Important information coronavirus

15 October 2020

The coronavirus has once again been the main subject of every news report this week - all for the wrong reasons.

In trying to stop the growing number of infections, the government has stepped up restrictions with a system of three 'tiers' of lockdown in the areas with the highest number of cases.  

Many of your homes are in these areas.

Although the new measures do not have a direct impact on our services at the moment, it could mean things may change over the next few months. Decisions around how some services will be provided in an area will be made by the local council, which means there will be differences from one area to the next, and it could become very confusing. What we hope is clear, however, is that your safety and security is our number one priority.

We will keep you up to date with any changes in service we have to make, for example if we have to pause non-emergency repairs again because of tighter restrictions, on this page. 

For the latest updates on the coronavirus and how to stay safe, visit Gov.UK, there is also a Covid postcode checker so you can find out the current restrictions in your area.

Over the next few weeks and months, things are likely to change often, but we will always be here to keep you and your families as safe as possible, and keep our service as normal as possible.

Stay safe and well.

Claire Stone, Executive Director of Customer Experience


24 September 2020
On 22 September, the government announced new, tighter restrictions to try and stop the second spike and further spread of the coronavirus.

These measures could last six months.

One of the measures was a turnaround from just a short while ago, in that people should not now return to work if they can work from home.    

At all times, your safety, and the safety of our staff, is our absolute top priority. That is why we have decided not to re-open any of our offices until at least 31 March 2021.

Our aim is to make sure you are as safe, secure and warm in your homes, with as little inconvenience and disruption to service as possible. We don’t have to be in our offices to do that. Our staff have been working from home since the lockdown began and, although we had to pause some services, such as non-urgent repairs, these have since re-started.  We apologise for the catching up we need to do, but we need to make sure we get to the most important repairs first. Thank you for bearing with us until we can get to you.

As yet, we don’t have any reason to think that we will need to pause any of our services again, but if we do, it will only be to follow whatever the government guidelines are at the time to keep you and our colleagues safe.

Thank you for your patience, support and understanding.



Following the Government's announcement of new local lockdown rules in some areas of the north west and north east, we can confirm that our services in these areas will continue unchanged. The guidance has been introduced to limit social interactions between different households, and should not impact us on being able to deliver the same level of service you have been receiving from us since July.

If this situation changes we will issue a further statement on this page and on our social media channels.


The government has announced new limits on the number of people we can all see socially.

From today, Monday 14 September, when meeting friends and family you do not live with (or have formed a support bubble with), you must not meet in a group of more than six, indoors or outdoors.

The police have the powers to enforce these legal limits, including to issue fines (fixed penalty notices) of £100, doubling for further breaches up to a maximum of £3,200.

When seeing friends and family you do not live with you must:

  • meet in groups of 6 or less
  • follow social distancing rules
  • limit how many different people you see socially over a short period of time
  • meet people outdoors where practical: meeting people outdoors is safer than meeting people indoors because fresh air provides better ventilation.

There are exceptions where groups can be larger than six people,for example, around work, childcare and education, supervised child and youth activities, emergency assistance, weddings and funerals.

Where a group includes someone covered by such an exception (for example, someone who is working), they are not counted as part of the gatherings limit. This means - for example - a tradesperson, such as one of our contractors, can go into a household of six without breaching the limit, if they are there for work.

Some local authorities are further restricitng the number of visitors to residential homes, which means we have to make further changes to our visitors' policies in our extracare and independent living schemes. We will keep residents living in these schemes updated, but please talk to your scheme manager now if you have any questions.

More information on all the government's Coronavirus rules and guidelines can be found on the Gov UK Frequently Asked Questions page.

31 JULY 2020

Health Secretary, Matt Hancock announced last night that following an increase in the rise in new Coronavirus cases in the North of England, new local measures were to be introduced today (31/07/20). Full details of the announcement are on the website.

What are the new restrictions?
Under the new restrictions, separate households are not permitted to mix with other households apart from those in their support bubbles.

The new measures mean that households in the affected areas cannot:

  • Meet with people from other households inside a private home or garden;
  • Visit someone else’s home or garden, including those outside the affected areas;
  • Socialise with people from other households in public venues e.g. pubs, restaurants, cafes, shops, places of worship, community centres, leisure and entertainment venues, or visitor attractions.*
  • Share a car with people from another household

*Households may attend these venues with people from the same household (or their support bubble) but should avoid interaction with others. Businesses should take steps to ensure people do not interact with people from other households, in line with COVID-19 Secure guidance.

Which areas are affected by the new restrictions?

