Last updated: 17 April 2020

Our priority is to keep our staff and customers safe and protected. We continue to monitor, assess and respond to the evolving Coronavirus (COVID-19) situation and follow the Government’s guidance. Where it is safe and appropriate to do so, we will continue to provide some services to you. We recognise this is a challenging time for many, and we will work with you to support and advise where we can. This FAQ page should help to quickly answer most queries you may have. If you cannot find what you need here please contact us.

This is a live document that we will revise regularly in response to the latest Government advice, so please check back regularly to ensure you are reading the most up to date version.

What should I do if I’m self-isolating / shielding / have been identified as vulnerable by the Government?

Our priority is to protect our customers and our staff. Please contact us if you are self-isolating, are shielding or have been identified as vulnerable by the Government. We are here to support you and will work with you to discuss how we can help, whether it be in relation to repairs and maintenance; legally required checks, for example, gas and electrical servicing; or if you have any financial or health and well-being concerns.

Our Customer Service Centre and Financial Inclusion staff are on hand to provide advice and direct you to the appropriate services being provided by a range of organisations that we are working with. We can, for example, support with Universal Credit, Hardship Fund and Discretionary Housing Payment claims. If you have an existing appointment or need to book an emergency repair, please contact us.

Can I still report repairs as normal?

No. Due to the current situation, we are only able to provide emergency repairs, as well as gas, electrical and other testing to comply with legal requirements and keep our customers safe and secure. You can report emergency repairs by calling 0151 709 6878.

What do I do if I have a gas, electrical or other service booked?

If you have a gas, electrical or other service booked and you are self-isolating, are shielding or have been identified as vulnerable by the Government we will reschedule and complete this work as soon as it is safe to do so, please call us on  0151 709 6878 and we will discuss your situation. Our priority is to protect our customers and our staff. We are here to support you and will work with you to reach a solution.

Is my scheduled appointment (e.g. repair, Independent Living visit etc.) still due to take place?

No. If you have a repairs appointment scheduled, and it is not an emergency repair, you should have received a call to advise you that your appointment has been cancelled and / or re-arranged. Please note, statutory compliance works (e.g. gas service appointments) will continue to take place unless you have advised us you are self-isolating.

Face-to-face Independent Living visits will not be taking place (unless there is an urgent need or crisis). However, we will still be checking in with our Independent Living customers by phone.

My home is due to have improvement works carried out, will this work be going ahead?

Improvement works (including upgrades to your bathroom, kitchen, central heating, roof, windows etc.) will not be starting until further notice. You will receive a communication from us in due course to advise you a new start date for these works.

What do I need to do if I have an emergency repair requirement?

We are still able to carry out emergency repairs and will take appropriate precautions in order to keep you and your home safe and secure. If you would like to report an emergency repair please call us on 0151 709 6878  (24 hours a day, 7 days a week).

Please advise if you or anyone in your household are self-isolating (displaying symptoms, confirmed case, underlying health conditions). We will assess the situation and ensure appropriate precautions are taken before attending.

Can I still contact the Nelson Street office?

In light of recent developments regarding coronavirus (COVID-19) we have taken the decision to close our Nelson Street office until further notice.

However, you can still contact us for any enquiry you may have on 0151 709 6878 please note though, there may be a wait for our service.

If you prefer you can email us at contactus@pinecourt-housing.co.uk or use our My Account service to check your rent account and make payments.

How can I report an ASB incident?

If you wish to report an incident of anti-social behaviour and you feel there is an immediate threat of danger please contact the police, otherwise please contact us.

Can I still access My Account?

Yes, you can still access My Account during this time, but only to check your rent account and make payments. Non-urgent repairs can no longer be reported during this time. To register, you’ll need to enter the email address you use for Pine Court Housing Association and your rent account number. If you have never registered an email address with us, please contact us.

My tenancy is ending how can I return my keys?

Please contact us to make arrangements and we will advise you on what to do.

When will your offices be open again?

We cannot confirm a date when our offices will be open again, we are being guided by UK Government advice. Please feel free to contact us during this time should you need any assistance.