Coronavirus - supporting our tenants and residents

As the situation with Coronavirus quickly evolves, we have taken proactive steps to protect our residents and staff. We have a team dedicated to our response service, and remain committed to continuing to deliver services to you through this challenging period.

We are closely following government guidance to limit social contact in order to prevent the spread of Coronavirus and are currently implementing plans to ensure that we can continue to safely manage our housing stock and fulfil our responsibilities as a landlord.

Major refurbishment work

Working closely with its contractors Wates and Mulalley, we have reviewed government guidance and assessed all site activities to address the changes that need to be made to ensure we can confidently comply with government guidance. Operatives carrying out work will adhere to the government’s working safely during coronavirus (COVID-19) guidance to ensure any such work may be carried out safely. If certain work cannot be undertaken safely due to a lack of suitably qualified personnel being available, or social distancing being implemented, it will not take place. Internal works will only take place in homes where residents are not shielding or self-isolating, unless it is to remedy a direct risk.

We understand that under the current climate, some of our leaseholders may be concerned about their financial situation. We have therefore made the decision to delay invoicing those who were due final bills in relation to the major refurbishment works carried out in their block. This decision will be re-evaluated in August and every three months thereafter. Leaseholders this affects will be formally notified with details of the final cost accompanied by a Section 20B notice.

Paying your rent or service charges

Although we realise that this could be a financially difficult time for many of our tenants and residents we would encourage you to continue to pay your rent or service charges and any arrears you may have.

You can check your balance and make a payment online

We will not be evicting any council tenants who are struggling financially due to the impact of Coronavirus. If you are worried about paying your rent and need support or advice please contact us 01438 242666 or email

If you are a leaseholder and are concerned about being able to make your payments please contact us on 01438 242666 or email


We will be focusing on delivering essential services until further notice. This means Urgent and Emergency repairs will be our priority so that we can help those who need our help the most during these uncertain times.

Until Government advice changes, we will continue to follow their guidance which will protect the health and wellbeing of our staff and of course you, our valued customers from the spread of the Coronavirus.

If you have an urgent or emergency repair please call us on 01438 211011

Moving home (mutual exchanges)

We will not be processing any new mutual exchange applications and all current applications will be declined. This position will remain in place until further notice to ensure our tenants, staff and other parties to the exchange are safeguarded.

Once the position is reviewed by Public Health England and Government, we will contact tenants who had previously made an application to see if they would like to restart the exchange application process with the same parties.

All parties not tenants of Stevenage Borough Council should contact their landlord directly for any queries related to this.

Whilst we strongly advise against parties to a mutual exchange visiting each other’s home at this time, we will advise that at any point should this take place all parties must risk assess each home visit on a case by case basis in line with Public Health England guidelines. Ensuring you take precautions as necessary.