Coronavirus – important information for residents

Following the latest guidance issued by the government, we will be reducing the number of staff in our offices to a minimum.

As of 17 March, our White Hill and Wentworth offices will be closed.

Our key priority is to keep our staff and residents safe. With this in mind, we will only be doing emergency repairs, gas servicing and dealing with urgent housing enquiries. If you have a repair booked that isn’t classified as an emergency, we will be postponing this until further notice. We’re sorry for any inconvenience this may cause.

If you do have an urgent need or are vulnerable, contact us on 0300 303 1010. Our phone lines remain open but we are now running an emergency repairs service only and prioritising urgent housing enquiries. Our phone lines are expected to be busy over the coming days and we ask that if your query is not urgent, please wait to contact us at a later date.

Any jobs that we have already started will be completed this week if at all possible.

Plus Plus What is an emergency repair?

  • Gas leak
  • Full loss of electricity
  • Severe uncontainable internal water leak creating an unsafe situation (e.g. electrics, ceiling collapse)
  • If your CO2 detector is activated
  • No hot water
  • No heating
  • Urgent repairs relating to your fire alarm system
  • Damaged asbestos materials in a living area
  • Unusable toilet, if it is your only toilet
  • Blocked wet room (for vulnerable tenants only)
  • Repairs to make your front or back door secure, door entry systems
  • Communal lighting
  • Any other repair that we identify needs immediate access or intervention

If a Paradigm technician is due to visit your home for an emergency repair, please continue to follow the advice given by the government and contact us as soon as possible if you are self-isolating.

The new guidance issued by the government is that if you or anyone in your household has a new, continuous cough or high temperature, you must self-isolate for 14 days.

Click here for the latest NHS advice on coronavirus

Paying your rent

If you are unable to work because you are self-isolating and this means you are unable to pay your rent, please contact us so that we can support you to manage any arrears.

If you usually pay your rent in person, for example at the Post Office, but are unable to do so, there are a range of other ways you can still make a payment. If you can’t leave the house, you make a telephone payment by calling 0300 303 1010. This payment line is open 24 hours a day, 7 days a week. For the full range of ways to pay, click here.

We appreciate this is a difficult time for everyone and appreciate your support in helping us to keep you, our residents, and our staff safe.