Covid-19/Coronavirus Update – Thursday 7 January 2021

7th January 2021

With the new variant spreading rapidly, we are committed to doing what we can to protect our tenants, employees and contractors, whilst still maintaining essential services as much as we can.

To limit face to face contact, and to help prevent the spread of the virus, our office remains closed. Rest assured, you can still contact us 24/7 on 01768 861400 or 0800 3581401 or via email.

(Only emergency services are available outside standard office hours)

 If a member of 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.

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


We are prioritising Emergency and Urgent Repairs and safety checks. Please consider this before making a request for a service.

We are having to rearrange some appointments if engineers are ill or have to isolate because of track and trace. We’re working hard to keep things running smoothly and we’re sorry if we have to rearrange your appointment.

If you do have contractors visiting your home please:

  • 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

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

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

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

Rent charges/arrears

Our staff are still checking rent accounts weekly and 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.

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 from our independent support service run by Cumbria Law Centre.

Lettings/Cumbria Choice

We are continuing to advertise and let homes, though the process may take longer than usual. We will prioritise housing those in most urgent need.

We are not currently letting homes in our assisted living and extra-care schemes – if you need this type of housing urgently, please contact us.

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 are still getting reports of neighbours breaking rules and causing nuisance as a result.

We are now in NATIONAL LOCKDOWN this means:

  • stay at home as much as possible
  • no visitors who do not live with you/ are not your support bubble

You can now be fined 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 call or email them direct or email or call 01768 861400 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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