Working through this together

We know that everyone’s lives are being impacted by the coronavirus (COVID-19) outbreak. We are writing to residents to make sure you’re up to date with our services and know how to contact us if you need any additional advice or support.

We are working hard to provide critical services, support the most vulnerable and help keep everyone safe. We’re continually monitoring and adapting the way we work, based on the Government’s advice. Here is an update on our services:


Our absolute priority remains the well-being and safety of our residents, employees and contractors. We want to protect everyone from the risks of catching or spreading coronavirus. We are still delivering emergency repairs, including communal areas. Emergency repairs will typically cover issues that present security risks, cause uncontainable leaks, loss of power or loss of drinking water provision.

If you or a household member need to request an emergency repair, but go on to feel unwell or need to self-isolate, please tell us so that we can discuss the best ways to support you.

Non-urgent repairs, replacement programmes and some other services are currently on hold due to coronavirus: we’ll let people know when we’re able to take calls again about non-urgent repairs and how we’re going to catch up with those works as soon as circumstances allow.


We know that many people’s work, family and income circumstances have seen dramatic changes. Many residents are facing serious financial difficulties. We believe that no one should lose their home because of coronavirus  and we can support you if you’re having difficulty with rent payments.

If you’re unable to pay some or all of your rent together with other bills, please get in touch with us as soon as possible on 01372 814 000. We can offer you advice on money matters, including help with claiming benefits, which many more people will now be eligible for.

Don’t forget, you can pay your rent by phone on 01372 814 000 or through our customer portal, My Rosebery. This might be especially helpful if you need to self-isolate or want to avoid visiting payment outlets at present.

If you are one of our homeowners, we also encourage you to make contact with your mortgage lender to see if they can offer assistance.

Support and advice

We will be phoning residents who may need some extra support during this period. While we are trying to contact as many residents as we can, some may not be on the phone or email – if you or someone you know  would benefit from additional support please drop us a line. We will do our best to support you.

Local Authorities (LA’s) are currently establishing Community Hubs. The hubs will support people who the Government has identified as the most vulnerable and who have no social network to support them. We are in contact with the LA’s and other community organisations, including the foodbank, to work up a plan about how Rosebery can assist – this may be through deploying our staff as volunteers or in some other capacity. If you are in need of assistance please get in touch.

Lettings and mutual exchanges

Because the latest Government advice recommends limiting contact, we are only carrying out works to provide accommodation for the homeless and we are temporarily suspending mutual exchange, Right to Buy and Right to Acquire applications. Once the guidance changes and our services return to normal, we will be in contact with customers who have applied to exchange or are waiting to move into one of our properties.

Estates and communal services

Our Estate Services contractors have been working hard to deliver a normal service, but as different restrictions are potentially made on movements, this service provision may not continue in the same way.

We will return to our normal levels of service as soon as Government guidance allows this to happen.
You may see some contractors carrying out essential repairs, essential cleaning and maintenance – please ensure that you maintain social distancing as per Government advice (stay two metres apart). Please also remember that the social distancing advice applies to neighbours and anyone else coming to your home to carry out these essential activities.

While our estate services are restricted, it’s especially important that residents dispose of all household rubbish and bulk refuse properly. Please keep hallways and other communal areas clear. This will minimise the risk of fire and other health and safety hazards.

We hope individuals and families will be tolerant and kind during this challenging period. Unfortunately, we are getting more nuisance and anti-social behaviour issues and incidents of domestic violence. If you see, hear or believe someone is under threat of domestic violence or experience problems that you’re unable to resolve, please let us know. We can still offer advice and we remain in contact with the police and other statutory agencies.

For serious incidents, please follow the usual processes and contact 999 for an emergency or 101 for non-emergencies.

Otherwise if you want to discuss any tenancy issues or queries, please message us through My Rosebery or call us on 01372 814 000.

These are unprecedented, challenging and continually changing times. The safety of our residents, staff members and contractors is at the forefront of our decision making while we support the NHS to save peoples’ lives. By working together we will get through this crisis sooner.

Rosebery Housing Association Limited is a charitable registered society under the Co-operative and Community Benefit Societies Act 2014. Registered No. IP27671R. Registered Provider LH4026.
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