Impact Housing Association

Improvement Through Action

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

Coronavirus - Covid-19 Updates

Here at Impact we appreciate what an uncertain and worrying time this is for our customers.  We are continually monitoring government advice and as a result have introduced a number of changes to our services.  This is to ensure we minimise risk to the health and safety of our customers and staff whilst also trying to continue to deliver services.


What services will we run & how to get in touch

In order to minimise the risk of the spread of the Covid-19 virus and to protect our staff we are closing all our buildings to the public as of the end of this week (Friday 20th March). This includes access to our offices, furniture stores and The Oval Centre and this will be until further notice, we will be operating a skeleton staff rota in our buildings.  Our aim is to carry on providing as many services as we can to you as a large majority of our staff will be home working we are providing you with additional contact information below.

**Provide repairs - Emergency Repairs & Gas Servicing only**

Please note following on from the Government announcement on 23.3.20 we have had confirmation that our supply chain will no longer be able to provide the supplies we need in order to complete routine repairs, therefore from today 24.3.20 we will be providing an Emergency Repairs and Gas Service provision only.  Please bear with us and only contact us to report emergencies to allow us to prioritise our workforce.   Please continue to contact us for emergencies in the normal way and please don’t be disappointed if we inform you we can’t undertake a routine repair, as we will be strictly adhering to Emergencies only.

If we have to come into your home whilst you are ill or in isolation you must ensure that:-

- There is  a clear path way to the area where the repair is necessary

- Make sure the area they need to work is clear and has been cleaned and disinfected, paying particular attention to the external door handles, bell, letterbox etc.

- Remain at least 2 meters/6 feet away from contractors – ideally stay in a different room.

The precautions are to ensure the safety of you and our contractors against the Coronavirus.

Paying your rent/benefit support

You can continue to pay your rent in the normal way.  However please note we are unable to take rent payments on site as all our sites are closed to the public. We have adopted a policy of no evictions for arrears due to Covid-19 but please ensure you speak to us first. Also any court cases in progress will be delayed until mid-June. Whilst we can’t waive rent charges we want to assist anyone in difficulty and have put additional resources in to support tenants who may need to claim benefits.  We can help with all the most up to date DWP information on our website we can check entitlement to benefits, offer budgeting and basic debt advice and make referrals to foodbanks.  All contacts are at the bottom of this page with the main email address being

Neighbourhood issues

Whilst we have halted all 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 are aiming to make contact with our tenants 70 and over to see if we can provide any help or support should they need it.

Vulnerable groups

We will also continue to support our residents in supported housing and Living Well schemes, however we are have implemented arrangements to shut down the communal areas in Living Well.  Anyone with concerns can contact the sites directly especially if you have concerns regarding relatives/tenants.  Specific communication is being provided to tenants.

**Halting Stock Investment**

From the end of today (24.3.20) in line with Government guidelines the Stock Investment Programme will be suspended until further notice. This includes external programmes for example painting, roofing etc. as well as internal programmes for example kitchens, bathrooms etc. Over the last few days we have been working to complete all properties currently having work undertaken inside and out, the works will have been or will be completed to a level whereby working facilities are available or the exterior is weather tight. Other items of work such as floor covering or wall tiling that is partially complete, will be completed as soon as we are able. We will keep you updated as to when the Investment Programme will be restarted.

The team will continue to work remotely and if you have any queries for the Investment Team please contact us on 01228 633 678.