Coronavirus Customer Updates

We recognise that this is a very concerning time for everyone regarding the spread of Coronavirus (COVID-19) and its impact on our daily lives. Our focus, as always, is on maintaining customer safety and providing high quality services, but we are having to deliver these services a little differently as our customers’ and colleagues’ health must come first. 

We will use this page to keep you updated about changes to our service.

Please look after yourselves and your families by following the government's guidance to stay at home (wherever possible)and don’t hesitate to get in touch with us if you need to. Our offices are now closed to customers and we are only carrying out emergency repairs. However, our team are all still working and you can contact us in the usual ways: Tel: 0113 2783335, Email:

This letter from our Chief Executive outlines the current changes to our service.



Frequently asked questions

Supporting vulnerable customers

We are doing everything we can to support our older and more vulnerable customers. Our colleagues have been making calls to customers over the last few weeks to find out if they need any additional support. Please make sure that we have your up to date contact details. If you have received a letter from the government advising you to shield, please let us know and remember to register at

If you have not spoken to a member of our team and are in need of assistance, please contact us: Tel: 0113 278 3335 or Email: We have also provided links to local support services in each of the areas where we have homes:



North Yorkshire 

Useful contacts and guidance

Repairs and Improvements

During lockdown we have only been carrying out emergency and urgent repairs (such as uncontainable water leaks, electrical faults, total loss of heating, drainage problems and any major structural damage). However, following the latest government advice, we are now recommencing routine repairs. If you have already logged a repair we will get in touch with you to arrange how we can carry this out safely. Our customers' health remains our top priority.

If we need to enter your home to carry out a repair, we will contact you in advance of the appointment to carry out a short questionnaire and ensure that all measures are taken to prevent any contact with members of your household.  We will also wear protective equipment and wipe down/disinfect any areas we have been in contact with.

You can continue to report repair in the usual ways: Tel: 0113 278 3335, Email: or via our customer portal:



Health and safety checks

We are continuing to carry out essential safety checks/works on our properties to keep our customers safe, such as gas servicing, fire alarm testing and smoke detector installation.

If we need to enter your home to carry out essential safety checks/works, we will contact you in advance of the appointment to carry out a short questionnaire and ensure that all measures are taken to prevent any contact with members of your household.  We will also wear protective equipment and wipe down/disinfect any areas we have been in contact with.


Estate services

Our estates team are continuing to carrying out gardening and external tasks (such as grass cutting, clearing bin stores and litter picking external areas) but will not carry out routine block cleaning.

Regular block inspections (in schemes with shared internal areas) will continue to ensure that all fire alarm systems, smoke vents & emergency lights are working correctly. They will wear disposable gloves and use sanitiser. 

Paying your rent

We understand that many people have worries about money at the moment. We want you to know that NO Leeds & Yorkshire Housing Association customer will lose their home as a result of COVID-19.

If you are having problems paying your rent or service charge (e.g. if you have lost your job, been furloughed or are working reduced hours) please speak to one of our Income Officers, as soon as possible, as they will be able to offer support. Please contact us on Tel: 0113 278 3335 or Email:

Even though our offices are currently shut to the public, you can pay your rent in the usual ways:

We have, in the short-term, had to reduce some estate services which are paid for by service charges. But we plan on increasing our programme of work as soon as possible to catch up and get back to the LYHA standards. We will keep the services, costs and charges under regular review.


Benefits advice

If your income or circumstances have changed it may affect your benefits.
The DWP has issued this guidance for employees, businesses and benefits claimants:

- If you currently receive Universal Credit and your income has changed (or you want to make a new claim), please visit the DWP website for advice:

- If you receive Housing Benefit and your income has changed, you will need to contact your local council benefits team.

- You may be eligible for Council Tax Support – please get in touch with your local council.

You can also contact your LYHA Income Officer on Tel: 0113 278 3335 or who will be able to signpost you.


Energy bills

UK gas and electricity suppliers have agreed to emergency measures to ensure that vulnerable customers, and those who fall into debt during the coronavirus outbreak, remain supplied with energy. This includes customers with pre-paid meters.
To find out more, please visit: or contact your energy supplier:
British Gas - 0333 202 9802
EDF - 0333 200 5100
EON - 0345 052 000
Npower - 0800 073 3000
Scottish Power - 0800 027 0072
SSE - 0345 026 2658

Worried about domestic abuse

Everyone should live without the fear of domestic abuse and during these unprecedented times we will continue to provide support and assistance for those at risk (whether it be from physical, threatening, emotional or controlling behaviour). If you are worried about yourself or a neighbour, please report it immediately by calling 0113 278 335 or complete this incident log:

LYHA takes all kinds of domestic abuse very seriously and has signed up to the Chartered Institute of Housing’s #makeastand campaign.

There are a number of charities that offer advice and support for victims of domestic abuse. This NHS page has further information about who you can contact or visit the Women’s Aid website:

New Lettings

Some homes that are currently available will continue to be advertised at:  We expect the number of homes advertised to be significantly reduced and will be working closely with Local Authorities to meet housing need in the areas that we work.

We will carry out virtual viewings by video link and continue to allocate properties. However, unless there is an urgent housing need, ‘moving in’ will be delayed until after the current emergency restrictions have been lifted.

Contacting us

Our offices are now closed to the public but our staff are still working. If you want to speak to a member of our team please contact us in the usual way: Tel: 0113 278 3335 or Email:

Please note we will not be providing home visits to customers during this period (other than for emergency repairs or vital safety checks). Please contact the number above to arrange a telephone or video call instead.