Service update

The safety of our customers always comes first, and we are currently taking the following precautions.

Update on Home Moves

Due to Covid 19 our Home Moves Team are working in a different way. We have started to let homes again but because of the lockdown we have a backlog of properties and we are working hard to get these offered out and re-let as quickly as we can.

This means that some of the other services the team normally carries out such as internal transfers and mutual exchanges are still on hold and we are currently unable to answer general lettings queries. We appreciate that waiting for a property can be frustrating, but we will resume the full service as soon as we can.

In the meantime, if you have a query about the lettings service, please find out more information here.

Essential Cleaning Works and the Coronavirus

As a result of the spread of the coronavirus, CleanStart has prioritised essential cleaning functions. Our focus is on cleaning and disinfecting high-touch areas in all our sheltered schemes and high and low-rise accommodation. Where possible, we are also removing spillages and any health and safety risks.

Due to staff absences and restricted travel arrangements, we are running a reduced fly-tipping clean-up operation which also prioritises health and safety risks.

Our number one priority is the health and wellbeing of our customers and colleagues, and we hope you understand the need to focus our attentions on essential cleaning functions.

Sale Point (Head Office)

In response to government advice, the vast majority of our colleagues at Sale Point are now working from home, which means that the reception area at Sale Point is closed until further notice. We can still be contacted by phone on 0300 777 7777 or by email at Our phone lines may become busy at times, so our wait times may be a little longer than usual, but we will get to all calls. For information, we’ve just introduced a new facility on the phonelines that encourages customers to keep their place in the queue, without physically having to hold on to the call – our system automatically dials you back when it’s your turn. We haven’t seen this facility used much just yet, so please do select this option wherever possible.

Repairs Service Move To Emergency Repairs Only

The safety and well-being of our customers and colleagues is always our number one priority. In order to minimise the amount of contact between individuals and therefore reduce the chances of spreading the virus, we have made the decision to move to an Emergency Repairs only service. This also reflects that there are fewer colleagues to carry out repairs currently.

Non-Emergency Repairs have been postponed as we have moved to an Emergency Repairs only service. If you have an existing pre-booked routine repairs, our Planners will contact you personally to let you know. When we are in a position to return to our normal repairs service, we will get in touch and at that point, you will be able to re-book any outstanding jobs with us.

To be clear, an Emergency Repair is considered something that could potentially result in harm to a member of your household or home, for example, being locked out of your home or having no electricity. A Non-Emergency (Routine) Repair is one that realistically could wait, without a risk of harm to your household or home, such as a plastering job. If you are concerned that something of a routine nature could escalate into an emergency, you should call us to discuss – we may still be able to carry out some of these requests as a preventative measure right now. We will continue to carry out Essential Safety works; things like gas servicing, gas safety checks and electrical testing. These checks ensure that you and your household are safe, so it’s really important we continue with this type of work.

Click here for more information.

Rent Payments

We understand that coronavirus will impact many households and this will be a really difficult and worrying time for some. We will of course continue to support customers to improve and manage their financial position and will work with customers to set up affordable payment plans, claim benefits, access much needed welfare benefits, debt and other support. We are proud of the work we do to support customers and will continue to do this through these challenging times – please do get in touch if you think we can help.

We have received some queries about how to pay so I thought it would be useful to outline options below:

  • Direct Debit – call the Customer Hub to arrange
  • Standing Order – arranged between the customer and their bank
  • Over the phone via the Customer Hub on 0300 777 7777 (8:00am – 6:00pm Mon – Fri)
  • Via Allpay’s automated phone line on 0330 041 6497 (24 hours a day, 7 days a week)
  • Customers can use THT’s MyAccount ( – tenants must register for an account before they can use this)
  • Please do not send cheques into the office

Grounds Maintenance

We are currently operating a limited service however we are working hard to get services running as close to normal as possible. Our team are working in pairs and will be adhering to social distancing guidelines where possible. They will be on site over the coming weeks to identify any immediate work that is needed. Weed control and grass cutting will be a priority for the team.

Independent Living Schemes

We are following government, NHS and Public Health England guidance to ensure that customers in our independent living schemes are as safe as possible. Additional cleaning is being undertaken at all schemes, we have closed communal areas, cancelled group activities, and we are limiting the number of non-essential visitors. We will continue to follow advice and update our procedures as necessary. In line with the governments advice, we ask that you do not use any of the communal areas and adhere to the principles of social distancing which is no more than two people together at anyone time and that you remain two metres apart.

Our Alert and Response service (for those of you with pendant alarms) is, and will remain fully operational, and if you are in receipt of a care package from us (as you will know from the previous letter sent to you), we will endeavour wherever possible to continue to deliver the same quality and frequency of services to you.


Limelight is our community health and well-being hub in Old Trafford. All but essential services are closed until further notice. The GP surgery is open, but visitors are asked to report to the Limelight ground floor front desk on arrival. The Pharmacy is also open as usual, but they are experiencing delays in receiving some items.

Play Areas

All play areas in the community are to remain closed until further notice. We are working hard to get them open as they are an essential part of the community. Before the play areas are opened, we need to carry out risk assessments in relation to COVID-19, as outlined by the government. While we carry out the risk assessments, it gives us the chance to spruce the play areas up, and fix any equipment that may be broken. We have assessed each play area and identified what needs doing. Once the COVID-19 risk assessments and maintenance has been carried out, we will publish a re-opening timescale on social media.

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