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.

Repairs to homes:

Following the latest guidance from government, where it is safe to do so, we are now able to start routine maintenance and repair works. As you would expect, we have a backlog of repairs to work through, so please continue to bear with us, as we start the transition back to a more normal service.

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

Staying at home - social distancing:

Can we please remind everyone that the Government introduced three new measures that took effect from 23rd March:

  1. Requiring people to stay at home, except for very limited purposes.
  2. Closing non-essential shops and community spaces.
  3. Stopping all gatherings of more than two people in public.

The full guidance can be read on the Government website here

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


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