Service update - We continue to operate our services during the lockdown. We're following government guidance and advice to ensure your safety so please continue to give our contractors access to attend to repairs and complete safety checks.

Coronavirus (COVID-19) - General service updates

You can find our general service updates on this page.

Updated 6 January 2021

We continue to provide our services throughout the Government's national lockdown. We're following government guidelines and advice to ensure your safety when we deliver our services. Please read the updates on this page for specific service information.

Reception closure

Our receptions at The Hive in Wembley and Ware Road in Hertford are open for appointments only. Check out the news section for information on how to book an appointment.

You can still contact us by phone on 0300 373 3000, email at customerservice@networkhomes.org.uk, social media or using our website contact us form

Read more about booking appointments

Neighbourhood services

We've made a few changes to some of the services our Neighourhood Team deliver and we're restarting some of the services that were put on hold at the start of coronavirus.

Services we're restarting:

  • From 22 June - estate inspections
  • From 23 June - mutual exchanges 
  • From June - we'll be trialling holding resident meetings online using Microsoft Teams.

Services we've temporarily changed:

  • Anti-social behaviour
  • Tenancy Successions and Assignments.

Read more about the changes to our neighbourhood services

Repairs and maintenance service

We are operating our regular repairs service so you can raise non-emergency repairs as usual.

We also continue to deliver our compliance and servicing programmes to a high standard. We have built additional flexibility into our process to allow for self-isolation and illness. All contractors are following COVID-19 working guidance and are wearing PPE when entering people's homes. Our priority is keeping our residents, staff and contractors safe during this period. Please remember that Network Homes has landlord obligations to deliver compliance throughout the lockdown period. If residents do not allow us access for compliance inspections then we are still seeking permission to access properties through the Courts. This is a last resort and if you have concerns we urge you to contact us to agree alternative arrangements.

If you have received a letter advising that you should shield following the implementation of tier 5 restrictions we will still require access to complete all relevant compliance checks. This includes your gas safety check, electrical test and fire safety tests for items such as sprinklers and alarms. Our contractors will follow the necessary government guidance for working safely in your home throughout the course of their visit.

To find out about our repairs and maintenance service or report a repair, please see the repairs and maintenance section of our website. 

Go to the repairs and maintenance section

Viewings and lettings

The government updated its guidance, in collaboration with Public Health England, to social landlords and local authorities on how to manage their allocation and lettings processes. The new government (COVID-19) regulations now make it clear that people who wish to move home can do so while also ensuring public safety and protection of vulnerable people. As a result, we’ll follow the government’s guidance and begin advertising and letting our social rent homes again with the local councils who have also decided to open their lettings service

If you're interested in one of our Intermediate, SmartRent or London Living rent properties, all face to face viewings on hold. Virtual viewings are available and links to virtual tours can be found on our property adverts.

Read more about the update on lettings and viewings