Responding to COVID-19 – service status update

Last updated: 8 January 2021

Responsive Repairs *Important service change*

We have temporarily moved to an emergency repairs service in order to protect our tenants and colleagues while current restrictions are in place. Please continue to report repairs as normal.

We will take into account the nature of the repair and your circumstances to determine how quickly we will be able to get your repair completed. Where your repair is not urgent it will be placed in a queue.

We will continually review the situation and also the queue of outstanding jobs to ensure we are giving the best service during this time. When restrictions are lifted and we are able to deliver our full service again, we will contact you to arrange a suitable appointment to complete the repair.

We have arrangements in place to protect you and our operatives when completing repairs in your home. We monitor our teams to ensure they are well before visiting homes and you will be asked a series of questions to confirm that no-one in your home is experiencing symptoms before we enter your property.

Repairs and improvements outside of the home

These will continue where it is safe for the works to be completed. If you have any concerns about planned works in your area, please contact us.

Housing Options and Homelessness

The Housing Options team continues to offer a full range of services and its key function remains the prevention of homelessness. If you think you may be at risk of homelessness or are experiencing any difficulties, financial of otherwise, and need advice, please contact us.

Paying your rent and Council Tax

If you have been affected financially by Coronavirus, or are facing a change in circumstances, please contact us as soon as you can. We will support you as much as possible. You may be able to obtain support to pay your rent and Council Tax. Further information is available on our Financial support for residents page.


Supported housing tenants can rest assured that our Careline staff remain available to take calls through any lifeline units 24 hours a day, 7 days a week. Careline is a 24/7 service providing assistance at a touch of a button through a small unit installed in your home with a pendant. It’s available to anyone, provided that there is a phone line in their property. For a small fee, Careline provides peace of mind for you and your family so you can live independently in your own home knowing there is always someone there to answer your call.

For more information visit Living Independent Services.

If you know someone who would benefit from having Careline, please contact us.

Gladstone House and Vale View

Both schemes are only open to essential and professional visitors, provided that they are not unwell or showing any symptoms of the virus. All communal areas will be closed and any activities cancelled. The dinner service will still be provided and delivered direct to the residents’ flats. Staff continue to support residents 24/7. Should anyone be concerned about a member of family who is a resident at Gladstone House or Vale View, they are asked to email or call 0800 561 0010.

Truly Beauty is currently closed to the public and customers with future appointments have been cancelled. The closure will be reviewed on a monthly basis, taking into account the latest Government advice and guidance.

Managing your tenancy

Support and guidance on managing your tenancy continues to be provided for those needing assistance. Contact is usually made by telephone, text, email or home visit.

Gas servicing

We are required by law to complete annual gas safety checks to ensure the efficient and safe operation of the boiler in your home. Our contractor has adopted safe working practices in line with the latest government guidance.

If you are currently shielding or worried about allowing access to your home, please contact us as soon as possible so we can support you.

A month before your service is due, you will receive a letter containing your appointment information. Please keep this appointment where possible or call to rearrange.

Your service MUST be completed within the year. We have recently obtained three injunctions to gain entry to properties to ensure gas services are completed. Not only does this waste our resources, but it has also cost each tenant nearly £500 in court fees. Please help us to keep you safe.

Be a good neighbour

During this challenging time, please think about checking on your neighbours to make sure they are safe and well. If you have any concerns, or your neighbour needs support, please contact us.

Nottinghamshire Coronavirus Community Support Hub

If you are isolated and need help with the supply of food, medication or are in need of a befriending service, there are a number of community groups operating across Newark and Sherwood that can assist. More information can be found on our website.

If you are struggling with the means to pay for food, please email the hub at It is likely your enquiry will be passed to our Humanitarian Assistance Response Team (Hart).

If you do not have access to the internet or to email, please call 0300 500 8080.

Domestic Abuse

If you are experiencing domestic abuse you CAN leave your home to seek help and isolation rules do not apply. Police response and support services remain available and more information can be found on our Domestic abuse page. If you are in immediate danger, call 999.

Contact us

Newark and Sherwood
District Council

Castle House
Great North Road
NG24 1BY

01636 650 000


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County Council 
Community Response Hub

0300 500 8080

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  • 01636 650000

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    Castle House
    Great North Road
    NG24 1BY

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