Effect on our services & advice for residents Coronavirus: information for residents


Information and advice for residents

Updated 30 October 2020

Your safety is our top priority and we are making sure to follow the most up-to-date advice from the Government and the NHS to ensure our residents, staff and contractors remain as safe as possible against the coronavirus.

Effect on our services and advice for residents

We are aiming to maintain as many services as normal. However, we are following government advice on the need to maintain a physical distance and most of our employees are still working from home. Therefore, we have had to make a number of changes to the services we can provide. We appreciate your patience and understanding during these difficult circumstances.

Our customer service centre
The Hastoe Hub is currently running with a reduced number of staff. You can still call us on 0300 123 2250 but call wait times may be longer than usual. If you need to report an emergency repair please stay on the line and an advisor will be with you as soon as they can. Alternatively, please contact us via the resident portal MyHastoe or email us at customerservices@hastoe.com.

We are working towards running a normal service, however, due to the impact of the national lockdown earlier this year, we are having to prioritise emergencies and the backlog of repairs that were reported to us from March 2020 onwards. If you have reported a routine repair in recent weeks, we will aim to resolved the issue for you as soon as possible.

Frequently asked questions

For more information about the effect of the coronavirus on our services and advice for residents, please read through our FAQs below.

  • Contacting us

    How do I contact Hastoe?

    The best way to contact us is through the online resident portal MyHastoe or by emailing customerservices@hastoe.com

    MyHastoe makes it easy for you to carry out a wide range of activities online at a time that suits you. In just a couple of clicks, you can pay your rent and report a repair, plus lots more. MyHastoe is totally secure, and can be viewed on your phone, tablet or computer.

    If you haven’t already registered, it’s quick and easy to sign up – all you need is your email address, date of birth and tenancy reference number.

    What if I am having problems registering for the MyHastoe online portal?

    If you’re having difficulty registering or can’t find your tenancy reference, please email customerservices@hastoe.com with your name, address and contact telephone number and we will get back to you as soon as we can. 

    What if I have limited online access?

    Our customer service centre, The Hastoe Hub, is currently operating with a reduced number of staff. You can call us on 0300 123 2250 but call wait times may be longer than usual. If you need to report an emergency repair please stay on the line and an advisor will be with you as soon as they can. 

  • Rent and service charge payments

    Do I still need to pay my rent?

    Yes, your rent is still due. However, if you are experiencing difficulties making payments you should contact your Area Housing Manager via MyHastoe, phone or email, so we can help.

    What if I can’t afford to pay my rent or can only afford to pay part of it?

    If you can only afford to pay part of your rent because of a drop in income then pay as much as you can afford. We will not take any action for non-payment during this difficult time, but please contact your Area Housing Manager to let them know your situation as they may be able to help you. You will need to pay the rent due but you can do that at a later stage.

    I’m a shared owner. What if I can’t afford to pay both my rent and my mortgage?

    You can apply for a mortgage payment holiday from your lender. Money lenders have agreed to offer a payment holiday of up to 3 months.

    How do I pay my rent?

    We are not currently taking payments over the phone as our customer service staff are focused on dealing with repairs. You can make a credit or debit card payment or set up a Direct Debit via the online resident portal MyHastoe. Alternatively, please visit our Make a payment page for other ways to pay.

    Will I be evicted for not paying my rent?

    No, we have no intention of pursuing evictions or court proceedings until further notice. Hastoe is housing provider with charitable status and we recognise many of our residents may be placed in serious difficulties as a result of the COVID-19 pandemic.

    What support is there to help me pay my rent?

    The government has provided details of the support it is able to provide. Your Area Housing Manager will be able to give you further advice on your specific circumstances or they can refer you to one of our Money Matters Advisors.  

    Do I still need to pay my service charge?

    Yes, this will still need to be paid. If you are experiencing problems please contact your Area Housing Manager via MyHastoe.

    What if I am not getting the services included in my service charge at the moment?

    We will continue to provide as many services as we are safely able to do so. This may vary over time, according to Government guidance. Some of our services may just be delayed rather than not undertaken. We will keep the position under review.

  • Financial support

    What if I'm struggling with money because of the coronavirus?

