Our latest Covid-19 service update

26 Aug 2020
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The health, safety and wellbeing of our customers, colleagues, contractors and communities remain our priority during the Covid-19 pandemic.

Here is the latest update on our service provision.

Please note our office in the Gateway and Lifetime currently remain closed to the public.

Our colleagues continue to work from home, providing services on line, by telephone or face to face via video conferencing and visiting schemes when necessary, such as carrying out inspections.

WHA will continue to follow Government Guidance in our response to Covid-19.

We will continue to ask customers Covid-19 questions when you request a service such as a repair and again before a contractor or colleague visits. We are doing this to protect us all and reduce the risk of transmission so please tell us if you or anyone in your household has the following symptoms, is self-isolating or has been asked to quarantine and we will rearrange your appointment:

  • Have you, anyone in your household or support bubble had any symptoms of Covid-19 in the last 14 days – new symptoms of a cough, fever/ high temperature/ change or loss of taste/smell, new symptoms of shortness of breath?

    Have you, or anyone in your household/ bubble in the last 14 days –

    • been notified you have been in contact with anyone who has tested positive and been asked to self-isolate due to contracting symptoms?
    • returned from a country that is subject to quarantine rules?
    • been contacted by NHS test and trace?
    • returned from an area subject to a local lockdown?

    If your answer is ‘YES’ to any of the above, or do before your appointment is due, you must inform us and we will rearrange your appointment.

    Our Contractors and Colleagues will also then need to ask these questions again before they visit – by telephone & when they first arrive.

The Government ask that people stay at home if they are unwell and continue to adhere to hygiene and social distancing measures.

Our contractors continue to adhere to Government Guidance when visiting schemes or entering residents homes to carry out repair work, including the use of PPE if required.


It is in the best interests of tenants and landlords to ensure properties are well maintained, kept in good repair and free from hazards, provided this can be done safely.

We continue to carry out all emergency, urgent and routine repairs and have cleared our small backlog. We are repairing our empty properties to get them ready to let.

If you would like to report a repair please click HERE

EMERGENCY OUT OF HOURS REPAIRS: If you have an emergency repair, outside of our office hours, please contact Orbis Monitoring on 0151 343 4223 which will be charged at a local rate or 0844 893 3386, please note this is a premium rate number. Thank-you

Servicing and inspections

We continue to carry out gas servicing and other statutory testing, such as electrical inspections, lift servicing and inspections, fire-fighting equipment and statutory servicing and inspections. We ask that you allow contractors access to carry out these essential services and inspections.

Rent Payments

Residents must continue to pay their rent and can pay their rent via Direct Debit, Allpay, Standing Order or Card Payment.

Tenancy Support/ Money Advice

Please contact us as soon as possible if you are worried about your tenancy or are struggling to make your rent payments.  The Government has put financial support in place and we continue to offer support, advice and signposting by email, text, phone and WhatsApp to help you pay your rent and maintain your tenancy.

Allocations/ Lettings

We have resumed allocating and letting properties once ready. Interviews, Viewings, Sign Ups and Key Collection will be virtual by telephone, zoom or face-time or, by exception be carried out in accordance with social distancing measures, with a maximum number of people allowed to view the property.

Ending a Tenancy

Please contact us by email or telephone to give us notice and we will arrange for a virtual inspection and for you to drop off the keys.

Estate Services

We continue to clean communal areas, paying attention to heavy traffic areas, such as door handles and have resumed gardening and window cleaning.

Planned Investment

We have recommenced some planned investment works where it is safe to do so and will be in touch with residents.


All development schemes have recommenced work, although handovers have been subject to delays.

Lifetime Services

Virtual services continuing. Volunteers are supporting ‘Check in and Chat’ calls

WHiA – Home Improvement Services

Our WHiA department are now contacting customers to ensure they are comfortable for our colleagues and contractors to enter their home to complete any required works. All visitors to your property will adhere to strict social distancing and wear the correct PPE as outlined in the latest Government Guidance.


We ask that you remain patient as we continue to adapt our ways of working to endeavour to keep our customers, colleagues, contractors and the general public safe and well.

We will continue to review the way we offer services and provide updates when things change.


“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
Email: admin@wha.org.uk

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