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 second "lockdown" across England from November 5, we have written to you with the information below to reassure you that we are doing 
everything we can to keep services running and explain the measures we're taking to keep you safe.

Some important things to remember:

Visit our website and remember the link - With Government advice changing frequently,  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 – 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.

Home visits

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 that affects you. If we do have to visit you, we'll follow all Government guidelines to keep you safe.  A video is available here on how we’ll keep you safe during visits.

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. We have recently made contact with our tenants 70 and over to see if we can provide any help or support.

Vulnerable groups

We will also continue to support our residents in supported housing and Extra Care Housing schemes, however we have closed communal lounges. Gardens are still open to residents only. All tenants in our Extra care Housing are allowed one essential visitor this needs to be arranged with the Scheme Manager. 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 may now 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.

You will not be asked to do this when our contractors attend because they have their own risk assessments in place to ensure social distancing can be met (for example asking you to remain in a different room whilst the repair is carried out). 

The new Government Guidance for the second lockdown confirms that Tradesmen can enter properties to complete repairs or compliance activities. If you are in the extremely critically 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 Update 5th November 2020

As you are aware Government guidance continues to change due to the ongoing pandemic, and we continue to monitor all our activities to assess when they are safe to return to ensure we protect our customers, colleagues and the wider community.

We have returned a very limited number of colleagues to our Covid compliant offices 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 and will remain closed until Wednesday 2nd December

Impact Furniture Stores 

Our IFS stores will be closed from Thursday 5th November to Wednesday 2nd December. Our collection service will also pause and will be reintroduced when we open next month. 

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. 

Take care and stay safe.