Coronavirus (COVID-19) customer advice

Emergency repairs

Our emergency repairs service is operating as usual. If you need to report an emergency repair, call 0800 048 8955.

An emergency repair is a problem that represents an immediate risk to safety, security or health, such as:   

• No heating or hot water   
• Major damage to the structure of your home   
• An uncontrollable water leak   
• A dangerous electrical fault  
• A gas leak – If you smell gas or fumes, you must immediately call the National Gas Emergency Service on 0800 111 999 and ensure you are safe before reporting it to us. 
• Unsecure front door or window causing a security issue   

Non-emergency repairs

You can report non-emergency repairs 24/7 online. To allow us to dedicate our resources where they are most needed, please do not call to ask for updates about non-emergency repairs, we will contact you to make an appointment.

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

We must carry out vital safety checks at your home when they become due. 

Our offices are now open for essential visits by appointment only. To contact a member of the team please call 0800 048 8955.

Did you know, non-urgent, routine repairs can be reported online 24/7?

You may also be able to find the answer to your query in the My home and My help and support sections of this website.

If you are a Homes Plus customer, friendly, practical and helpful advice is free of charge and easy to access. If you think that your household income might fall and you are worried about how you can manage your bills, don’t let things get on top of you. 

Talk to Plus – we can help.

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 offers advice on how to talk to a child if they are worried about coronavirus – find out more here.

• www.nhs.uk/oneyou/every-mind-matters/
• www.mind.org.uk/information-support/coronavirus-and-your-wellbeing/
• www.mentalhealth.org.uk/publications/looking-after-your-mental-health-during-coronavirus-outbreak
• www.samaritans.org/how-we-can-help/support-and-information/if-youre-having-difficult-time/if-youre-worried-about-your-mental-health-during-coronavirus-outbreak/
• www.citizensadvice.org.uk/
• www.ageuk.org.uk

Safeguarding

Safeguarding means protecting the rights of an adult or child to live in safety, free from abuse and neglect. To find out more, including how to report any concerns, please visit our safeguarding page.

Fire safety advice

To access top tips on how you can help to keep your family safe please visit the Staffordshire Fire and Rescue website or follow their Facebook page to see regular updates.

If you request a service requiring a visit from our staff, we will ask you some brief questions about your health.

1. Do you or anyone in your household currently have OR have signs and symptoms of COVID-19?
2. Are you or anyone in your household currently awaiting test results for COVID-19?

Please don’t be offended by these questions, which we will be asking ALL customers before we visit their home. We know that you will understand that we need to work together to reduce the spread of infection.

When we visit your home, we will talk to you about the steps that we take to keep our customers and colleagues safe.

We are working to protect our customers and staff and to maintain essential services.

We continue to monitor the regular updates on COVID-19 from the government and the NHS as well as the advice from Public Health England.

We will continue to regularly update this page with any significant changes in services or policies, so please check back to keep up-to-date.

• Symptoms of coronavirus and how to avoid it on the NHS website
• Use the 111 online coronavirus service if you feel you need medical help
• Guidance on how the UK is affected by coronavirus (GOV.UK is updated daily and is the best source of reliable information)

Our Community Hubs and drop-in sessions are now open. 

Come and see our friendly Plus Services advisors in Shrewsbury or Stafford for free and confidential help with employment, as well as money and benefit advice. You can also drop in to use our computers and printer. Find out more here.