warning sign Our Customer Service phone lines will be closed on Good Friday (15 April) and Bank Holiday Monday (18 April). During these times you can still use all our online services.

You can also contact the emergency council housing repairs service on 0800 018 6050 and make payments using our 24 hour automated service on 0345 370 6070  ×

Coronavirus (COVID-19) advice for tenants and leaseholders

How are you protecting staff and tenants from coronavirus?

We are continuing to follow all Government advice to minimise the risk of spreading the virus. Many of our officers are continuing to work mainly from home, but we will now once again carry out some routine home visits in connection with your tenancy. Throughout the pandemic, we carried out priority health and safety checks, such as fire alarm testing and flushing of water systems to avoid legionella risk, and this will of course continue.

If we are due to visit you (including to carry out a repair), please get in touch with us if anyone in your home is in a high-risk category, has any symptoms (high temperature and/or cough), has been in contact with someone who has tested positive for COVID-19, or is self-isolating for any reason..

If you need to contact your Income, Tenancy, or Sustainment Officer, please do not visit the Forum or our other offices without an appointment. The best way to contact us is by email, text message or a phone call. We have now opened our Customer Service Unit for essential visits, strictly by appointment only.

Please continue to keep communal areas and landings clear of all items. This is to reduce the risk to you and your neighbours. We are still carrying out inspections and issuing charge notices when we remove items.

Our cleaners are continuing to clean communal areas in flats, sheltered schemes and temporary accommodation. They will be focusing on cleaning any touchpoints and especially entry/exits to the building with antibacterial spray or wipes.

If possible, please continue to follow Government advice to wash your hands regularly with soap and water for 20 seconds or more before and after using any communal area. If this is not possible then we advise that you use anti-viral hand gel containing at least 70 per cent alcohol.

What if my income changes and I’m worried about paying my rent?

We understand that this is a difficult and worrying time for many people, especially those facing a loss of income. Find out more on our coronavirus (COVID-19) rent advice page.

Can I contact my Tenancy Management Officer if I have a question about my tenancy?

Yes, our Tenancy Management Officers are here to help. Most of them continue to work remotely, but they can pick up emails and take phone calls to their usual extension numbers. If you do not know the name of your Tenant Management Officer you can call 01442 228000 and ask for ‘housing’. Alternatively, you can email tenancy@dacorum.gov.uk and your enquiry will be allocated to the appropriate person.

Our Tenancy Management Officers will deal with any changes to your tenancy, including tenancy terminations and alterations you wish to make, such as adding a partner or requesting permission to make home improvements or have a pet.

As part of this process, they may ask you to email details or send photos if they are unable to visit you in person.

Can I still report nuisance behaviour?

Yes, our dedicated team of Anti-Social Behaviour Officers, alongside our Housing Officers, are still working and will be able to assist you with your complaint. Find out more information and report anti-social behaviour.

If you wish to make a general enquiry about anti-social behaviour, please email asb@dacorum.gov.uk.

I’m supported by a Sustainment Officer, will they still visit me?

Your Sustainment Officer will be at the end of a phone or email and will continue to support you in all areas they can. If they see you face-to-face, we ask you to consider the social-distancing guidelines and help our staff to do this, too. Your Sustainment Officer will continue to check in with you as they have throughout the pandemic, but please don’t hesitate to contact them by phone or email if you need something in the meantime.

I live in supported housing - is there anything else I need to know?

Our Supported Housing Officers are once again based in our sheltered schemes. If you live in a flat or bungalow where you pay the supporting people charge, you can find out more on our Coronavirus (COVID-19) advice for tenants of supported housing page.

What if I want to apply for a mutual exchange?

In line with Government guidelines, we have resumed a very limited mutual exchange service. Whilst restrictions remain in place, only those tenants who have a recognised housing need may apply for mutual exchange. Find out more on our Mutual Exchange page

What about repairs and maintenance?

We are now operating a routine repairs service where possible, as well as carrying out all emergency repairs and annual gas safety checks and boiler servicing.

Information for residents of Council-owned blocks of flats

We have now resumed the usual frequency of Neighbourhood Support Officer visits to our blocks of flats.

Our Clear Landings Policy enforcement resumed on 1 October 2020 and residents will receive a charge notice if our officers remove items from communal areas.

As always, we're asking residents to take responsibility for keeping communal areas clear and to report any issues to us by email: compliance@dacorum.gov.uk.

How can I help?

  • Contact us by email or telephone rather than asking for a home visit.
  • Keep an eye on any updates from the Government and follow the advice to stop the spread of the virus.
  • Look for updates on our website and social media.
  • Take up the offer of a free COVID-19 vaccination. Find out more on the NHS website.
  • Everyone can now get a regular COVID-19 test, even if they have no symptoms.

There are a number of local organisations who have been coordinating support to those most affected throughout the pandemic. If you are able to, we encourage any donations to the Dacorum Food Bank. Additionally, Community Action Dacorum have been coordinating volunteers. You can contact them at volunteering@communityactiondacorum.org.uk.

Thank you for your patience and support throughout the pandemic. 

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Contact us

If you need to speak to someone about paying your rent and don’t know who your Income Officer is, please call 01442 228000 and ask for Housing Income, or email housing.income@dacorum.gov.uk.

If you need to speak to someone about your tenancy and don’t know who your Tenancy Officer is, please call 01442 228000 and ask for Housing Management, or email housing@dacorum.gov.uk.