Important Coronavirus (Covid-19) information for our customers

coronavirus information

Important coronavirus (Covid-19) information for our customers

As the coronavirus outbreak continues, we will work with customers, colleagues and stakeholders to limit the potential for transmission.

Update: Monday, 19 July 2021

The latest changes in coronavirus restrictions have created new challenges for our repairs service, with more than 10% of our frontline staff being asked to isolate.

We’ve made some temporary changes to services and from Tuesday, 20 July,  we will only be handling essential repairs requests until further notice and we have suspended the self-appointing repairs section of our customer app to enable our operatives to prioritise essential repairs requests.

We apologise for any inconvenience this may cause. These changes will be reviewed weekly and a full repairs service will be resumed as soon as possible. For more info please visit the repairs update.

The safety of our customers and our people remain our top priority. Everyone working in our homes has been fully trained to minimise any risks associated with coronavirus.

We fully understand that many of our customers may have concerns about anyone entering their home during the coronavirus pandemic. Everyone at believe housing wants to work with customers to address concerns and maintain safety. If you have specific concerns about an appointment, please don’t hesitate to get in touch beforehand.

We thank you for your patience and cooperation while we work through these difficult times.

guidance in your area

For the latest information on guidance in your area, visit your local authority website:

County Durham:



We will continue to closely monitor government guidance. As new information about coronavirus becomes available, we’ll update this page, so please and keep checking back.

What is the National Housing Federation Coronavirus statement?

The National Housing Federation represents housing associations like believe housing in England and has issued a statement to say that no one should lose their home because of coronavirus.

We recognise that these are unprecedented and worrying times for everyone and doing the right thing for our customers remains our priority here at believe housing.

In response to the National Housing Federation statement, Chief Executive of believe housing, Bill Fullen, said: “We wholeheartedly support the National Housing Federation’s stance on ensuring nobody loses their home during the coronavirus outbreak.

“We’re here to help anyone who is having difficulty with rent payments as a result of the current situation. We’re also closely monitoring the situation nationally and will look at any opportunities to help our customers through what looks set to be very challenging times.”

If you find that you are struggling to pay your rent or any other charges, please contact us as soon as possible. Our dedicated Customer Service Team and Money Matters Team are here to help. You can contact us on 0300 1311 999, by email , using the customer app, or through our online form.

You can read the full National Housing Federation coronavirus statement here.

What measures are believe housing taking?

We are closely following the official government guidance as it is released and have set up a dedicated internal team to react quickly to this and plan and deliver our response.

We have plans in place so that we can continue to deliver our services, this includes providing staff with best practice guidelines to minimise the spread of the virus.

We recognise that these are unprecedented and worrying times for everyone and we want to take the time to answer some of the questions you may have, please read our frequently asked questions about coronavirus page.

Coronavirus and Domestic Abuse

If you, or someone you know, is a victim of domestic abuse and needs advice and support during this unprecedented time, we can help, please click here for advice and support.

What is coronavirus and Covid-19?

Covid-19 is a new illness that can affect your lungs and airways. It’s caused by a virus called coronavirus.
Potential symptoms include:

  • A cough
  • A high temperature
  • Shortness of breath

Clearly these symptoms do not necessarily mean you have the illness. The symptoms are similar to other illnesses that are much more common, such as cold and flu.

The government is expecting that coronavirus cases in the UK could rise significantly and has reminded everybody of the importance of washing our hands and following good hygiene measures.

If you need to cough or sneeze ‘catch it, bin it, kill it’ is still the best way to help to prevent the spread of diseases.

Where can I find more information about coronavirus and Covid-19?

There is lots of information currently available about coronavirus and Covid-19. We would recommend visiting the official government website, and Public Heath England for all the latest accurate advice and information.

As new information about coronavirus becomes available we’ll continue to update this page, so please and keep checking back. This page was last updated on Tuesday, 10 August 2021.

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