Customer support

Providing support for our customers

Staying COVID-19 Secure Information

To find the latest information on what Trafford Housing Trust is doing to comply with the Health & Safety Executive’s official guidance statement - “Staying COVID-19 Secure in 2020 – Five Steps to safer working together” - visit our dedicated Staying COVID-19 Secure page.

Trafford Community Response

We are proud to announce that we have worked collaboratively with our partners across the borough to help establish six community response hubs. These hubs are resourced with expertise and volunteers to help with food shopping, getting fuel cards topped up, dog walking, and offering a befriending service for people who are lonely.

Do you need help with anything such as:

  • Food shopping
  • Getting fuel (if you’re on a pre-paid meter)
  • Getting essential medication
  • Looking after pets
  • Someone to talk to

Get Help – 0300 330 9073

If you live alone, are struggling to make ends meet, are self-isolating or generally in need of advice or support please contact 0300 330 9073 (8.30am to 5.30pm, Monday to Friday).

The advice line is for Stockport, Oldham, Rochdale and Trafford. Please select option 4 for Trafford, then ignore the options for ‘goods and services’ or ‘pensions’ - just hold the line and we will signpost you to one of the Trafford Community Response Hubs to access the support you need.

Give Help

If you are able to volunteer in your community, or are a local business who can support with anything from supplies to logistics– please visit the Thrive Trafford website.

If you are part of a community group who are already offering support to your community – we could help with supplies, training, environmental health and safeguarding support. Please email us.

Support and resources for our BAME communities

Greater Manchester Centre for Voluntary Organisation (GMCVO) have produced a web page which includes information, sources of support and resources (including links to translated guidance) for Black, Asian and Minority Ethnic (BAME) communities. Visit their support and resources for BAME communities webpage.

Translated versions of the poster:

Trafford Crisis Fund

A new fundraising campaign has been launched to help the most vulnerable and isolated Trafford residents, as the effects of the coronavirus pandemic continue to be felt throughout the borough.

Trafford Crisis Fund aims to raise £250,000 to help people access basic provisions such as food and medication, as well as making sure that those who are lonely and at risk have someone to talk to.  Donations can be made via a JustGiving page.

Further information can be found here

Welfare and debt advice

We know a lot of our customers are struggling to pay bills, afford the weekly shop and are experiencing other financial difficulties. Our Customer Support Team is on hand with expert welfare and debt advice to help with all sorts of things to save and manage your money. Our team can:

  • Check you are receiving all the money you are entitled to
  • Reduce your household bills and apply for grants for things like household appliances or to clear utility debt
  • Help you to manage debts and set up ongoing payments for your bills.

If companies (such as debt collection companies and bailiffs) are chasing you for money we will contact them and make arrangements on your behalf or find other solutions to your debt problems.

Contact the Customer Hub on 0300 777 7777 and ask for a member of our Customer Support Team to call you.

Your rent

If for any reason you are having trouble paying your rent we urge you to contact us as soon as possible so we can discuss this with you. We appreciate that coronavirus will impact many households and this will be a very difficult time for many of our customers. We are always here to support you and offer you help and advice.

Emotional wellbeing

During this time if you're struggling with your emotional wellbeing and would like to talk to someone, blueSCI Support, a Trafford based service, are offering wellbeing support over the phone that is accessible via the following number 0161 912 2177. Alternatively, you can contact them by email on If you need urgent support you can attend your local A+E, get advice from your GP or call the Samaritans on 116 123.

Updating your contact details

The health and safety of our customers and colleagues is our number one priority and we are committed to keeping you up-to-date on any changes at Trafford Housing Trust that occur as a result of coronavirus.  
As this is a fast-moving situation, we would like to be able to update you via email and text messages. If you have an email address or mobile phone number, we would be grateful if you could share this information with us.  You can do this by: 

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