Covid-19/Coronavirus Update – Thursday 5 November 2020

5th November 2020

Following the National Lockdown announcement we are making some changes to our services – please see below:

Our Penrith office is closed but you can contact us on or by calling 01768 861400 (Mon-Fri 9am – 5pm; excl Weds 9.30am-5pm).

Repairs should be reported by calling 01768 861434 or 0800 3581401. (Emergencies can be reported 24/7 using these numbers).

At all times if a member of our staff or a contractor has to come to your home, please wear a face covering if you are able to – this helps keep all of us safe.

During lockdown we will be trying to limit the number of visits we make to tenant’s homes – only coming out if it’s absolutely necessary.

If you are ill or self-isolating we will only come into your home to fix risk to life emergencies.


  • We will only be dealing with emergency or urgent repairs
  • We will not be booking new non-urgent repairs until after lockdown ends

If you have already reported a repair before lockdown, our contractors will be in touch to arrange an appointment if you are happy to go ahead.

  • Make a clear path to the area where the repair is necessary
  • Make sure you clean the area with disinfectant and open the window
  • Wear a mask/face covering
  • Stay at least 2 metres/6 feet away from contractors – stay in a different room if possible

Any non-urgent repairs at our assisted living schemes will be rescheduled until after lockdown, as will non-urgent gas repairs in all homes.

Safety Checks – gas/electric/oil/chimney sweeping/stair-lift        

It’s very important that you let our contractors in for safety works. All our engineers are working as safely as possible.

Improvement works

Roofing, painting, window and heating work will continue for homes where we have already been in touch. If the work means we have to be inside your home, we will be double-checking if you are happy to go ahead. If you have non-urgent queries – please email

Rent charges/arrears

Our staff will get in touch about rent that is owed. We will try to help you to make sure that rent owed does not build up to an unmanageable level.

If you are worried about paying your rent please contact us ASAP – we want to help where we can.

We will not evict tenants for arrears caused by Covid-19, but please keep in touch if you face problems so we can help and support.

Our Benefits and Debt Advice Service:

Please call or email if you need help with debt or benefits and we will arrange a call back.

Lettings/Cumbria Choice

Shortlists are checked in the order that homes will become available. Sometimes not all shortlisting is completed on Wednesdays. If you have a query about a shortlist, please email if you can rather than ringing.

Homelessness and Housing Advice Service

Please call 01768 861499 if you need help.

Neighbour Complaints

We have been getting reports of neighbours breaking rules and causing nuisance as a result. New lockdown rules mean you must stay at home as much as possible and you must not meet socially indoors with anyone you do not live with or is in your support bubble.

You can now be fined up to £10,000 for breaking the self-isolation rules.

Please make sure that you follow the rules to help control spread of the virus.

Our Assisted Living and Extra-Care Schemes

All sites are closed to visitors other than family providing care and support and others delivering vital repairs services or health/care services.

Although our office is closed…

Staff are still working. Please email them direct or email if you need to talk with someone and your message will be passed on.

Our staff will do everything they reasonably can to help and support you. This is a worrying and difficult time for many and we appreciate your patience and understanding. Please continue to treat our staff with respect – we will not tolerate abuse.

Contact Us:Housing: 01768 861 400 Repairs: 0800 3581 401 or 01768 861434
All calls are recorded for training and resolution purposes

Opening Times


Mon – Fri 9am – 5pm
Wed 9.30am – 5pm
Closed Bank Holidays

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Eden Housing Association
Blain House, Bridge Lane, Penrith, Cumbria, CA11 8QU
Telephone: 01768 861 400 Email:
All calls are recorded for training and resolution purposes

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