    We understand this is a difficult time for many of our residents.

    Our Money Matters Advisors, Mark and Lisane, have been helping residents who have been affected by the coronavirus pandemic, including many self-employed and furloughed workers. Please visit our Money matters: coronavirus support page to find out how Mark and Lisane could help you. The sooner you contact them, the sooner they can support you.

    There is also further information and support available at:

  • Repairs and works to your home

    What will happen if Hastoe needs to visit my home to carry out a repair?

    Hastoe and our contractors are continuing to follow the latest Government advice on social distancing to ensure our residents, staff and contractors stay as safe as possible. Find out more about what to expect during a home visit.

    Will Hastoe be doing repairs in communal areas of blocks of flats?

    Yes. Our contractors are back working as normal and will carry out works to these areas. If local or national lockdowns are enforced again we will follow the appropriate Government advice on repair works.

    Will I be given a repairs appointment?

    Yes. Orders for repair works are now being raised. As we are working through a large backlog of repair orders from March 2020 onwards it may take longer than usual for an appointment to be booked in and works completed.

    Are routine repairs being carried out?

    Yes. However, we are prioritising repairs reported to us during the national lockdown from March 2020 onwards. New works orders can be raised as normal but may take longer for an appointment to be arranged and works completed. 

    Will my gas boiler still get serviced?

    To ensure the safety of our residents, we are continuing to carry out annual gas servicing where our contractors are still able to do this and where a resident is not self-isolating. If we can't do this, we will arrange an appointment at a later date.

    If you suspect a gas leak, call National Grid’s Gas Emergency on 0800 111 999 or Textphone 0800 371 787 if you are deaf or hard of hearing.

  • Managing your home

    Will Area Housing Managers still be visiting properties?

    Area Housing Managers are currently visiting schemes but are not entering individual homes. They will only enter communal areas (both inside and outside) and will follow the current social distancing guidelines at all times.

    Where can I go to for support if I’m suffering domestic violence?

    You should contact Women’s Aid Refuges on Freephone 0808 2000 247 or contact your Area Housing Manager. If it’s an emergency then call 999. If you can't speak when the operator answers your call, then either tap the telephone or dial 55 and your call will go straight to the police. Most councils also provide a list of local contacts on their website where you can seek support.

    Some of my neighbours are not following the government’s rules to stay at home. What should I do?

    Everyone should be observing the Government’s current guidelines on social distancing and stopping the spread of the coronavirus. The police have powers to enforce any new rules put in place by the Government, so if you have concerns about your neighbours you should report their behaviour to your local police.

    Are you still letting properties?

    Yes. However, we are putting special measures in place during the allocations process, such as carrying out the viewings and sign-up meeting online. 

    Will cleaning of communal areas still happen in blocks of flats?

    Yes, cleaning services are currently running as normal at each scheme. Our cleaners will the current social distancing guidelines at all times.​

    Will safety checks still get done in block of flats?

    Yes, all necessary safety checks in communal areas will be conducted. Our staff and contractors will follow the current social distancing guidelines at all times.  

    It is important that you follow all safety advice and ensure that any corridors are kept clear from rubbish or other items. Please visit our Fire Safety  page for further advice and guidance.

    Will grounds maintenance continue?

    Yes. All grounds maintenance contracts are running normally. Our staff and contractors will follow the current social distancing guidelines at all times.

  • Self-isolation

    Do I need to tell you if I or someone I’m living with is self-isolating?

    No. You only need to tell us if we are due to visit your home.

    If I have an emergency, will you still carry out a repair if I am self-isolating?

    Yes, but you must let us know if you or anyone else in your home is ill or is self-isolating so that we can make the necessary safety arrangements before we visit.

    What should I do with my rubbish if I am self-isolating?

    If you or anyone you live with is self-isolating, then you should put all personal waste (such as used tissues) and disposable cleaning cloths into a disposable rubbish bag. This bag should then be placed into a second bag, tied securely and kept separately from other waste in the room where you are self-isolating. Keep it to one side for at least 72 hours before putting the bag into your usual external household waste bin or in the common bin area if you live in a flat.

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