CORONAVIRUS Latest Services Update

Contact Centre

Our contact centre always has been, and still is, is operating as normal while the Coronavirus crisis continues, but our advisors are still working from home. To help us answer all your queries as quickly as possible, please use one of our digital channels

You can also call us on 0345 678 0555 between 8am and 8pm, Monday to Friday and between 8am and 12 noon on Saturday.

Customer Partners & Homeownership Specialists

In line with current government restrictions, our customer partner, homeownership and income teams are still working from home and will continue to do so until further notice. You can, however, contact them by telephone. Our contact centre colleagues will be happy to arrange a call-back for you if you need to speak to someone.

Repairs Service

We are now accepting non-emergency repair requests and making appointments to attend them. You can log any non-urgent repairs via MyAccount or by calling 0345 678 0555. We are keeping records of all logged, non-urgent repairs to make sure we get to the most important of them first.  

Our emergency repairs service will continue as normal so we can keep you, our colleagues and our contractors as safe as possible. The repairs we class as an 'emergency' 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

We have restarted our empty property management, (known as ‘void’) work and lift and estate maintenance. Our contractors will have the correct PPE (personal protective equipment) and will follow the government’s guidelines for social distancing.

We will also be working with our consultant (Savills) to survey some of our communal areas, so you will start seeing our surveyors, and surveyors from Savills, around our independent living and shared schemes soon.

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.

Estate Services

We have continued to deliver a cleaning service to schemes with communal areas, including independent living and extra care schemes. This includes deep cleans on high risk schemes. 

Our grounds maintenance currently includes things such as grass cutting, litter picking and weeding. We will remove cuttings etc. where we can dispose of them properly, so please bear with us if we have to leave them on site for a time.  

Our actual service may vary from area to area, as the virus is currently affecting areas differently and local councils may not all relax their restrictions at the same time. Our contractors will also have to follow certain conditions, such as making sure they have the right PPE, that will never change. The work will also still need to be carried out in line with government guidelines for social distancing.

If you see contractors out and about on your estate, please respect social distancing and do not approach them.

Planned Works

We are due to restart our planned improvements from 1 September 2020. If your home is due for improvements, we will contact you with plenty of notice. 

Income and Rent

Our Chief Executive, Paul Dolan, published an update on 24 March in our news section, 'Accent's position on the economic impact of the coronavirus situation'.

It explained 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 one of our specially trained colleagues can support you through what is proving to be a challenging time for everyone.  

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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