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Your home

We understand that these are unprecedented times for everyone and we want to take the time to answer some of the questions you may have.

We know that some of you are worried about how you'll pay your rent if you have the virus or that your self isolating. We want to reassure all our customers that no-one will lose their home as a result of this virus, see our paying your rent page here.

  • Neighbourhood Inspections

    Neighbourhood Coordinators are also back out in their neighbourhoods and will be carrying out inspections across all areas.
    Find out who your local Neighbourhood Coordinators here.

  • Play areas closed

    We’ve had to close our play areas due to on-going safety concerns.  Not only does this help maintain social distancing, but our contractors who look after the up-keep of our play areas are currently unable to offer this service.

    In order to ensure the areas remain safe and maintained we have no choice to close them and we will review when we can reopen play areas in line with the government updates and safety guidelines.


  • Sheltered and Extra Care schemes

    I live in a community or scheme for older people – what extra precautions are you taking?

    We’re taking all the precautions we can to look after all our residents, and those who may be at higher risk.  This includes regular cleaning, closing communal lounges and making welfare calls to customers.

    How to keep in contact

    We’re restricting face-to-face contact for all the majority of our front line staff, however, you’ll still be able to speak with your Scheme Manager and teams on the phone, or by email.

    Communal laundry rooms

    Communal laundry rooms will remain open but please use these facilities one person at a time and adhere to the government’s social distancing measures.

    Wellbeing phone calls

    To help our older customers, and especially those of you who are self-isolating, we’re increasing the number of calls we make to you to check on your wellbeing and to see if there is anything we can do to support you.

    I live in a community for older people – can my family and friends still visit?

    No, not at this time but we will there to support you and help with anything you may need.


  • Dealing with antisocial behaviour

    It’s important we all continue to follow the government’s advice and continue to stay home.  we’re saddened’ to hear reports of some customers not following these rules.  We will take action where we can and are already working closely with local police in some areas.  You should contact 101 if you believe someone is breaking guidelines.

    You can also use our handy ASB toolkit to work out what is and is not antisocial behaviour, and what steps you need to take.

    ASB toolkit

  • Will I be offered a property?

    During this unprecedented period of 'lock-down' and movement restrictions, PA Housing have made the difficult decision to pause all re-lets of our general needs and independent living properties.

    This is to ensure the health and safety of our customers, contractors and colleagues. It is also consistent with the government advice around essential travel and contact with others.  

    We're continuing to work with our many local authority stakeholders, seeking solutions for emergency accommodation when it comes to those in the greatest need or those facing homelessness.


  • Ending your tenancy

    The HomeMoves Team are open for business and we're here to take your calls should you have any re-housing queries, need advice on moving or whether you should end the tenancy on your current property.

    Please get in touch if you have questions on 0300 123 2221.

  • What happens about my Mutual Exchange?

    We have now started taking applications again for Mutual Exchanges.

    Before you apply, please remember to find out from your swap partner if their landlord is carrying out their mutual exchange service as, if they are not also a PA Housing customer, their landlord may not have started offering this service again yet. We need the other landlords agreement to approve an exchange so we won’t be able to accept your application until they are.

    Find out more

    We’re expecting a large number of applications so there may be a delay in us contacting you, but we will do as soon as we can.

    Thank you for your patience.

  • Prepayment meters

    Customers with prepayment meters who are self-isolating or unable to leave their home for a prolonged period of time should seek advice from their energy supplier for their options.

    Please find links below to energy suppliers contact numbers and website advice.

    British Gas 


    Contact number: 0330 100 0303



    Contact number: 0345 026 2658

    Scottish Power: 


    Contact number: 0800 027 0072



    Contact number: 0333 200 5100



    Contact number: 0345 303 3040



    Contact number: 0800 073 3000

    The latest guidance on energy supply and coronavirus can be found on the OfGem website here.




Health and Safety in your home

With all of us spending more time in our homes, we just want to remind you to follow a common sense approach to keep you and those around you safe:

  • Do not use BBQs on balconies or roofs.  These significantly increase the risk of a fire.
  • Take care not to overload sockets or electrical circuits
  • Do not use multi-socket plug extension blocks for your devices and chargers, plug them directly into sockets when possible. If you do not have enough sockets, use an extension lead. Loose plugs and poor electrical connections, which is occur more frequently when using extension blocks, are a common cause for electrical fires.
  • If you must use extension leads:
  • Plug the extension lead directly into the socket. Do not plug an extension lead into another extension lead.
  • Ensure that the cable is laid out, not coiled or bunched.
  • When using IT or electrical equipment at home ensure that fans or vents are not obstructed or blocked. (For instance by leaving laptop on the sofa or bed, or by having appliance vents too close to the wall) Unplug chargers and turn off appliances when you are not using them. Not only do plugged in chargers and appliances in ‘standby’ mode keep using power, the build up of heat from these electrical appliances is a common cause of fires.
  • Check your plugs and leads for discolouration or damage occasionally, and that cables are not laying somewhere where they likely to be pinched or damaged (for example that they wont get crushed in a cabinet door or under a chair) and check that plugs and cables are not hot to the touch.
  • We would encourage you to not use candles or have open flames in your home, but if you do, please keep on eye on them and put them out before you leave the room or go to sleep. Keep them away from curtains or anything else which can easily catch fire, and check that they are not making anything nearby, or what they are sitting on, hot to the touch.

Finally, we understand that you may have heard potentially confusing messages from the media and the fire brigades about “stay put” or “simultaneous” evacuation strategies. Regardless of what you may have heard, if the there is a fire, PA Housing want you and your family simply to be safe.

Fire safety

If a fire alarm goes off in your house or flat, you see or smell smoke, or think you are at risk from fire for any other reason; you and anyone else in your home should leave immediately. Switch off your cooker or oven, blow out any candles, shut the windows in the room you are in and shut any doors behind you as you leave if you can without putting yourself at risk and delaying your escape.

Doing so may prevent other fires from starting and stop fire from spreading before the fire brigade can put it out.

When you are safely out of your home (and out of the building if you live a block of flats) call 999. Please do not try to re-enter the building until the fire brigade has attended and told you it is safe.

We’re continuing with fire safety checks as normal to make sure our systems are working as they should be and we’ll carry out essential repairs if required.


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