Coronavirus Update

Updated 24th March 2020: 05:10 pm

Coronavirus update – important changes to our service.

In light of recent government announcements around social distancing, restrictions around non-essential travel and interactions – we are making further temporary changes to the way that we work. 

First and foremost – in a situation like this our first priority is to keep our customers and staff safe and well.  Although we will make every effort to continue to deliver as many of our services as we can in line with government restrictions we need to put some measures in place to help minimise the risk of further spread of the virus and to keep our staff and customers safe.

From 24th March 2020 we will:

  • Continue to support our customers with any difficulties that they might face during this time – if a change in circumstances means you are struggling to pay your rent please get in touch ASAP as we have people who can advise on what to do.
  • Continue to support our customers who have additional needs or require advice and guidance or signposting to access support services
  • Stop all non-urgent repairs that need to be carried out in a customer’s home – we will be rescheduling these when government advice changes. If you already have a routine repair booked in, we will be contacting you to reschedule these once we are confident it is safe to carry out the work.
  • Focus the letting of homes on those most in need of emergency accommodation.  Advertising of our properties on Property Pool + and on the open market will be paused until further notice.
  • Continue to provide a 24/7 service for emergency repairs and critical works.
  • Continue to monitor our neighbourhoods via our 24 hour CCTV service and work with the police to keep people and communities safe

Our customer receptions at our Page Moss office and our Head Office will remain closed until further notice. Our Customer Services Team are ready to help and can be reached on 0151 290 7000 or by live chat.

We will continue to keep our customers updated as the situation develops and will continue to communicate how that will impact the services that we offer.

Updated 20th March 2020: 05:16pm

We know that the coronavirus outbreak is worrying for everyone – we want to reassure our customers that we are monitoring the situation closely and will continue to deliver our services in line with government guidelines.

This page contains service updates and customer advice on topics like claiming benefits and self isolation. This page will be updated when we have new information, so check back regularly.

Service Updates

Following the Government and Public Health England’s advice for coronavirus (COVID-19), we will be temporarily changing some of our services:

In line with other housing associations and to protect our customers and staff we will be temporarily closing our front counters. From Wednesday 18th March 2020 both our Lakeview and Page Moss receptions will be closed. At our Page Moss office, we will have signs up for customers to direct them to any services they may need. You can still speak to us by calling 0151 290 7000.

Following the Government’s announcement for people to avoid social contact and gatherings where possible, the Football Association has advised that all grassroots football in England is postponed for the foreseeable future. This will see the closure of King George V facility until further notice. 

We understand that this will be disappointing for people across the communities of Knowsley, however, the priority for us and our partners is the health and wellbeing of all.  The FA has committed to continuing to work with the grassroots game during this time and are in regular communication with the Government.

Communal facilities at our extra care schemes, including the bistros and salons, have been closed to the public. Bluebell and The Watchfactory bistro are currently running a delivery service for residents, so they will not need to leave their homes to visit the bistro.

The regular events that take place across our schemes have also been temporarily suspended.

We have closed our community centres until further notice and will be suspending events.


We will be rescheduling non-urgent repairs that need to be carried out in your home until government advice changes.

We will continue to provide an emergency service to make sure that you are safe in your home.

Further updates will follow when more information is available.

Customer Advice

We are developing our response in line with government guidance. Contact us if you’re having difficulty paying your rent. We can help you to maximise your income.

The Department for Work and Pensions are offering extra support to people who are being affected by coronavirus. Their Universal Credit website provides information about coronavirus and claiming benefits; check this page regularly for government updates:

Find out more


If you have a repair or a visit from of our staff booked in, let us know if you or anyone in your home has flu-like symptoms. This will help us take the proper precautions to keep all our customers and employees safe.

The symptoms of coronavirus are:

• a cough

• a high temperature

These symptoms do not necessarily mean you have the illness. The symptoms are similar to other illnesses that are much more common, such as cold and flu. If you suspect you think you may have been exposed to the coronavirus or are showing any symptoms, the current advice from the NHS is: do not go to a GP surgery, pharmacy or hospital. You can use the 111 online coronavirus service to find out what to do next.

To stop germs spreading there are a few things you can do, including washing your hands regularly – particularly after using public transport or coughing/sneezing.

Public Health England have advised travellers who have recently returned from trips abroad to be vigilant; returning travellers should follow the government guidelines and self isolate if needed.

What We Are Doing

Despite the spread of the virus, we will be required to continue to provide as many of our essential services as possible, such as emergency repairs and gas safety checks. To help us to continue to deliver our services, we will be putting in place measures to ensure the safety of our customers and staff.

Each day we review the latest government advice and adapt our plans if needed. We are liaising regularly with KMBC and are prepared to respond to any incident which may affect our customers or our communities.

We are focusing on ensuring our staff follow public health advice on hand washing and self-isolating if they have a confirmed or suspected coronavirus infection.

Posted in Community Notices