The new measures affect around four million people living in the following areas:

  • All of Greater Manchester:
    Bolton, Bury, Manchester, Oldham, Rochdale, Salford, Stockport, Tameside, Trafford, and Wigan
  • East Lancashire:
    Pendle, Hyndburn, Burnley, Rossendale and Blackburn with Darwen
  • West Yorkshire:
    Bradford, Calderdale and Kirklees.

How long will these new restrictions be in place?
It is understood there is currently no endpoint to the restrictions but they will be subject to a weekly review.

How do these new restrictions affect our services?
Our main contractors have confirmed that they have the appropriate protocols in place and are happy to continue, business-as-usual. If there is any change to this we will provide updates on our website and social media channels for customers as soon as possible.

Lettings are not affected and will continue with limited contact between Customer Partners and customers, observing current social distancing rules.

Independent Living Schemes and Extra Care Schemes, this will mean that visitors will be limited to support bubbles only.


29 JULY 2020

As the country tries to get back to some kind of normal after the coronavirus lockdown, we wanted to know we are restarting all of our services.

The safety of you, your family, your community and our colleagues has been, and will be, our number one priority. We might not have been in our offices, but we have been working behind the scenes at home to make sure we could provide your services safely and securely.      

 We had to pause the following services: 

  • Non urgent repairs
  • Lettings
  • Estate Services
  • Planned Improvements
  • Home Visits

These services never stopped, or we have now started them again: 

  • Keeping you Safe: even in lockdown, our gas and electrical tests and servicing never stopped. These tests are still our top priority.  
  • Looking after your home: although we could only offer an emergency repairs service, we can now make appointments for all your repairs. If you reported a repair in lockdown, please bear with us while we work through backlog. We will get in touch.    
  • Providing Homes: we had to pause letting most of our homes, but we are now delighted to be able to let them again and help people who need a home.     
  • Keeping your Estates clean and tidy: keeping everything clean during lockdown was even more important so we never stopped, but we did pause our estate services, like gardening, window cleaning etc. We have now re-started these services.
  • Improving your home: from 1 September we are re-starting our planned improvements programme. If you are due any bathroom, kitchen, heating or other upgrades this year, we will already have been in touch.   
  • Supporting You: whether you needed help with your rent, your tenancy, a complaint, anti-social behaviour or just in general, we have always been here for you, even whilst working from home. For the time being, our service has to stay mainly online or over the telephone, as we can’t offer personal visits yet, unless it is absolutely necessary. This is to keep you, your family, our colleagues and your community safe.       
  • If we need to be there – if we or our contractors need to visit, we will ask you a number of questions so we can keep everyone as safe as possible. We will always wear the correct PPE (personal protective equipment) and follow social distancing measures. We will also carry hand sanitisers and wipe down any areas we touch.

The last few months have been challenging for us all. Thank you for your patience, understanding and support. We are getting back out there and we always have been, and always will be, here if you need us.

Thank you for helping us to keep you safe.

9 JUNE 2020

Access Video

If you're due to have one of our contractors visit your home, then we'd recommend watching this short animation by the Association of Safety & Compliance Professionals (ASCP). It shows the steps we'll take to ensure the safety of you and our contractors when they're attending an appointment at your home.


Help and Advice

Our Useful links page includes links to the NHS, Gov.UK, Citizen's Advice, Universal Credit and much more.

Want to understand how the virus is affecting your local council services? We have links to every local authority website where we have homes.


23 March 2020

“Our priority at all times is to keep you safe and comfortable in your home. We are all living in an unprecedented time and with it comes a lot of uncertainty. The scale of the issues we are experiencing have not been seen before. Your home should always be a place you feel safe, and we know this is all the more true now. We will do our best to make sure that is the case whilst balancing the need to follow government guidance and keep you and our colleagues safe and well. To do this, we have had to change the way we work and find new ways to support you.

We are currently working hard in the background on a number of plans to get us through the crisis over the coming months, which include not only how we minimise the risk of spreading the virus to you and your family, but how we continue to provide essential services to you.

Given the fast moving nature of the situation, we have built this area of our website so we can keep you updated on any changes to our service and hopefully address any queries you have.”


Paul Dolan
Chief Executive, Accent Group

FROM OUR NEWS PAGES - please check our latest articles as the information in these is likely to have changed. 

'Repairs Update'
Published: 24/04/2020

'Grounds Maintenance Update'
Published: 24/04/2020

'Accent's position on the economic impact of the coronavirus situation'
Published: 24/03/2020

Links to further help, advice and services on our website

Self-Isolating Form

If you think you may have been exposed to the virus, or are feeling unwell current government advice is that you should self-isolate for two weeks. Please let us know if you are currently self-isolating by completing this form:

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