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Coronavirus (Covid-19) – Updates and Information for Residents

Following the outbreak of the coronavirus (Covid-19), we have been closely monitoring the situation. The health and wellbeing of our residents and staff is important, and we are taking steps, in line with UK Government and Public Health guidance, to minimise the risk to all. 

Where We Stand

The safety of our residents and staff are paramount, which is why the way we work may be temporarily affected. Please be assured that we are continuing to provide most of our services and support to Elim residents, whilst following the advice from the UK Government and Public Health England. We are reviewing the situation on a daily basis, which enables us to minimise the impact on our residents whilst still remaining safe and doing our bit to reduce the overall impact of Coronavirus (Covid-19).

Find out more on the latest Government updates here

Find out more about the latest NHS guidance here 

Read Elim's Coronavirus policy here

Read how the Elim workplace is staying Covid-19 secure here

If you are currently self-isolating, we ask that you let us know. This will enable us to take appropriate precautions for your safety if we need to deliver a service.

The current situation is changing frequently. We will use our website to provide you with updates and further guidance as necessary, so please keep on checking this page.

We have checked in with all of our residents, however, if you feel you would benefit from another phone call from one of our colleagues, please let us know and we will be happy to contact you again.

Below, we have provided answers to the questions we are being asked most frequently by our residents. If you have a question that isn’t answered below, please contact your Housing Officer or let us know at

Contacting Elim

Yes, you can contact our Head Office as normal. Although the vast majority of our staff are working from home, our telephone system will redirect your call. Our operating hours have not changed and our out of hours service is still active.

Our offices are currently closed to anyone other than Elim staff. This enables us to follow Government guidance around social distancing and encourages our residents to observe the stay at home guidance. Please contact us by phone or email instead.

Repairs and Maintenance

In line with Government guidance, our repairs and maintenance service is running as normal in England and Wales where access to property is available. We will continue to review this position closely in line with Government guidance. 

As a result of issues in some of the house building and maintenance industry supply chains it may take a little longer for us to complete your repairs, and multiple visits may be required if our contractors are unable to obtain the parts they need on the first day they attend your property. We will do our best to communicate the reason for any delays clearly, and will continue to resolve your repair as quickly as possible. Thank you for your patience.


Please let us know if you are self-isolating/in quarantine and the reasons for this. This will help us to make sure that we take appropriate measures so that we can deliver a service safely. If the most appropriate course of action is not clear, we will seek advice from the local Public Health team.

If contractors do attend, they will come equipped with the necessary personal protective equipment. They will stay at least 2 metres away from you and any other members of your household and will ask you to do the same. Please be respectful of their right to go about their work safely. If for any reason they feel that they can not complete a job whilst following Government guidance, they will explain this to you and we will make alternative arrangements.

Paying Rent

Contact Head Office and select the option for ‘Housing.’ An Officer will be able to take a card payment, set up a direct debit or provide you with information to set up a standing order.

We understand that for some residents, the Covid-19 outbreak has significantly reduced their income or led to loss of employment. If this is the case, you should find out if you are eligible for Universal Credit. You can do this and make a claim for Universal Credit here.

Please also contact your Housing Officer to let them know your situation. They will discuss your options with you and where appropriate, provide advice and signposting so that you can take action. The Government has recognised the risks of the current outbreak to renters and has passed legislation to offer some protection.

Support Services

Yes. We will continue to deliver support to our residents, though the ways in which we do it have changed. We will not be conducting face to face support until further notice and are instead providing support over the telephone. All of our Support Services service users have been contacted directly by our support teams with specific instructions. If you have a query about our Support Services then please contact our Head Office on 01454 411172 and they will direct your enquiry to the appropriate member of staff.

Other Queries

We understand that this is a challenge for our residents in shared accommodation or in blocks of flats. We advise that you follow the Government guidelines on social distancing here. If you share a kitchen or bathroom with other people, spend no longer in the shared space than necessary and please clean it thoroughly after each use.

Normal service from Centigen Grounds Maintenance Services and Communal Cleaning has now resumed. If you have any specific enquiries about this or other services, please contact us on 01454 411172 or email us at

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