Please do let us know if you’d like this contact too.

Our Jobs and Training team is up and running. You can find out all about this service plus the jobs and online courses available now.

As well as support and advice for individuals, we’re making some new grants and other support available to community groups and small local businesses, to help them keep going. 

There’s more information about all this support (along with questions and answers on topics like domestic violence, bonfires, noise and flytipping) on our support for residents and communities page.

Don’t forget you can also keep up to date and contact us via our Facebook page @AskSovereign.

We’re doing everything we can to minimise the impact on our services to you - and to offer support on things like rents and income over the coming weeks and months. So please bear with us while we’re doing things differently.
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