CORONAVIRUS Latest Services Update

During the Prime Minister’s address on Monday 23 March, Boris Johnson declared that the country is in a state of ‘national emergency’ and instructed everyone in the UK to further restrict their movements. This means that in order to comply with government guidance we must temporarily change the way we work. This will enable us to keep our residents and colleagues as safe as possible, whilst reducing the strain on the NHS.


Contact Centre

Our Contact Centre is operating as normal, but our advisors are now working from home. To help us answer all queries as quickly as possible we would ask you to use one of our digital channels:

Alternatively, you can call us on 0345 678 0555. Lines are open between 8am and 8pm, Monday to Friday and between 8am and 12 noon on Saturday.

Customer Partners & Homeownership Specialists

To minimise social contact in line with current government restrictions, our Customer Partner, Homeownership and Income teams will now work from home until further notice, however, these important teams can still be contacted by telephone. Our colleagues in the Contact Centre can arrange a call-back for you if you need to speak to someone.

Repairs Service

We have now moved to an emergency only repairs service which means that new non-emergency repairs will not be accepted and any outstanding non-emergency repairs will not be completed. We appreciate this is frustrating, but in order to comply with the latest government guidance and keep you, our colleagues and contractors safe, this decision is necessary.

The repairs we class as an 'emergency' and those we will continue doing to ensure you are safe are:

  • Total loss of water or burst water main
  • Leaking water or heating pipe, tank or cistern (that cannot be contained)
  • Flooding or severe storm damage
  • Total loss of electrical supply or unsafe electrical fittings
  • Breaches of security to external ground floor doors and windows
  • Gas leak or blocked flue
  • Blocked main drains, soil pipe or sole toilet
  • Loss of heating (31 October – 1 May only)
  • Loss of hot water
  • Failure of lift (if this is the only lift available)
  • Failure of Warden alarm/call system
  • Fire damage
  • Door entry system failure (if no access available)
  • Loose or detached bannister or hand rail
  • Severe roof leak
  • Loss of keys (maybe rechargeable) if only one access to property

Estate Services

We will continue to deliver a cleaning service on all schemes including homes ownership and extra care schemes and this includes deep cleans on high risk schemes. We believe this is necessary to reduce risk of spreading the Covid-19 virus.

All grounds maintenance will stop, except where emergency works are required (for example, to deal with a damaged tree, which poses a health and safety risk.

Planned Works

No works – such as bathroom and kitchen upgrades – will take place at this time.

Income and Rent

Our Chief Executive, Paul Dolan published an update (24/03/2020) in the news section of our website, 'Accent's position on the economic impact of the coronavirus situation'.

It detailed that whilst we will not be reducing or freezing rent, we have pledged that no Accent resident will lose their home because they cannot pay their rent. We are here to make sure people stay in their homes. Our colleagues can offer all the support you need to make sure this happens.

If you are concerned about a recent change in your personal circumstances, we would urge you to get in touch as soon as possible so that one of our specially trained colleagues can support you through what is proving to be a challenging and unprecedented time.

To speak to one of our colleagues please call 0345 678 0555* get in touch via email or use the live chat service via MyAccount.

Links to useful 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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