Coronavirus (COVID-19) - FAQs | Connexus Housing Ltd

Coronavirus (COVID-19) update

We are beginning to offer a more normal service, but new guidelines could change this - we'll always keep you updated, thank you for your patience and support.

More info

Coronavirus (COVID-19) - FAQs

24th September, 2020

We’d like to say a huge thank you for helping us to follow Government COVID-19 safety guidelines. Thanks to this, although our offices are still closed we are beginning to offer a more normal service.

Remember if you have an appointment scheduled, and if someone in your household develops Covid-19 symptoms please let us know.

Contact us

Our contact details

All of our contact details can be found here.

Are the offices still open?

Our offices are now closed to the public and our colleagues until further notice.

Are staff still working?

Our staff, where possible are working at home to stay safe and to continue providing essential services to customers.


Can I book a repair? What can I expect?

Since 22nd June our repairs team have been working extra hours, with the help of our approved local contractors to tackle the backlog of appointments that occurred due to lockdown restrictions.

We are hopeful of being able to offer a more normal service very soon, but new guidelines could change this - we'll always keep you updated.

A huge thank you to all of our customers during this challenging time for their understanding and patience.


For us

When we arrive at your home we will...

  • Make sure we clean any surfaces we come into contact with
  • Wear any necessary protective equipment


For you

It’s all about distance…

  • Just give us a minimum of 2m space at all times
  • Once you’ve let us in, you and anyone else will need to move to a separate room from us (once we’re done, we’ll give you a shout)
  • Please wipe down any surfaces we're likely to come into contact with, before we arrive


Grounds Maintenance 

Will my grass be cut?

Yes. On Monday 18th May our grounds maintenance teams began to return to work, working safely in line with government guidelines. As you can imagine there is a backlog of grass to cut and outside areas to maintain. We expect that all of the grass first cuts will be complete by June the 22nd. We thank you for your patience.


Service Charges

Will I get reimbursed?

Connexus will reimburse tenants next year by adjusting the 2021/22 service charges to reflect the disruption to services.

I pay a variable charge, will I still qualify?

Yes. Customers who pay both a fixed or variable charge will qualify.

How will I be reimbursed? Do I need to do anything?

A reduction will be made to the service charges from April 2021. No, this will automatically be reflected in your statement for 2021/2022.

Will I still get the reimbursement if my tenancy ends before April 2021?

Any customer who ends their tenancy before 31st March 2021 can expect a calculated refund which will be added to their rent account.


I'm concerned about paying my rent

These are challenging times and we recognise that some of our customers incomes may be affected and this will cause concerns about paying rent. We aim to do everything we can to support our customers and help them remain in their homes.

Can I contact you about paying my rent?

Yes. If your income has been affected due to the coronavirus contact us here.

Will I be evicted if I can not pay my rent due to COVID-19?

The government has announced a radical package of measures to protect renters and landlords affected by coronavirus. As a result, no renter in either social accommodation will be forced out of their home during this difficult time and Connexus fully support this.


Communal areas & centres

We have closed our community areas in our Independent Living Schemes following the government's guidance on social-distancing, If you have an urgent enquiry please contact us here.

Drop-Ins & Job clubs

We have suspended our Housing Support Drop-Ins and Job Clubs following the government's guidance on social-distancing, If you have an urgent enquiry please contact us here.

I'm self-isolating but need support

If you are self-isolating and need our support urgently contact us here.

If you required medical attention please call 111 or in an emergency 999.


Lettings & Mutual Exchange

Can I still move house?

To help reduce the spread of the infection, the government is recommending that as far as possible, people should delay moving to a new home while emergency measures are in place to fight the coronavirus.

In line with the government’s advice to stay at home and away from others, we have paused all non-essential allocations and lettings which includes mutually exchanging properties to help reduce the spread of the infection while emergency measures are in place.

I've applied for a mutual exchange, will this still go ahead?

If you have applied for a mutual exchange we are seeking customers agreement for this to be delayed, unless deemed essential until the emergency restrictions have been lifted so we can all play our part in keeping the community safe.

Outdoor play areas and gyms

Can we still go to the play areas?

Our outdoor play areas and gyms are being safely re-opened by our Grounds Maintenance teams, starting W/C 24th August 2020. Please read the COVID-19 signage before entering our outdoor play areas.