Coronavirus FAQs

Pattern circle

Since the start of the COVID-19 crisis, we’ve made sure that supporting and keeping our tenants and staff safe has been our priority. We’ve made some changes to the way that we deliver our services, from our repairs through to how our Community Potential Specialists will work with you.

You’ll find lots of useful information below, but if you have any questions, just Contact Us

Our top priority is protecting our customers, as well as our staff and communities. We've implemented contingency plans to reduce face-to-face contact and cut the risk of infection. As part of this, all our staff are now working remotely.

Contacting us

1) How can I contact you?

Even though our offices are closed, our team are still available to help. Take a look at our contact us page for the different ways to get in touch.

2) Are your opening times still the same?

Yes, our opening times have stayed the same.

Monday, Tuesday, Thursday: 8.45am to 5.15pm

Wednesday: 1pm to 5.15pm

Friday: 8.45am to 4.45pm

Take a look at our contact us page for the different ways to get in touch.

Viewing homes / Moving home

1) Can I still view a home?

Yes, you can. The Government recommends that viewings are completed virtually where possible.

This means that you won't be attending the home, and instead will be offered a virtual viewing. Find out more about viewing our homes.

2) Can I still move home?

Yes, but because of COVID-19, we’re all having to do things a bit differently now, and moving home is no exception. Read our guidance on moving home safely.

Planned works

1) I had some planned works due to take place – what is happening with this?

Although we had to pause our works at the start of the crisis, now the government has started to ease their restrictions, we're continuing with planned works. 

We'll ensure that we follow the requirements as set out by the government and the HSE, and all our contractors will ensure they work safely in your home.

Anti-social behaviour and domestic abuse

1) Will you still be investigating anti-social behaviour and domestic abuse?

Yes, we take anti-social behaviour and domestic abuse very seriously at Twenty11 and are continuing to investigate and provide support.

Domestic abuse support: Visit our domestic abuse web page for further information on how to access support.

Anti-social behaviour: We'll always take whatever action we’re able to, with the support of partner agencies, to address anti-social behaviour. Visit our anti-social behaviour web page for further information.

If you feel you're in danger or at risk, or that criminal behaviour is taking place, please contact the police in the first instance.

Garden maintenance

1) Will your contractors still be carrying out the grounds maintenance?

Our contractor, John O’Conner, has returned to providing the full suite of grounds maintenance services to our estates. They’re complying with Government guidance on social distancing in the workplace, so you may see more of their vans on site than usual. Please do not approach the team whilst they're working, and if you have any questions about the service, contact us directly.

2) Will you carry out your usual weed killing schedule?

Our contractor, John O’Conner, continues to carry out our annual grounds maintenance weed killing schedule. This year they'll be taking on board the government advice and wearing full protective clothing. Please don’t be alarmed if you see them, this has nothing to do with Coronavirus.

Cleaning in blocks

1) Will you still be carrying out the communal cleaning?

Yes, our communal cleaning has continued throughout the crisis, and we've also asked our contractors to give extra attention to touchpoints such as door handles and rails.

We believe that maintaining the cleanliness of our blocks is one of our priorities in helping to minimise the spread of the virus.

2) Will my rubbish bins still be collected?

The Council is working hard to keep front line waste collection and street cleansing services operating with a significantly reduced workforce. These are unprecedented times for all of us and it's having an impact on their ability to deliver collections and perform as normal. Please refer to for the latest information.

To help minimise the spread of the virus, if you have or suspect you may have COVID-19, it would be helpful if you could ensure that your rubbish is:

  • double bagged
  • kept somewhere safe until 72 hours have passed then put out for collection.

Personal waste includes:

  • used tissues
  • cleaning cloths
  • wipes 
  • Nappies.

Do not store your waste in communal areas while you are keeping it safe.

3) Will my windows still be cleaned?

All window cleaning services are continuing and provided by our new contractor, Ryemead