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Coronavirus update - updated 1st March, reviewed 1st March


Looking after our customers

Coastline Housing is committed to ensuring we look after our customers and communities as best as we are able.


While the government has removed Coronavirus protection measures, we will be continuing to work in a ‘Covid secure’ way to keep customers and colleagues as safe as possible, and we will continue to focus on delivering our vital work for communities across Cornwall. 


Current government guidance

Whilst the majority of government restrictions are now lifted the government advises everyone to be cautious while managing the risks as cases of Covid-19 remain high.


We ask you to respect the wishes of others and to help us to keep everyone safe in maintaining a Covid secure working environment by: 

  • Wearing a face mask if it makes you feel more comfortable. While wearing a mask is now by choice, please feel free to do so, and if you would like our colleagues to do the same please ask them. Likewise, if our colleague asks you too it would be very much appreciated.
  • Maintaining a safe distance from Coastline colleagues or contractors.
  • Ensuring there is good ventilation in your home if we visit.
  • Getting a test if you have symptoms and letting us know if it is positive.

For advice on how to stay safe and help prevent the spread to coronavirus, please take a look at this government page.


Testing and health advice can be found further down this page or on the NHS page


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 details on the gov.uk website.


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


NHF statement on evictions and support for residents

The National Housing Federation has written a statement of support for residents, which Coastline Housing confirms it will be following.


During the pandemic and beyond, housing associations are committed to:


  1. Keeping people secure at home. No one will be evicted from a housing association home as a result of financial hardship, where they are working (or engaging) with their housing association to get their payments back on track.
  2. Helping people to get the support they need. Housing associations are helping residents to access benefits and other support to alleviate financial hardship, including supporting people to get into work where possible.
  3. Acting compassionately and quickly where people are struggling. Housing associations will work with any resident who is struggling to pay rent to make arrangements that are manageable for them in the long term. Legal action will only be taken in serious circumstances – for example as a last resort where a resident will not agree a plan with their landlord to pay their rent, or where it is needed urgently in cases of domestic abuse or of antisocial behaviour that is putting other residents or communities at risk.

You can read the full statement on the NHF website.


Coastline Housing service levels

We are currently delivering a full range of services with some Covid precautions in place. 


Please continue to report repairs and contact us as usual. If your query isn’t urgent use My Coastline or email customer.service@coastlinehousing.co.uk 


Repairs and defects service update

Almost all repairs are being completed within normal time frames.  An increase in local infection levels or staff having to isolate may impact on our resources.


As always, it is important that you report repairs to us straight away and include as much information as you can. If you use My Coastline or email you can attach a photo which helps us to get the repair right first time.


If a repair gets worse after you have reported it, please let us know as we may then move the appointment to an earlier date.


You can report and book appointment times for non-emergency repairs using our online service My Coastline on this website or download the My Coastline app for Apple, Android and Amazon.


Non-emergency repairs can be emailed to customer.service@coastlinehousing.co.uk.


Emergency repairs must be reported by phone 24 hours a day, seven days a week on 01209 200200. 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. 


Keeping everyone safe if we need to visit your home

Here's a short guide including a video 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.



Before we visit you will be asked whether anyone in your household has symptoms of coronavirus. The government says no work should be carried out in a household which is isolating because one or more family members has symptoms, unless it is to remedy a direct risk to the safety of the household or the public. For these emergency repairs we will discuss with you how we can undertake them without compromising health and safety.  


Our operatives will ask whether you would like them to wear face coverings, and will ensure surfaces they touch are cleaned. Please allow our staff and contractors space to work, such as maintaining a social distance of at least two metres or waiting in a different room while work is completed.


While wearing a mask is now by choice, please feel free to do so if it makes you feel more comfortable. If you would like our colleagues to do the same please ask them. Likewise, if our colleague asks you too it would be very much appreciated.


We understand that some customers may not be able to wear a face covering, including: 

  • children aged 10 and under (Public Health England does not recommend face coverings for children under the age of 3 for health and safety reasons) 
  • people who cannot put on, wear or remove a face covering because of a physical or mental illness or impairment, or disability 
  • where putting on, wearing or removing a face covering will cause you severe distress 

Gas safety checks

Following guidance from the government, gas servicing is classed as critical and will carry on as usual unless anyone in the household is self-isolating due to coronavirus symptoms or at risk. Gas servicing must continue to 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.


Covid secure

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


Coastline House

Our reception at Coastline House is closed to visitors until early March due to building work.


We ask customers to continue contacting us mainly through the My Coastline app, by email at customer.service@coastlinehousing.co.uk, or by phone. 


Miners Court

Residents are welcome to have visitors.


Social distancing must be observed in communal areas and all visitors should first report to reception on arrival. PPE is available to all staff and visitors. 


The dining room and day centre are open, but with reduced numbers of visitors permitted, with Covid Secure practices on place.


From time to time stricter precautions may be in place depending on levels of Coronavirus infections.

Homeless Service

Covid precautions in place at Chi Winder continue. There is a full service for clients although group activities will be restricted to eight per session to allow for the continuation of Covid Secure practices. 


The kitchen is fully open. Severe Weather Emergency Protocol beds are available.


Government health advice

The government says Coronavirus remains a serious health risk, and it’s important to stay cautious and help protect yourself and others. In England, they suggest: 

  • Get vaccinated.
  • Let fresh air in if meeting indoors, or meet outside.
  • Consider wearing a face covering in crowded, enclosed spaces.
  • Get tested if you have COVID-19 symptoms, and stay at home if positive.

More information can be read on the Government’s How To Stay Safe page.


The main symptoms of coronavirus (COVID-19) are: 

  • A high temperature – this means you feel hot to touch on your chest or back (you do not need to measure your temperature).
  • A new, continuous cough – this means coughing a lot for more than an hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual).
  • A loss or change to your sense of smell or taste – this means you've noticed you cannot smell or taste anything, or things smell or taste different to normal.

If you have any of the main symptoms of COVID-19:

  • Get a PCR test (test that is sent to a lab) to check if you have COVID-19 as soon as possible – see more here.
  • Try to stay at home and avoid contact with other people until you get your test result.

You can get rapid tests if:

  • You're eligible for new COVID-19 treatments.
  • You visit someone who is at higher risk of getting seriously ill from COVID-19.
  • You tested positive for COVID-19 and want to check if you're still infectious after 5 days – find out about doing rapid tests if you're staying at home.
  • You work, volunteer, or visit somewhere that's high risk.

Full details on rapid tests are on this NHS page.

Related Documents

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