• Our offices will be closed for the Easter weekend from 5pm on Thursday 28th March until we reopen at 8am on Tuesday 2nd April. You will still be able to get in touch through 'My Account' or our emergency out of hours service. We hope you have a lovely Easter!

We’re continually reviewing the impact Coronavirus (Covid-19) has on our ability to operate our services. We’ll update our website with the latest information regarding any changes to our services or processes should changes be needed. 

Following the latest government advice, we are pleased that all our services are now operating. We are still taking extra precautions to ensure the safety of our colleagues and customers and you can find out more details below. 

What repairs are you doing?

We are currently operating all of our responsive and emergency repair and maintenance services.

How do I book an appointment?

You can use our online portal 'My Account' - It’s quick and easy to use and you can select the appointment that suits you best. 

Log in or create an account to book. If you need any help setting up an account, you may  find this page useful. For further help on this, and how to pay your rent , you can contact our Customer Contact Centre on our website using Live Chat. 

Our Customer Contact Centre colleagues will support you if you need help getting started with an online account, including if you do not have access to the internet but may have a representative that can do this on your behalf. 

What safety measures do you have in place to keep customers and colleagues safe?

Our colleagues have been briefed and given guidance and training on how to work safely. We have risk assessments, screening questions and standard operating procedures, which includes asking you the correct questions before we visit your home and wearing the correct PPE where needed. 

The wearing of face masks is the operative’s personal choice. However, should you want the operative to wear a face mask before they enter your home, please do not hesitate to ask. We will respect your wishes and wear masks.

Will you complete the repair if I am showing symptoms of Covid-19?

No, if the repair is not urgent we will not complete the repair and we will ask you to make contact once you have completed your self-isolation or shielding period, after which we will return to your property to carry out the repair. 

What happens if I don't want an Aspire Housing colleague to come into my house?

That’s no problem, we understand the challenging situation we’re in. If you’d rather we carried out your repair at another time, we will cancel your job and ask you to re-book when new appointment bookings are available again. However, if there are health and safety issues relating to your repair, we will insist we carry out the repair for your safety. 

I'm self-isolating or shielding - do I need to let you in for an emergency appointment?

We have a duty of care to keep you safe in your home. If you are self-isolating out of personal choice, we may still need to visit you, for example to carry out gas and electricity checks or essential visits to keep you safe.  

We will only visit your home in an emergency situation where we must do so for your safety, and it's really important in these instances that you give us access to complete the emergency works. We will ask anyone self-isolating to stay in another room whilst the work takes place.  

Please, help us to keep you safe. 

Do I need to tell you if I have been infected with coronavirus?

Yes, you do - if you are expecting a visit from an Aspire Housing colleague or one of Aspire’s contractors, you need to contact us. 

What services do I receive as a community living scheme customer?

Now that government guidance has allowed restrictions to ease, we will start to reintroduce the service that we agreed with you back in March 2020. This means that some of the services that were adapted during the pandemic will discontinue – as a result of this, you will no longer receive a weekly welfare call.  

Your new Community Living service offer will provide: 

  • A minimum of 3 visits per week to your scheme by your Community Living Advisor.
  • You will receive a monthly wellbeing visit.
  • Your Advisor will organise a quarterly customer forum. 
  • Your Advisor will support you to organise regular activities.
  • You’ll receive a quarterly Community Living Newsletter. 

What can I do if I'm feeling isolated?

The coronavirus outbreak has brought challenging times for us all, we're all adapting to a new way of life for the time being. As an Aspire Housing customer you can access Togetherall, an online community, free of charge. Accessing this online service gives you access to a range of information to support your wellbeing as well as advice and people to talk to.

You can register here.

I'm worried about how I can pay my rent - can you help?

We want you to know that we will do all we can to support you. We’re here to help when you need it, whether your work circumstances change, or you need help at a time when you’re unwell or having to self-isolate or shield. 

If you're experiencing problems paying your rent, then please get in touch. There is a range of help available from our Income and Money Advice Teams. Our colleagues are trained to be able to help you, find solutions and put people first. We have already advised many customers with benefits advice, debt advice and support schemes available. 

If you usually pay your rent at a Paypoint or Post Office and you are having to stay at home, don’t worry. We have many other ways that you can pay, including online or over the phone. If you can’t pay by these methods, we understand. Let us know, and we can agree alternative payment arrangements. 

If you're still struggling to pay following this advice, we can be flexible with your rent payments over the next few months. Similar to mortgage holidays, you can reduce or miss payments and catch up at a later date. Whether this is agreeing for you to miss a few weeks or pay less each week until you are able to pay more, the team can agree with you what will work best. Once you are able to pay again, we will come to reasonable, affordable arrangements to repay whatever has been missed. Don’t worry, we won’t charge interest on any amounts outstanding.

Latest Government Advice

Government has relaxed many of the restrictions that have been in place during the pandemic. 

The NHS has issued up-to-date medical advice on its website.