Impact Housing

Improvement Through Action

Call us on: 03448 736 290
24 hour local rate number

Coronavirus - Covid-19 Updates

Keeping services running during lockdown

Following the announcement of a third lockdown across England from  5 January 2021 we have updated the information for our customers on our website and will be posting updates on the changes on social media.  There are only a few changes with most services continuing as normal.  Hopefully this will reassure you that we are doing everything we can to keep services running as normal as possible and explain the measures we're taking to keep you safe.

You can find the latest Government advice here - Coronavirus (COVID-19): guidance and support - GOV.UK (

Some important things to remember:

Visit our website and remember the link – Coronavirus - Covid-19 Updates | Impact Housing

Government advice is changing frequently, our website is the place to go for all the latest information on our services. Please try to visit the website before calling us. Many common queries are answered there. You can also call our customer services team on 03448 736 290. We’ll ensure both the website and our customer services team are always up-to-date with the very latest information so you can understand exactly how services are operating within the boundaries of the latest Government advice and how we’ll work with you on any issue that arises.

If you contract coronavirus or have to self-isolate or are clinically extremely vulnerable – please let us know when we contact you so that we can help prevent the virus from spreading and to protect our staff and other customers, as we will not visit you unless it is an emergency.

If you need to access a test centre you can find a link to all the centres within Cumbria here. COVID-19 Testing sites in Cumbria :North Cumbria CCG

Home visits & Repairs 

Our Repairs service is operating as normal during this time but some repairs may take longer than usual, so please bear with us. If you have a safety check coming up, or a repair booked in with us, we’ll always contact you directly if anything changes. If we do have to visit you, we'll follow all Government guidelines to keep you and our contractors safe.  A video is available here on how we’ll keep you safe during visits.

If customers or members of their household are self-isolating or shielding, we will only carry out emergency repairs and essential safety work (i.e. gas safety checks).

If you are shielding or DO not want a non-urgent repair completed during this time you can contact us on 03448 736 290 and we can discuss your options with you.

You can continue to report repairs in the usual way as follows:

  • The customer app – which can be downloaded from the App Store (Apple) and the Play Store (Android) by searching “Impact Housing Customer App”,
  • Email our Customer Services Team on –
  • Telephone our Customer Service Team on 03448 736290


Please note that we may not be able to give you a date or time as to when the repair will be completed at the moment.

Neighbourhood issues

Whilst we have halted all but essential face to face contact with our neighbourhood team, scheme visits and our customer engagement activities you can still speak to your local Neighbourhood Officer directly using the numbers below, whether this be for some general tenancy advice or to report anti-social behaviour.

Vulnerable groups

We will also continue to support our residents in supported housing and Extra Care Housing schemes, however we have closed communal lounges with gardens remaining open for residents only. All tenants in our Extra Care Housing are allowed one essential visitor this needs to be arranged with the Scheme Manager and be part of a qualifying support bubble. Anyone with concerns can contact staff directly especially if you have concerns regarding relatives/tenants. Specific communication is being provided to tenants.

Face masks/Face coverings

In line with Government guidance when staff visit your property we will always wear a face mask. However, we will require you to wear a face covering/mask when it is difficult to maintain social distancing of 2 metres. This would also apply if you are viewing one of our properties.

We are asking that as a precaution you wear a face mask when allowing our contractor in and showing them to the repair and then move into another room.

The new Government Guidance for the third lockdown confirms that Tradesmen can enter properties to complete necessary repairs or compliance activities. If you are in the clinically- extremely vulnerable category we will discuss options with you when we make the appointment.

Let's Talk Rent

Many customers have experienced financial problems during the pandemic. If you're experiencing problems simply, Let's Talk Rent. Get in touch now to start the conversation or email us on

The Oval Centre 

We have returned a very limited number of colleagues to our Covid compliant offices, for essential only tasks. Those staff that were based in the Oval Centre are either working from home or Nook Street

The Oval Centre Gym has had to reclose again and will remain closed during the lockdown.  We will review the re-opening of the gym mid- February based on Government guidance.

We will continue to monitor the situation and we have currently put on hold the review of the requirements needed to re-open the Oval Centre.

Impact Furniture Stores 

Our IFS stores will remain closed and we will not be taking any furniture donations until further government guidance is issued.  We do however, remain in contact with local support agencies to assist them in emergency requests for furniture. Coronavirus has been a huge challenge for us all and our amazing front line staff have been carrying out work in the most challenging circumstances we’ve ever faced. Thank you so much to you, our customers, for your patience and understanding during this period.

Our Customer Promise- Impacts interim service standards

In all of our interactions with customers, we will seek to demonstrate that we care about them, that we can be trusted and that we will always do the best that we can.

Our interim service standards are listed to the right of this page. In summary here’s some key points:

We will make it easy to deal with us

  • We will offer a variety of ways to access our services including online and over the telephone.
  • On occasion, if a Customer Service Assistant is unable to answer your call, your call may be transferred to our out of hours service Call Care.
  • We will make additional services available if required, such as hearing enhancements and translation services.
  • When you contact us, we will give you the name of the person dealing with your query, explain things clearly and tell you what will happen next.
  • We will aim to resolve your query within 3 working days but if that’s not possible, we’ll contact you to let you know when we will be in touch.


We will respond quickly and fairly to Complaints

  • We are continuing to follow the Ombudsman’s advice on responding to complaints during this period and where possible, we will continue to deliver our normal service standards.
  • Where this is not possible due to current circumstances, we will contact you and keep you informed of any progress.