Last updated: 19 July 20201

The Government has confirmed that England will move to the final stage of unlocking coronavirus restrictions on Monday 19 July.

We recognise that for some of our customers, the challenges the pandemic has caused may be ongoing and we will continue to support our customers as much as possible. Our priority has always been to keep our staff and customers safe, protected and provide a high quality service.

We continue to monitor, assess and respond to the evolving coronavirus (COVID-19) situation and follow the Government’s guidance.

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.

We would like to thank you for your continued patience and for your support over the course of the pandemic.

Here to help

We’re committed to delivering the best service possible and investing in how we deliver services to our customers.

My Account

Use our online portal, My Account to access our services at your convenience:

  • Report and book (non-emergency) repairs
  • Make payments securely
  • View the personal details we have stored about you
  • View your accounts and account transactions
  • Generate and print account statements
  • Report Anti-Social Behaviour
  • Request various forms to be posted to you
  • Request a new payment card
  • Make arrangements to pay outstanding debt

Register for My Account. 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.

By phone

For all telephone enquiries please contact us on 0151 709 6878. You can use this same number to report an emergency repair any time.

By email

contactus@pinecourt-housing.co.uk

Please note, our offices at Nelson Street and Atlantic House will no longer be customer facing offices.

What should I do if I’m self-isolating?

Our priority is to protect our customers and our staff. Please contact us if you are self-isolating. 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 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 and Discretionary Housing Payment claims. If you have an existing appointment or need to book an emergency repair, please contact us.

What do I do if I have a gas, electrical or other service for example, a visit from one of your staff booked?

If you are self-isolating we will reschedule and complete this work as soon as it is safe to do so, please contact us and we will discuss your situation. We are here to support you and will work with you to reach a solution.

Can I still report repairs as normal?

Yes, we have resumed our normal repairs service. As we continue to work through our repairs requests, our phone lines may be busier than normal and repairs may take slightly longer to carry out.

We appreciate your patience during this time and would encourage you to use our convenient online portal, My Account, where you can report repairs, make payments, view your accounts and more.

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

We have resumed our normal repairs service. As we continue to work through our repairs requests, we may be busier than normal and repairs may take slightly longer to carry out. You should have received a call to let you know when your re-scheduled appointment is due to take place.

Please note, statutory compliance works (e.g. gas service appointments) will continue to take place unless you have advised us you are self-isolating.

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.) have been resumed. You will receive a communication from us in due course to advise you of 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?

Our offices at Nelson Street will no longer be customer facing. Nelson Street will remain a correspondence office should you need to send in any documents to us.

You can still contact us for any enquiry you may have on 0151 709 6878.

If you prefer you can email us at contactus@pinecourt-housing.co.uk or use our My Account service to report a repair, check your rent account or  make a payment.

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. 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.