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Coronavirus update - updated 10th August, reviewed 10th August


Coastline Housing is committed to ensuring we look after our customers and communities as best as we are able. During the coronavirus crisis we will stay focused on delivering our vital work for communities across Cornwall.


We continue to be in contact by telephone with the most vulnerable customers in our homes to ensure they are not isolated, and will keep in regular contact throughout the crisis.


While our telephone lines remain open, with the majority of staff having to work from home you may find it more difficult to get through than normal. Please use alternative contact methods, for example My Coastline or email via customer.service@coastlinehousing.co.uk, as our staff can reply to these more easily. 


Coastline Housing service levels

We have produced a four phase service plan that shows you which services are available. We are currently working under phase three, a soft open.


To see the list of services available, click here to see read the full plan.


More details can also be read further down this page.


Covid secure

We confirm we have completed the government's guidance on managing the risk of covid-19. View the confirmation here.


Current advice

To protect yourself and others, the government says when you leave home you must: 

  • wash hands - keep washing your hands regularly 
  • cover face - wear a face covering over your nose and mouth in enclosed spaces 
  • make space - stay at least a metre away from people not in your household 

Anyone who has the following symptoms must isolate themselves at home for at least ten days:

  • high temperature
  • a new dry cough or shortness of breath
  • loss or change in your sense of smell or taste 

If you have any of the main symptoms of coronavirus: 

  • stay at home (self-isolate) – do not leave your home or have visitors - anyone you live with, and anyone in your support bubble, must self-isolate for at least 14 days
  • get a test to check if you have coronavirus as soon as possible - anyone you live with, and anyone in your support bubble, should also get a test if they have symptoms

You can ask for a test on this NHS page: www.nhs.uk/ask-for-a-coronavirus-test



For guidance on what you can and can't do in daily life please read this government page.


A covid support booklet for people living in Camborne, Pool, Illogan and Redruth has been produced by Cornwall Council. It features some really useful information about support available, along with contact details for various organisations.


Updates can be found here:
NHS: https://www.nhs.uk/conditions/coronavirus-covid-19
GOV.UK: https://www.gov.uk/coronavirus


Keeping everyone safe if we need to visit your home

Here's a short video guide to help keep everyone safe if we need to visit your home. There are things we will do, and some steps we ask you to take.



All our staff are briefed with the latest advice. Nobody attending falls into any of the higher risk categories covered by government guidelines.


We will provide services as much as we can by telephone or through My Coastline.


Government Guidance for Landlords and Tenants

The government has published guidance covering areas including rent and arrears, and repairs and maintenance.


You can read the full document here.


Coastline is following this guidance with regard to the delivery of our services at this time. 


Repairs and defects

Our service has returned to near-normal and now covers all repair types in all homes.


Before we visit you will be asked whether anyone in your household has symptoms of coronavirus.  If someone does, we will discuss with you how we can undertake the repair without compromising health and safety.  


If you have reported a repair please do not contact us again. There is a large backlog to work through, so we will be in touch when we are able to visit. If a repair later becomes an emergency please contact us straight away. 


By emergency repairs we mean any defect that puts the health, safety or security of a customer, or a third party, at immediate risk; or that affects the structure of the building adversely. 


The critical services are gas boiler servicing and high risk communal area cleaning.   


Coastline Services operatives will follow all health and safety guidelines and have full personal protective equipment. We remind customers not to approach the teams and follow social distancing rules to keep everyone safe.  


Cleaning of communal areas will focus on hygiene and cleanliness of hard surfaces, handles and touch plates. 


In line with government requirements common rooms in supported housing are closed.  


You can read more details of our current service on the report a repair page.


Gas safety checks

Following guidance recently released from the government, gas servicing is classed as essential and will carry on as usual unless anyone in the household is self-isolating due to coronavirus symptoms or at risk. Gas servicing must be done every 12 months, as confirmed by Gas Safe.


If our contractor Blue Flame has made an appointment with you, please call them on 01326 378122 should anyone in your household have symptoms of coronavirus. They will either move the appointment or discuss how it may still go ahead. 


Grounds maintenance

Coastline Services’ maintenance teams are returning to providing their usual full service. 


They will place signs to encourage social distancing. We ask our customers to respect this and not approach our operatives. 



As always, please let us know straight away if you are having difficulties paying your rent. Our income management team is here to provide you with advice. This may be different for each customer, so keeping in touch with us as your circumstances change will ensure we can give you the right help.


The government has confirmed they are suspending new evictions from social or private rented accommodation while the national emergency is taking place, and that there will be no new possession proceedings through applications to courts. This commitment, which was in place until June, has now been extended to the end of August. 


These announcements are welcomed and fully supported by Coastline Housing.


While there has been some debate online and in newspapers about how the government’s rules will work, we would like to reassure you that Coastline will not be seeking evictions due to rent arrears caused by the coronavirus outbreak.


If you find your income has been reduced, then it is important to make a claim for Universal Credit or Housing Benefit straight away.  


To make a claim for Universal Credit visit www.gov.uk/universal-credit. You do not need to call them once you have made a claim. They will contact you if there is anything they need to know, and you can see updates in your online journal. If you or someone you know needs assistance you can contact Citizens Advice to ask about their Help to Claim service.


For Housing Benefit head to www.cornwall.gov.uk/advice-and-benefits/benefits/claiming-housing-benefit-and-council-tax-support/


Turn2us has a benefits calculator on its website which gives a good guide to what you may be entitled to: https://benefits-calculator.turn2us.org.uk/AboutYou 


Shared Ownership

If you are a shared owner and struggling to pay your mortgage due to the situation, please be aware that you may be able to take a mortgage payment holiday. Please contact your mortgage provider regarding this. If you are struggling to pay your rent share, the team will be happy to assist wherever possible.


Energy companies

A recent announcement has confirmed assistance from energy providers to ensure no-one finds themselves without electricity.


Providers can use a discretionary fund to provide you with credit or send pre-loaded top up cards, so your supply isn’t affected. More broadly, any energy customer in financial distress will also be supported by their supplier, which could include debt repayments and bill payments being reassessed, reduced or paused where necessary, while disconnection of credit meters will be completely suspended.


Please contact your energy supplier to see what options are available to you if needed.


Further help

If you and your family are experiencing extreme hardship please contact us as we can help you find extra support. You can also access help from Cornwall Council’s Crisis and Care service.  Visit www.cornwall.gov.uk/advice-and-benefits/benefits/crisis-and-care-awards/ 


We will add details of other organisations that can help on our customer wellbeing page.


Moving home

We are letting a small number of homes through Cornwall HomeChoice and HomeHunt.


Please join and check the sites each week to see if a suitable home is available.  


Support calls

We contact customers where we know about any health issues that may make them more vulnerable. If you think you would benefit from a telephone call each day during the current crisis please let us know.


Coastline House

Our reception at Coastline House is closed to visitors. Please contact us using My Coastline or email customer.service@coastlinehousing.co.uk 


Miners Court

Miners Court Extra Care is open for customers to have pre-arranged visits with their family and friends in the garden or in their flats.


Please call Miners Court on 01209 217970 to let us know the visit will be taking place. Social distancing must be observed and all visitors must first report to reception on arrival.


The day centre service is not running. 


Homeless Service

Chi Winder in Pool remains open for anyone who is street homeless. Clients in supported accommodation who usually make use of the facilities must not visit. 


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