COVID-19 Information for Customers

COVID-19 Update 25-3-20

We understand this is a worrying situation, the safety of our colleagues and customers is our utmost priority. Following the Government decision to raise the COVID-19 response level to ‘Delay’ phase and implement ‘social distancing’ measures, we are making some temporary changes to our services to help reduce the spread of COVID-19.

We are still open for business, but we are reducing our face to face appointments. The changes below will be in place to protect our colleagues and customers.

From 23rd March;

  • The Repairs & Maintenance service will cover emergency repairs only and will also include any necessary compliance checks / H&S related work or inspections.

What will happen next?

Our customer service team will be contacting you shortly to cancel any non-emergency repairs you have booked in with us. We will also be cancelling any planned works such as kitchen, bathrooms if they haven’t started yet (we will finish these works if they have already started).

To see what an emergency repair is click here

  • My Account – rent & repairs app. We are temporarily closing the option to report a non-emergency repair via our app. You can still use the app to pay rent.
  • Head Office is now closed. 

If you have concerns about paying rent please contact the Income Management team on 0300 303 9848 or DM us on Facebook, they can discuss rent payment arrangements and refer you to our Money Matters and Employment teams.

Our other support services are still here for you;

• Support & Wellbeing Team 0300 303 9848 or Contact us

• Lettings team 0300 303 9848 or Contact us

We are monitoring the advice from the Government and we will keep you updated via our website and facebook page.


We are currently reviewing the impact Coronavirus (COVID-19) might have on our business & will update our website with the latest info regarding any changes to our services or if changes to our services need to be made.

Contacting us 

The wellbeing of our customers and colleagues is vital and we are focused on preventing the spread of the COVID-19 in line with Government guidelines. We would ask that if you are self-isolating, have recently returned from a country listed here or have any of the known symptoms listed here  that you let us know this when you speak to a member of our team.

Colleagues from the Trust will be making additional checks with customers when making appointments and visiting customers to identify any risks to themselves or the wider public.  This is a precautionary measure to help prevent the spread of infection in line with Government advice.  Trust colleagues will also be subject to the same screening when visiting our customers.

If you have changed your phone number or email address recently please contact us to make sure we have the correct contact information on our system. Call us on 0300 303 9848 or Contact us . You can also update your details by downloading our new App click here for more information.

Employment Horizons service change

We are temporarily not offering face to face appointments for employment  support at the following venues;
  • Greenbank Hub, Northwich 
  • Greenfields Bungalow, Winsford
  • New Images, youth centre, Winsford. 
We are still here to help you. You can contact us and access our support services via telephone 01606 813 546 or email 
We are assessing the situation daily and will keep this page updated, as well as our Twitter and Facebook pages (13-3-20)