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Coronavirus update - updated 18th January, reviewed 21st January


Looking after our customers


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. You can read our official statement of support to residents here


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 many 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 four, delivering a near full service with 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


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


More details can also be read further down this page.


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.


When we visit, you must allow our staff and contractors space to work, including maintaing a social distance of at least two metres at all times.


Please wait in a different room while work is completed and wear a face covering if you can. 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

Let us know if you have any concerns about visits to your home, for example if you are in the Clinically Extremely Vulnerable group, but please be reassured that all our staff are following covid-secure procedures.



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 instead of visiting.


Covid secure

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


Current advice

The government has put in place a National Lockdown. This means:


  • You must stay at home. This is the single most important action we can all take to protect the NHS and save lives.
  • You must not leave your home unless necessary.
  • Stay 2 metres apart from anyone not in your household or bubble.

To read the full restrictions take a look at this government page.



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 two metres away from people not in your household, or one metre with a face covering or other precautions

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 check your symptoms and arrange for a test on this NHS page: https://111.nhs.uk/covid-19/



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


NHS Covid-19 app

The official NHS COVID-19 contact tracing app for England and Wales lets you know when you're at risk from coronavirus.


It alerts you if you have spent time near someone who tests positive for coronavirus, and allows you to check into locations by scanning NHS QR codes on display.


All our main buildings have NHS QR codes at entrances, including Coastline House, Miners Court, Chi Winder, Veor House, Trelawny Court, Hens Horn Court and Scotts House.


You can download the app through this 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 this page.


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


Repairs and defects

Please contine to report all repairs and defects to us in the usual ways.


Our repairs service has returned to near-normal and now covers all repair types in all homes, but some repairs are taking longer to schedule. For work usually completed within 20 working days you will be offered an appointment within 35 working days (seven weeks).


There may be some delays with defects in newer homes due to availability of contractors, but we will record then pass on details of everything that is reported to us.


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 backlog we are working 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, including keeping at least two metres away at all times.


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 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 providing a near-usual 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.


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: www.turn2us.org.uk/Get-Support


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

Energy providers have confirmed no-one will find 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 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

Visits are possible by people in a resident’s support bubble. 


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


The dining room is closed but meals from the kitchen may be delivered to residents.


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.


Related Documents

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