Coronavirus (COVID-19) customer advice

Latest page update – 9am Thursday 24 February 2022

Government guidance has recently changed. However, Housing Plus Group will be keeping COVID-secure working practices in place. We believe this the safest decision for our customers, staff and communities. In addition, this enables us to continue providing services including vital repairs work.

Reporting repairs

Emergency repairs

Although the pandemic is affecting our staffing levels, our emergency repairs service is operating as usual. If you need to report an emergency repair, call 0800 048 8955. Please bear with us as it may take more time for your call to be answered during busy times and outside office hours.

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 gas leak or dangerous electrical fault
  • Unsecure front door or window causing a security issue

Non-emergency repairs

We are also committed to carrying out non-emergency repairs but our response time for these repairs is currently longer than usual. 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 as we will contact you as soon as we have more information.

Your support and patience during this difficult time is really appreciated.


Please visit our new frequently asked questions page for all the latest updates on our services during this time.

Help us keep you safe

The safety and wellbeing of our customers and colleagues continues to be our number one priority during these difficult times.

In accordance with Health and Safety Executive rules, along with emergency repairs, we must carry out vital safety checks at your home when they become due.

All operatives are continuing to work as they have done throughout the pandemic to help keep you and your family safe.

To find out more, please see our handy leaflets in the documents area.

Contacting or visiting our customer services team

Whilst our reception service remains closed until further notice, our customer services team is operating as usual. 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.

Talk to us

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 us as there are things that we can do to help.

Housing Plus Group COVID-19 Grant

In response to the impact of COVID-19, Housing Plus Group, in association with Jewson, made funding available to community initiatives that supported people affected by the crisis in our communities in Staffordshire and Shropshire. This fund has now closed but local voluntary groups and organisations in Shropshire, Staffordshire and Telford & Wrekin may be eligible for support from our My Community sponsorship fund.
To find out more and apply, please visit

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


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 contact us to request a visit

If you request an emergency repair or other 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.

Keeping you informed

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.

Useful links

Beware of scams

Sadly, fraudsters and thieves are using the coronavirus pandemic to find new ways to scam people.

Phishing emails and texts are being used to target people and the elderly have been conned out of their money by thieves offering to do their shopping, as they self-isolate. Victims have also lost money purchasing face masks and similar items online that never arrive.

Please be on your guard for possible coronavirus scams and look out for vulnerable family members, friends and neighbours who may become a target for fraudsters.

If you are the victim of fraud you can report it online to Action Fraud or contact your local police on 101.

Community Hubs and drop-in sessions

Unfortunately, due to COVID-19, our Community Hubs in Meole Brace and Castlefields in Shrewsbury  are closed until further notice. We are hoping to re-open the Meole Brace Community Hub in March 2022. For advice and support in the meantime, you can contact the team on, or by calling our customer services team.  Our Community Hub sessions in Stafford are open, along with the South Staffs jobs clubs.  You can find out more here

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