Important Service Information for Customers

25 Mar 2020
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While we have been working hard to sustain a normal service to you over the last few weeks, following the latest Government announcement last night that we should all stay home, we have had to review our services to ensure we safeguard our customers, colleagues, contractors and members of the public, whilst continuing to provide essential services to customers.

We will update information and can still be contacted via our website:, email:, Twitter: @WHAorguk, Facebook: or by telephone on 01925 246810.

All our colleagues are now working from home.

Essential Repairs and Gas Servicing/ Breakdowns

We continue to provide essential repairs and gas servicing/ breakdowns. All non-essential repairs will be carried out once the Government advise it is safe to do so and relax the existing physical isolation measures. If you already had a non-essential repair booked our Customer Services Team will be in contact to defer your appointment.

Emergency repairs consist of:

  • Un-containable leaks/ burst pipes
  • Total loss of power
  • Total loss of heating and hot water in a home without alternative forms of hot water e.g. electric shower.
  • Serious security breach (such as external doors or windows which cannot be locked)
  • Major structural damage
  • Total loss of water
  • Unsafe electrics

The team remain here to help you as much as possible through this difficult time, but ask that you consider carefully if your repair is an emergency prior to contacting us.

In order to provide this service we ask that you inform us immediately if the following apply to you or anyone in your household – answering the questions honestly, will save people’s lives:

  • Are you self-isolating?
  • Do you have a fever or symptoms of breathing illness?
  • Have you been in contact with someone who is self-isolating or with a confirmed case of Coronavirus (COVID-19)?

Any contractors or colleagues who do visit your home during this time will be taking additional precautionary measures, which may include wearing masks or gloves and wiping down surfaces

We request that you allow them to wash their hands with soap when they arrive and when they leave.

 Housing and Money Advice

Our Housing Officers and Money Advice Officer are still available to deal with any rent payment queries and provide advice or signposting to Government support and deal with any serious anti-social behaviour or urgent tenancy matters.

Communal Cleaning

We are continuing to provide communal cleaning in our retirement living schemes and blocks and have increased our focus on heavy traffic areas, such as door handles and light switches.

Window Cleaning and Landscaping

We have temporarily suspended window cleaning and landscaping as they are non-essential services.

Retirement Living

Our Scheme Managers continue to support our customers and contact them each day to check on their wellbeing.

In addition our Care Call service is available in case of emergencies.

Older and Vulnerable Customers

We ask that people consider their neighbours and let us know if anyone needs support or advice.

We are contacting older and vulnerable customers to check on their welfare and ensure they have family, neighbours or other support to help with shopping etc.

We will continue to monitor Government advice and review and amend our plans as appropriate.

We would like to take this opportunity to apologise for any inconvenience that this may cause and thank you for your continued patience during these extraordinary times.


“Thank you so much for your help in getting me set up in my new home” 

Anonymous – WHA Resident

“We’re really grateful for the excellent service we received from Warrington Housing Association’s Money Adviser and the extra money has made a big difference, helping us hire a gardener and be able to go to LifeTime more often where we enjoy singing in the choir”

Mr & Mrs Holland – WHiA Customers

“I’m so grateful to Warrington Housing Association for reaching out to me to make sure I’m claiming my full benefit entitlements”

Ms Heseltine – WHA Resident

“We couldn’t have navigated the benefits system without the fantastic help we received from Warrington Housing Association’s Money Adviser”

Andrew & Eileen – WHA Residents

“I felt like a big weight had been lifted off my shoulders and that I had somebody on my side”

Barbara, WHA resident

Warrington Housing Association 

Contact Us

Tel: 01925 246810
Fax: 01925 246814

Warrington Housing Association, the Gateway, 89 Sankey Street, Warrington, WA1 1SR