Coronavirus (COVID-19)

Pattern circle

During the COVID-19 (coronavirus) pandemic we've been closely monitoring guidance from the government and NHS England so we can take a proactive approach to protect our three main priorities: our staff, our residents and maintaining our services.

Supporting our tenants

Take a look at the booklet below to see how we're supporting our tenants during COVID-19: 

How we’re working

We want to reassure you that our usual services are still being provided. We’ll continue to carry out home visits when necessary. We’re continuing to follow Government guidelines and making sure all work is done in a COVID Secure way;

  • No work will be carried out in a home which is isolating - unless it is to remedy a direct risk to safety.
  • We’ll contact you prior to any visit to discuss how the work will be carried out to minimise risk for everyone.
  • We're COVID-19 Secure and advanced PPE will be worn by all contractors entering your home.

Customers are able to bid on homes as usual. 

We know this is a difficult time. If you're worried about paying your rent, finding things hard to deal with, or you just want someone to talk to, please get in touch and we’ll do everything we can to help.

New ways of working

COVID-19 Secure

COVID-19 Secure confirms that our contractor/partners have put in place increased safety measures which respond to coronavirus.

In this new environment a review of all working practices has had to be undertaken to ensure all comply with current government and Public Health England guidance.

Read our COVID-19 Secure page for more information.

Rent and benefits during COVID-19

We know that some people will be experiencing uncertainty around their income and paying their bills during this time. Supporting tenants through this difficult time is our priority. The last thing we want is for anyone to be worrying unnecessarily, so please have a look at the rent and benefits page and contact us as soon as you can if you’d like to speak to someone.

Domestic abuse support

Domestic abuse, or domestic violence, is defined as any incident of controlling, coercive or threatening behaviour, violence or abuse between those aged 16 or over who are or have been intimate partners or family members, regardless of their gender or sexuality. 

See our domestic abuse support page.

Coping with grief and loss

We understand that losing a loved one is a devastating event and the grief that comes with loss, can be expressed in different ways.

To support you during this difficult time we've compiled a number of resources to help you with your bereavement and grief.

It's important to remember that you're not alone and there are lots of support organisations available to help you.

See our grief and loss support page.

Support organisations

Wherever you live in the community, there's help available. Whether you need a food delivery, medication collecting, or even just a friendly chat, help is at hand.

See our list of support organisations.

If you're currently self-isolating, Bucks Council has produced a self-isolation support pack, giving you advice, guidance and information on all things to help you during this difficult time, including where to find local support.

Download the self-isolation support pack (PDF).


Our obligation to ensure that our homes are kept in good repair and free from hazards has not changed. No work will be carried out in any household which is isolating, unless there is a risk to the safety of the household, such as emergency plumbing or repairs, and where the contractor is willing to do so. In such cases, Public Health England guidelines will be adhered to. 

Read more information about repairs.

Visiting your home

As a precaution, we're also screening all our customers on the day of appointments to avoid contact with customers who may have, or be exhibiting symptoms associated with COVID-19. All our contractors have been instructed to ensure Public Health England guidelines are adhered to; including maintaining a two-metre distance from any household occupants when carrying out a repair to maximise everyone’s safety. All our contractors are also being screened to ensure that those that may have symptoms, however mild, do not carry out works.


We've added more to our coronavirus FAQs, including questions about repairs and rent. If your question hasn't been answered, contact us and we'll be more than happy to help.

Our offices

On the advice of the government, we've closed our offices to minimise the chances of the virus spreading among residents, staff and our partners. Our staff are able to work remotely, and whilst we'll try and deliver a normal service, we may have to prioritise what we do in line with government advice and availability of resources. Even though we're now operating as a virtual business, the way you can get in touch hasn’t changed.

COVID-19 volunteering points

You might volunteer in order to give back to the local community or to benefit from the opportunities available as part of the Twenty11 offer, such as working with a Community Potential Specialist to progress your career and Personal Success Plan. In some circumstances, volunteering means our customers can gain positive Tenancy Sustainment Licence points.