Information to customers about Coronavirus (COVID-19)

You can read the latest information from Government offering guidance to tenants here.  This website contains some really useful advice about rent payments and reminds you to contact your Landlord as soon as you can to discuss any financial worries or loss of income, so we can help you access benefit advice.

Government Landlord & Tenant COVID - 19 Guidance

There is lots of information on this site, but it’s easy to navigate and has the answers to many of the questions you may have.

On 18th May the Minister of Housing issued a letter setting out the measures to support social housing residents during the next phase towards re-opening society. To read this letter click the link below.

Housing Minister's Letter to Housing Tenants 18th May 2020

Vulnerable tenants: 

Government has said that people at a higher risk of illness have been receiving letters from the NHS. If you receive one of these letters, please let your Housing Officer know. Contact numbers for all Housing Officers are on our website - please see link at bottom of this page.

We want to make sure that we are providing as much support to our tenants as possible, and it is important that we know who is most vulnerable so we can ensure we support you in the most effective way.

Please also look out for your neighbours at this difficult time – if your neighbours are elderly or vulnerable and are also Accord tenants, please let your Housing Officer know if you think they may need additional help or support.

Entering your property:

Where it is safe to do so, we are now able to start routine maintenance and repair works.

We have put new processes in place to help protect you, members of your household and our staff from the risk of the Coronavirus. We would really appreciate your support with these new processes.

If a Housing Officer or repairs operative needs to enter your home, if it is not possible for them to wash their hands, they will use hand sanitiser when they arrive and leave the property. 

Could you please ensure you maintain the 2 metre distance from staff and operatives at all times. We also ask that, wherever possible, you leave the relevant doors open, so the operatives can access repairs without having to touch doors, door handles etc.

Repairs to homes:

With the easing of lockdown restrictions, our teams are now busy working through the backlog of routine repairs and maintenance. If you are still waiting on a repair, please be assured we are making good progress and will be in touch as soon as possible. The table below shows you the timescales we are working to.

Our standard response time for routine repairs is 28 days – our teams are working hard to get back to this.  

Plumbing and electrical If you reported a plumbing or electrical job before 1st June, we will contact you by the end of July to arrange an appointment. 

For jobs that have been reported after 1st June, we will contact you by August 31st to arrange an appointment.

We have a large quantity of carpentry jobs, including door replacements and glazing, we will be in touch with all customers by 31st August to arrange appointments.


Painting will restart from 13th July. We will be in touch within 4 weeks of this date to arrange an appointment.

Fencing (including gates)

Fencing work will begin again later in July and we will be in touch to arrange an appointment. Please be aware that due to the large number of fencing repairs it will take us up to 6 months to complete all outstanding jobs.


Currently on hold due to social distancing - updates to follow.

Roofing, plastering, brickwork

Work will be completed by external contractors and further details will follow.

If we need to enter your home, our operatives will follow all the latest government advice and guidance and will maintain a safe distance. We are continuing to carry out annual gas servicing, so our operatives will need to arrange access to homes when these are due.

If you have any symptoms associated with the Coronavirus, it is important that you let us know, so that alternative arrangements can be made. Please contact your Housing Officer or call 0300 111 7000. 

We do reserve the right not to enter a property if it is felt there is a risk.

Thank you for your continued support at this time.

Calls to Customer First and Paying Your Rent:

Our contact centre is experiencing higher levels of calls than usual. We would really appreciate your help during this time, by helping us to reduce the number of calls we can reduce the amount of time customers are having to wait to speak to a Customer First Advisor.

To help with this, please only report emergency repairs or other emergency issues at this time. 

If you normally pay your rent over the phone via Customer First, please call your Housing Officer or our automated telephone payments line instead, on 0844 557 8321 or visit You will need your PRN reference from your rent card to hand.

Alternatively your Housing Officer can help you set up a Direct Debit.

If you pay by direct debit you don’t need to do anything as collections will continue as normal.

Should you have any other queries about your rent please contact your Housing Officer who will be able to assist you.

The latest information about Government support for renters is available on the Government website:

Your Housing Officer:

Following Government guidelines, our Housing Officers will be undertaking emergency and essential visits ONLY. All non-essential contact will be by phone or email so please ensure that we have your most up-to-date contact details - phone number, email address and an alternative emergency contact - on our system. You can do this via the customer portal or by ringing Customer First or your Housing Officer. We will also be contacting customers to ensure we have the right information for you.

Over the coming weeks we will be communicating with you more frequently through email, so please check you emails regularly for any updates. Sometimes emails can go into your Spam folder, so please do check there if you don’t think you are receiving emails from us.

Contacting Your Housing Officer - a full list of names and contact numbers can be seen here

The latest information and facts about Coronavirus (COVID-19) is available on the Government website:


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