Service updates due to coronavirus (COVID-19)

Page updated 29/03/2021

Stay home, protect the NHS, save lives

While the government roadmap is gradually lifting some Covid restrictions, there are still impacts on everyone’s lives.

The full guidance about current restrictions can be found on the government’s website.

For the safety of our residents, staff and wider communities we continue to follow government guidelines and are operating some restricted services until further notice.

This means:

Repairs – From 1st April, Countrywise Repairs will gradually be returning to a normal repairs service. This will take some time as they’ll be working through the backlog of repairs reported over the lockdown period. They’re booking in appointments for the soonest available slots, but depending on the nature of the repair, wait times will vary.

We are slowing reintroducing our planned replacement programmes starting with bathroom and boiler replacements. We are also starting to carry out our stock condition surveys. A stock condition survey is a detailed inspection of your home, both internally as well as externally which is used to help us to plan improvements that might be due in the future.

When you call us to report a repair, we’ll discuss visit procedures to keep everyone as safe as possible. Our workers continue to follow all government guidance. You must tell us please if anyone in your household is unwell or shielding or has been told to self-isolate.

Lettings and mutual exchanges– moving home is still permitted. We’re letting properties on a case by case basis where people are comfortable about moving to a new house during the current restrictions.  Virtual processes are in place to minimise the risk of the spread of coronavirus.

Anti-social behaviour – We’re getting a large number of calls about anti-social behaviour and noise nuisance. We understand that these are really difficult times for everyone and ask please for your continued tolerance and understanding. With everyone still being subject to restrictions there will be more day to day household noise than might usually be heard, but please be considerate of your neighbours and anything that might disturb them.

Please do continue to report issues where there is a breach of tenancy or you feel someone in your community could be at risk, or in need of help or support. If you feel there is an immediate serious risk please call 999, other criminal issues should also be reported to the police on 101. Please remember that TCH has no powers to enforce the government’s Covid restrictions and if you feel these are being broken this is also a police matter. To report a breach, visit Kent Police website or if you live in Sussex, please visit the Sussex Police website.

Our teams continue to deal with anti-social behaviour and other tenancy issues but, as we can only visit in really extreme circumstances at present, cases can be more difficult to deal with and take longer to resolve.      

Social distancing – Please remember to observe social distancing measures at all times, in communal areas and if you see any of our staff or contractors out on site. Please be mindful of everyone’s safety and do not approach anyone working on behalf of TCH. You can still contact us in all the other usual ways.

Communal areas – We will endeavour to provide cleaning and caretaking services as usual.  Please try to keep use of all communal areas to a minimum and observe the hands, face, space, guidance at all times. Please also ensure that nothing is left or stored in communal areas, bin areas are used properly and keep storage on balconies reasonable, in order to prevent potential fire risks. Any communal areas that are currently closed will remain so until further notice.

We have implemented these measures to keep everyone as safe as possible and to try to stop the spread of the virus. Thank you for your continued understanding and for working with us to help reduce risks. We will continually review the situation and update this information as restrictions and our services change.

Current national restrictions

Please click on the button below for details of current restrictions in England.

  • Track and trace: If you’re contacted by the NHS test and trace programme and asked to self-isolate, please follow their instructions.
  • Test and self-isolate: If you or anyone that you have been in contact with, have any of the symptoms of coronavirus you should try to get a test and you should self-isolate for the required length of time.
  • Be considerate of your neighbours: As people are spending more time at home, please try to be considerate and tolerant of those around you.

Guidance around Communal areas

  • Face covering: in many of our communal areas, especially hallways, social distancing is not possible. So we strongly advise that you wear a face covering in communal hallways and other communal areas
  • Social Distancing: it’s really important that the government guidelines around social distancing are observed. Please be aware of the 2 metre rule in all indoor and outdoor communal areas.
  • Lifts: Please try only to use lifts on your own or with other members of your household. If a lift is occupied when it stops on your floor or other people are waiting it’s better to wait for the next one.
  • Touchpoints: There are a lot of touchpoints like door handles and stair rails in communal areas. Our cleaners are paying particular attention to these but they aren’t on site every day. Please remember to wash your hands or use hand sanitiser before, and after you’ve been in communal areas

Rent and other payments

We believe that no one should lose their home because of the coronavirus and want to support those of you who are having difficulty with rent payments.

Other support and advice

Do you need support with anything else? We can help find you the support you need.


Please click through to this page to see the latest update to our repairs service. 

Lettings and mutual exchanges

We’re continuing to let our homes, but with new processes in place to reduce the risk of the spread of coronavirus.

Independent Living Services

Read how we are supporting our residents in our Independent Living schemes.  

Estate, blocks, communal and playground areas

Due to the restrictions on movements, we’ve changed the way we provide some of our communal services. 

Dealing with antisocial behaviour

We understand this is a challenging time for everyone. Please be considerate, tolerant and understanding of your neighbours. 

Beware of scammers

Sadly, coronavirus is creating a perfect environment for fraudsters with many scammers seeing it as an opportunity to profit.

Support with domestic abuse

Whoever you are, social isolation is not an excuse for domestic abuse. Click the button below for ways to get help.