Updates during Coronavirus Pandemic

As part of the steps the Government is taking to gradually re-open society, it has asked social landlords, including Council’s, to put plans in place so that Housing services can begin to return to normal.

The Government has written to all tenants setting out what is expected of social landlords and the services that we provide to our tenants.

This letter includes guidance on Maintenance and Repairs, Gas safety checks, Allocations and moving home, in addition to other areas where Council’s support tenants.

As a result of this guidance, we are now gradually bringing back some of our services to tenants in a Covid Secure way. These areas include our repairs service, allocations and supported housing. We are also looking at how we can start to safely deliver additional services whilst maintaining a safe distance, follow hygiene procedures and be aware of the wishes of tenants who may be self-isolating or shielding.

Keeping our tenants and staff safe while we start to re-introduce some of our services is our main priority and we will provide ongoing updates for tenants through this page and social media, as and when we are able to safely expand our services further.

The information below tells you about how some of our services have been affected by the Coronavirus Pandemic.

Contacting our Housing Service

If you want to get in touch with us about a general enquiry, speak to your Housing Officer about a tenancy issue, report a repair or speak to us about any other housing related issues, please call us on 0800 590542 or email customer.services@bassetlaw.gov.uk

Housing Officers – Our Housing Officers are now able to conduct home visits in a socially distanced and Covid Secure way. They are available to contact via phone and email. Please call 01909 533 533 if you know the name of your Housing Officer or 0800 590542.


From Wednesday 22nd July 2020, we are now able to accept routine repairs. If you or a member of your household are displaying symptoms of Coronavirus and have chosen to self-isolate, please tell us when reporting a repair.

You can also Report a Repair online.

We are currently working our way through a back-log of routine repairs that were reported to us prior to the Government's lockdown on 24th March. We thank tenants for their patience during this time and will complete all routine repairs as soon as possible. 

Any planned repairs that are currently taking place will be completed. Unfortunately, we are not able to carry out any new planned repairs until further notice.

Gas Repairs – Our gas contractor Sure Maintenance is continuing to attend planned services and emergency repairs, subject to screening questions.

For gas related repairs, please call Sure Maintenance direct on 0800 083 3743.

For more information about our Repairs Service, you can visit our Repairs and Home Improvement pages or read our Repairs Policy.  

Gas Servicing and Safety Certificates

Gas Servicing appointments are continuing as planned through our contractor Sure Maintenance subject to screening questions. If you were due to have a gas service or safety visit and have chosen to self-isolate, please contact us and this will be arranged for you as soon as your isolation period has ended or you are feeling well again.

Electrical Testing – Our contractors have begun an electrical testing programme as Electrical compliance and safety is vital to keep all our tenants safe. If you have chosen to self-isolate, please contact us and this appointment will be arranged for you as soon as your isolation period has ended or you are feeling well again.

Supported Housing

Independent Living Centres

Following the latest government guidance, community rooms in Independent Living Centres have been closed.  Laundry facilities can be used, but only one person is allowed in the laundry room at any time.

Only relatives, carers, and those providing an essential service will be allowed to visit residents in the Independent Living Centres – any visitor must use hand sanitiser when they enter the building and wear a face mask at all times (unless they have an exemption) whilst in the communal parts of the building. 

They must also sign-in when they enter, either by scanning their mobile phone on the QR track & trace code, or completing a form with their details and placing it in a secure box (all information is shredded after 14 days).

Anyone who has a symptom of Covid-19, or has to self-isolate, must not enter one of the Independent Living Centres.


In order to protect vulnerable and older adults we have replaced our daily physical visits with phone calls. A number of wardens will continue to be based at our Independent Living Centres in order to conduct essential health, safety and well-being checks.

Lifeline and Keysafes

To reduce the risk of spreading Coronavirus, we have limited the number of Lifeline and Keysafe installations we carry out per day. We are still taking referrals and will be prioritising bookings to those who have no friends or relatives in the local area. We ask that you give as much notice as possible if you require either service for a hospital discharge.


Change of service

While restrictions are in place to prevent the further spread of Coronavirus, we have changed the way that we allocate our properties, conduct viewings and enable new tenants to move into their homes.

All of our revised practices are conducted in line with Government advice and have been risk assessed to ensure the safety of potential new tenants and our staff.

Looking for a property and bidding

You can view all of the properties that are available each week on our Homefinder website. We are not currently producing hard copies of our property guides until further notice.

If you have a Homefinder account, you can bid for a property as you normally would. However, at this time we ask that you only bid on a property if you are certain that you would accept the property should your bid be successful.

Allocating properties and viewings

In order to conduct viewings in the safest way possible for tenants and staff, we will be allocating properties and arranging viewings with the highest placed applicants.

Should you wish to view a property, we ask that a maximum of two people from the same household attend the viewing. We cannot permit children under the age of 16 to attend a viewing at this time.

Sign-ups and moving in

Should your bid and viewing be successful and you wish to move into the property, we will contact you by phone and take you through the sign-up process in the same way that we would during a face-to-face interview. This will involve talking through the terms of the tenancy agreement with one of our Allocations Officers and supplying you with other relevant information.

Once the sign-up process is complete we will send the final Tenancy Agreement to you by post, or another agreed safe method, for you to sign and return to us. This can be returned by post, by dropping it off at any of our offices in Worksop, Retford or Carlton Forest, or by arranging collection with our Allocations Officer.

Once this process is complete we will arrange for the collection or delivery of keys and you will be free to move into your new home.

Should you have any further questions about the revised allocations, viewings or sing-up procedures, please contact our Allocations Officers on 0800 590 542.

Other Services

Community Centres

A small number of groups have been using our Community Centres on a trial basis to ensure that they meet all government guidance.  We are currently discussing with each group whether the recent changes to that guidance will allow them to continue their activity.

We will only consider other groups using the community rooms where they can fully meet all of the latest guidance.

Caretaking Teams – Our Caretaking Teams will continue to be out in our communities.

Community Skips - Our Community Skip Programme is currently suspended. 

Last Updated on Thursday, October 15, 2020