Coronavirus (COVID-19) Advice for customers

Latest page update – 9am on 2 April 2020

Latest government guidance and what to do:

  • Stay at home
  • Only go outside for food, health reasons or essential work
  • Stay 2 metres (6ft) away from other people
  • Wash your hands as soon as you get home

It’s really important that all our customers and colleagues keep safe and don’t pass it on so please keep checking the government’s latest advice on what you can do to keep yourself and others safe.

You can also keep-up-to-date with the new GOV.UK Coronavirus Information service on WhatsApp. It’s free and simple to use – find out more here.

If you are self-isolating

If you are self-isolating or have been diagnosed with coronavirus, it’s really important that you let us know by completing our online form below.

You can also find advice about home isolation HERE

Contacting our customer service centre

Due to the impact that coronavirus is having on the way we deliver services, we can only accept emergency calls at this time.  We are therefore asking customers to only contact our customer service centre to:

  • Report an emergency repair – an emergency repair is a problem that represents an immediate risk to safety, security or health
  • Access income and money advice
  • Report high risk anti-social behaviour
  • End your tenancy
  • Speak to us about Safety First inspections - gas safety, electrical, fire doors, etc.
  • Report safeguarding concerns

For all other enquiries please email or contact us via Live chat during office hours.

You may also be able to find the answer to your query in the Online services and FAQ sections of this website.


Please visit our new frequently asked questions page for all the latest updates on our services during this time.  

Wellbeing advice

Staying at home for a prolonged period can be really difficult and lonely, so it’s important to take care of your mind as well as your body and to get support if you need it.
Staying in touch with family and friends over the phone or on social media can really help. Taking daily exercise, especially if you can get outside, can also give you a much-needed boost.  Please remember that if do venture away from your home you should follow the government guidelines.

Online support
There’s a whole range of great information online offering you top tips to help you keep your mind and body healthy. The NSPCC also offer advice on how to talk to a child, if they are worried about coronavirus – find out more here .

Local council hubs
The government has announced that councils are being asked to set up hubs within their communities to provide help and support, so you should visit your local council’s website to find out more.  There may also be an opportunity for you to volunteer to help, too.

Are you worried about a child, friend, family member or neighbour?
If you have concerns about a child or adult, particularly with everything that is happening and the added difficulties we are all facing, please speak up. 
Whilst it can often be difficult to identify abuse or neglect, if you are in any doubt, please report it to our our customer service centre on 0800 111 4554.
You can also share your concerns with Stafford Borough Council’s safeguarding team.
Further advice is also available online:

Fire safety advice
With more people working and staying at home the Fire Service is asking everyone to #TakeExtraCare
To access top tips on how you can help to keep your family safe please visit Staffordshire Fire and Rescue’s website or follow them on their Facebook page to see regular updates.

If you contact us to request a visit

If you request a repair or other service requiring a visit from our staff, we will ask you some brief questions about your health.

  1. Have you been abroad in the last two weeks? If so, which country did you visit?
  2. Have you had any contact with any person whom has been diagnosed with coronavirus, placed in isolation or who is showing symptoms (coughing, temperature, shortness of breath) of coronavirus?
  3. Are you or your immediate family showing any of the following signs or symptoms, coughing, temperature, shortness of breath?
  4. Have you received any medical advice from the NHS, 111 or GP regarding coronavirus exposure for you or your immediate family?
  5. Do you currently have a new and persistent cough or high temperature?

Please don’t be offended by these questions, which we will be asking ALL customers before we visit their home. We know that you will understand that we need to work together to reduce the spread of infection.

Visits to our offices

 Due to the impact that coronavirus is having on the way we deliver our services, our reception service will be closed from Monday 23 March until further notice.

Keeping you informed

We are working to protect our customers and staff and to maintain essential services. 
We continue to monitor the daily updates on COVID-19 from the government and the NHS as well as the advice from Public Health England. 
We will continue to regularly update this page with any significant changes in services or policies, so please check back to keep up-to-date.

Useful links
Beware of scams

Sadly, fraudsters and thieves are using the coronavirus pandemic to find new ways to scam people.

Phishing emails and texts are being used to target people and the elderly have been conned out of their money by thieves offering to do their shopping, as they self-isolate.  Victims have also lost money purchasing face masks and similar items online that never arrive.

Please be on your guard for possible coronavirus scams and look out for vulnerable family members, friends and neighbours who may become a target for fraudsters.

If you are the victim of fraud you can report it online to Action Fraud or contact your local police on 101.

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