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Coronavirus (COVID-19) - customer advice


The safety and wellbeing of our customers, colleagues and partners continues to be our number one priority.

The guidance around the coronavirus pandemic is changing daily, so we are regularly reviewing advice from the government, NHS and Public Health England and making essential changes to our working practices, policies and services.

We are working hard to maintain essential services to our customers, and we are currently concentrating our efforts where they are needed most.

Government advice

Latest government guidance and what to do:

Help control the virus

To protect yourself and others, when you leave home you must:

  • wash hands - keep washing your hands regularly
  • cover face - wear a face covering over your nose and mouth in enclosed spaces
  • make space - stay at least a metre away from people not in your household
  • If you are feeling unwell, get a test and do not leave home for at least 10 days.

It’s really important that all our customers and colleagues keep safe and don’t pass coronavirus on, so please keep checking the government’s latest advice on what you can do to keep yourself and others safe. The government has launched a new GOV.UK Coronavirus Information service on WhatsApp. It’s free and simple to use – find out more here.

Let us know 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. 

Simply email us here confirming your name, full address, email and the reason why you are self-isolating.

You can also find advice about home isolation here.

Market Rent help and guidance

Our dedicated Market Rent team is here to provide guidance and support, albeit in a new and remote way.  They have put together a range of FAQs which will hopefully answer any questions you may have.

Market Rent FAQs

Sales Team help and guidance

We are happy to report that most of our Sales Team are now back from furlough and are currently responding to the registered enquiries. If you have made an enquiry, please bear with us as we will contact you as soon as we can. If you have not alredy done so, please register your interest in purchasing one of our up and coming new shared ownership homes and we will contact you as soon as we possibly can.  

Viewings will resume during the second week of June by appointment only and priority will be given initially to those able to proceed to reservation, as opposed to those looking to reserve plots to be released later in the year.

This is due to the fact that the number of viewings we can undertake in a day has reduced to ensure that we can adhere to social distancing guidance and reduce footfall on site.  We know viewing is an important part of purchasing a new home but the health and wellbeing of our customers and colleagues is of the utmost important to use during this difficult time. Guidance will be given before you attend so you know what to expect.

You may also be able to find the answer to your enquiry in our Sales FAQs


Support for vulnerable customers

Customers who are extremely vulnerable to Coronavirus due to a clinical diagnosis, should have received a letter from the NHS about shielding from the virus. If you are extremely vulnerable and do not have a family member, friend or neighbour who can deliver food and medicine to you, the advice is to:

  • Call the national emergency helpline on 0800 028 8327
  • Or complete this online form

If you are staying at home due to Coronavirus symptoms, because you are over 70, have a pre-existing health condition or are pregnant and do not have friends, family or neighbours who can help you, your local council may be able to offer you support. You can find out more here or you can call the helpline on 0345 678 9028.

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.