Coronavirus (COVID-19)


DIY repairs videos

Many of us experience small repairs problems from time to time. We have produced a series of instructional videos providing you with simple tips on how to carry out minor DIY jobs in your home.

See DIY instructional videos

Emergency repairs and gas servicing

During the pandemic, the Council and its partners Mears and Engie can only carry out emergency repairs and important gas servicing. Partners will also be carrying out work on empty properties and emergency temporary accommodation so that we can continue to provide accommodation to those households in emergency situations.

This is to prevent the risk of spreading the virus and to protect you and our staff.  Please only report repairs if they are a genuine emergency, meaning you will not be safe if they are not done. If you need to report a repair you must ring 01709 336009, as the self-reporting service is currently not in use, so that we can focus on the most critical services.

If you have an existing appointment for a repair this will be cancelled and rearranged for a later date. If you think that this will cause you to be unsafe please ring and report it as a new emergency repair on 01709 336009.

If you can smell gas and / or think there could be a leak, you should immediately phone the National Gas Emergency Service number on 0800 111 999 at any time of the day or night.

If you or anyone in your household has coronavirus symptoms, including a persistent cough and / or high temperature, please make sure you tell us when you ring.

If we need to come to your home to carry out an emergency repair or gas service we will ask you to remain at least two metres away from the operative at all times and in a separate room whilst the work is being carried out. Our staff and partners will be careful to minimise the risk of bringing any germs into your home through regular hand washing and use of personal protective equipment.

If you are expecting planned or capital works to be completed these are likely to be delayed until later in the year.

Thank you for your understanding and we will update the website when this position changes.

Communal Cleaning

We have temporarily suspended cleaning in communal areas during the coronavirus pandemic to enable us to carry out cleaning of critical areas and to protect you by minimising the number of people entering these areas. If you identify any hazards within the area then please do not hesitate to contact us on 01709 336009 so that we can rectify the issue.

Homelessness prevention and support

We understand how important it is that all people have a safe and secure place to live, and this is even more important during the coronavirus pandemic as people must keep apart from others unless they live together.

We will continue to support people who are homeless, and prevent people from becoming homeless.

Instead of coming to Riverside House, customers should email [email protected].

Some of our normal services will be affected during the pandemic and we will be prioritising the most essential services which are:

  • Getting homeless people into accommodation
  • Making sure homes are adapted where necessary for people to return from hospital

Thank you for your understanding and we will update the website when this position changes.

Supporting vulnerable tenants and leaseholders

We will continue to provide support to our most vulnerable tenants and leaseholders, but we will be avoiding face to face contact wherever possible to reduce the risk of spreading coronavirus. This includes working closely with other agencies to ensure that you are receiving support and to prevent potential harm to children, young people and adults.

If you are worried about someone and there is an immediate risk of significant harm then you should telephone 999.

If there is no immediate risk of harm, please contact the Multi Agency Safeguarding Hub (MASH) to discuss your concerns about a child on 01709 336080. If you are worried about an adult, please contact First Contact on 01709 822330.

Supporting people who are struggling financially

We are committed to providing help, advice and support to all those who are struggling financially.

If you have a money related concern (particularly if you have had a reduction in hours, been put on statutory sick pay or been made redundant) it is important that you contact us urgently either by email at [email protected] or by telephone on 01709 336009.

If you need to make a Universal Credit Claim please see the ‘how to’ videos:.

How to make a claim for Universal Credit and then subsequently manage it

Universal Credit – how it works

What benefits might I be able to claim?

We appreciate that many of you pay rent in cash but due to social distancing / self-isolation restrictions you now need to use one of these alternative payment methods:

  • Online payment at
  • 24/7 automated card payment line 0300 456 2723
  • Standing order using our bank details (Bank: Natwest, Sort code: 601802, Account number: 14733080)

Please remember you will need your tenancy reference number for any of these methods.

Leaseholders will receive a separate letter about service charges and support available.

Dealing with antisocial behaviour

We are continuing to deal with incidents of anti-social behaviour working closely with our partners including South Yorkshire Police.

If you are experiencing anti-social behaviour and require emergency assistance then please contact the police on 999.  For cases which are not an emergency, then please complete the online form.

Mutual Exchanges

Mutual exchanges have been suspended throughout the coronavirus pandemic due to Government measures which have prevented people from moving home. However, the Government has recently updated its guidance confirming that house moves can resume as long as they are carried out safely in accordance with social distancing measures and Government guidelines. Further information can be obtained at:

Further information about Government guidance on home moving

We are therefore able to restart requests to exchange tenancies. Procedures have been revised to ensure the safety of our tenants and staff during the COVID-19 pandemic. This includes limiting the visits to your home and ensuring strict social distancing measures are in place when a visit to your home is required.

The backlog of cases received before the end of March and during the pandemic before we are in a position to deal with new requests.

Please click the following link to apply for a mutual exchange:

Apply for a mutual exchange

Your mental wellbeing

We are aware that the steps that have been taken including staying at home and away from your family will be having an impact on your lives. It is therefore important that you look after your mental wellbeing during this pandemic.

You may find some helpful tips on what may help with your mental health and wellbeing here.

However, if you feel that you cannot cope with day-to-day life or work, please contact your GP, the Crisis Team on 01709 302670 or Samaritans which is a free to call service 24 hours a day, 365 days a year on 116 123. If you require emergency assistance, please ring 999.

Scams warning

We have been made aware that there are a number of scams relating to coronavirus including SMS messages pretending to be from the government, people offering to disinfect gardens, and phone calls etc.

Please be extra vigilant at this time, our officers and operatives will always carry identification; please ask to see it before allowing anyone in to your home. Please report any potential issues to the police by telephoning 101.

Tenants with district heating pre-payment meters

Please see alternate paypoint locations below, telephone numbers and website details for top ups.

Residents can also top up online at or by calling Lanten on 0345 4707222 between 9 am and 5 pm Monday to Friday.

Paypoint locations:

Top Shop
30 Highthorn Road
Open until 9 pm
01709 591479

Gwynette News
147 Fitzwilliam Street
Open until 10 pm
01709 583558

John Bull Convenience Store
44 Highthorn Road
Open until 10 pm

Co-op - Swinton
71 Station Street
Open until 10 pm

We will also update our website with alternate ways to top up.