Service Update – 15 June 2022

15th June 2022

You can contact us 24/7 via MyAccount, email or on 01768 861400 (only emergency services are available outside standard office hours).

If you would like to see someone at our office, please make an appointment so we can make sure someone is available to meet you.  Most staff are either out on visits or working from home so will need to arrange to be at the office to meet you.

We are still having problems getting some building materials and parts, and we are still experiencing higher than usual sickness rates amongst contractors and staff.  In these difficult times, our staff and contractors are working hard to try and keep things running as well as possible.

If a member of staff or a contractor has to come to your home, please wear a face covering if you are able to and open the window – this helps keep all of us safe.

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


We are booking repairs as normal, but please note that services are currently affected by Covid staff shortages as well as problems getting building materials and parts.

We are prioritising emergency and urgent repairs.

If engineers are ill or self-isolating, we have to change appointments. 

We apologise for any inconvenience and thank you for your patience.

If you do have contractors visiting your home please:

  • Open the windows before they arrive
  • Clean the area they will be working
  • Wear a mask/face covering
  • Stay at least 2 metres/6 feet away – in a different room if possible

Repairs should be reported using MyAccount or 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.

Rent charges/arrears

We check rent accounts weekly and will contact you about rent that is owed.  We will try to help you make sure that arrears do not build up to an unmanageable level.

If you are worried about paying your rent please contact us ASAP.

Our Benefits and Debt Advice Service

Please contact us via MyAccount or email or call 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

The new Cumbria Choice Policy and website is now live.  We are still advertising and letting homes, though the process is sometimes taking longer than usual.  We are prioritising those in most urgent need.

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.

Contacting us

Please use MyAccount, email staff direct or [email protected], or call 01768 861400 if you need to talk with someone, and your message will be passed on.

If you would like to see someone at the office, please make an appointment by using MyAccount, email or telephone..

MyAccount is a self-service portal which allows you to check your balance, pay your rent, report repairs etc online at a time convenient to you.  If you haven’t got your MyAccount set up yet – follow this link or give us a call and we’ll help.

Our staff will do what they reasonably can to help and support you.  This is still a worrying and difficult time for many and we know people are fed up with ongoing difficulties – we appreciate your patience and understanding.  Please continue to treat our staff and contractors with respect – we will not tolerate abuse.

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