The information on this webpage was updated on 23 October 2020.

It provides details on the services we will provide during the Welsh Government ‘fire break’ from 18:00 on 23 October – 00:01 on Monday 9 November.

Keeping you and our colleagues safe is our number one priority. We are doing everything we can to minimise the impact of Coronavirus in our communities so we have changed the way we work to keep delivering essential services in these difficult circumstances.

If you have any questions that are not covered in this update, please let us know. Our contact details are listed below.


Property viewings

Whenever possible, viewings are taking place virtually until the firebreak ends on 9th November.

If a viewing cannot reasonably be postponed or is related to an emergency need for accommodation, we will contact you with more information on how we will run the viewing.


Whenever possible, property signings are taking place virtually.

If this cannot take place virtually, we will contact you with more information on how we will run the viewing.

If you are due to receive keys for your new home between 23 October and 9 November, we will contact you to let you know how we will do this.

Julie James MS, Minister for Housing and Local Government, has written to all social housing tenants to make sure you know help and support is available if you need it. You can read the letter here.

The Welsh Government has also published useful advice from the Department for Work and Pensions and local Councils. It also has information about how to find help with your day to day bills and living costs, and how to avoid scams.

You can read this here.

A message from our Chief Executive, Ceri Doyle

Keeping you and our colleagues safe is our number one priority. We are doing everything we can to minimise the impact of Coronavirus in our communities, so we have changed the way we work to keep delivering essential services in these difficult circumstances.

Please be assured we will always follow the latest Public Health Wales advice as we undertake this work.

As Government advice changes, so will our ways of working. This is a rapidly moving situation and things are changing daily so to keep up to date with the latest information by checking this page which is updated daily so you can be sure you’re accessing the most up to date information on our work.

Alternatively, you can follow us on facebook or twitter.

Finally, I would like to thank you for your understanding and support. Our teams are working extremely hard to do the very best we can for you under these difficult circumstances.

Please keep safe and stay well.

Ceri Doyle

Our commitment to you

If you are struggling as a result of Coronavirus, we are here to help. We will:

  • Keep you safe and secure in your home
  • Help you get the financial support you need
  • Find solutions if you have difficulty paying your rent
  • Do everything we can to support your wellbeing.

We will NOT take eviction action against any tenants experiencing financial hardship as a result of Coronavirus.

Our repairs service

At the moment, we are carrying out emergency and urgent repairs.

Click here for more information on our current repairs service.

Essential safety work required by law

We are continuing to carry out essential safety work required by law.

Click here for more information on our essential safety work.

If we come to your home

Please be assured keeping you and our colleagues safe is always our most important responsibility.

This is why we have to come into your home to undertake emergency repairs or essential safety work while restrictions are still in place.

If we come to your home, we’d really appreciate your support in helping us to work as safely as possible.

Our commitment to you

If we come to your home, we will:

  • Call ahead of your appointment so you know we are on our way
  • Adhere to Public Health Wales social distancing guidance at all times as we work
  • Clean the area we have worked in and take any waste away with us

How you can help us

Before we arrive:

  • Make sure you or someone you live with is at home for your appointment
  • Make sure the route to the work area is clear
  • Clean the area our engineer will be working in as well as you can although we understand this may not always be possible.

If you or a member of your household develops Coronavirus symptoms, please let us know as soon as possible so we can rearrange your appointment.

Stay in a different room as we undertake our inspection and maintain a two-metre distance at all times. This includes keeping children away from the area we are working in.

If you do not agree to these conditions, our colleague will leave immediately and we may have to begin formal proceedings to allow safe access to your home.

Grounds maintenance

Where it is safe to do so, we have been cutting grass and litter picking in communal areas to make sure these spaces are kept safe and clear.

Communal block cleaning

In the current situation, health and safety is critical so our communal block cleaning has continued.

  • Our cleaners regularly clean, disinfect and deodorise communal areas such as entryways, stairwells, halls and balconies. As part of this, they focus on frequently used touchpoints such as handrails, banisters, light switches, front and rear communal doors and handles, walls, lifts and laundry facilities.
  • Our cleaning teams also carry out essential health and safety compliance work to ensure all communal areas and emergency escape routes are clear to minimise fire risk.
  • We will let you know when any communal areas around your home will be cleaned ahead of each clean.
  • Please avoid the area being cleaned when our colleagues are on site.
  • Please follow Government guidance by maintaining a minimum of two meters between you and our staff at all times. 

Communal lounges and laundry services

  • All our communal lounges and dining areas remain closed.
  • Access to laundry services are still available but are now run on a rota basis to comply with social distancing regulations.


Wellbeing and support

  • We are continuing to support our residents in as many ways as possible, but face to face support has reduced or stopped.
  • We are offering free regular welfare calls to all residents. We call to check in, have a chat and make sure residents have everything they need. If you, or an NCH resident you know, would benefit from a welfare call, please get in touch.
  • We are still providing meals for residents at Aneurin Bevan Court. Residents have been asked to eat these in their home as our communal areas are closed.
  • To protect our vulnerable and older residents, we have stopped all non-essential services such as day trips and coffee mornings.

Supporting you through financial difficulty

We know that some residents may be affected by changes in employment during this time. We can support you and help you get the financial advice you need if you are experiencing financial difficulties.

We will not take eviction action against any tenants experiencing financial hardship as a result of Coronavirus.

We can:

  • Help you with benefit claims to make sure you’re receiving all the benefits you are entitled to
  • Offer budgeting advice
  • Help you find the right support services to suit you and your family
  • Support you with rent payment difficulties through a range of repayment options

If you want to talk about this support, call us on 01633 381 111. More information on how we can support you in available here.

The Department of Work and Pensions’ website provides the latest information about Coronavirus and claiming benefits. It explains how the DWP are supporting those who are affected by Coronavirus.

Ways to pay your rent

If you usually pay your rent at one of our offices or at the Post Office, you may find it easier by direct debit which means you don’t have to leave your home. We can help you do this if you call us on 01633 381 111.

Our offices

  • All are offices are closed.
  • However, you will still be able to get in touch with us via phone, email, webchat, or social media, as well as on the phone.

How you can contact us

Help and support in Newport

Our friends at Linc Cymru have put together this helpful guide to organisations who offer a variety of help and support across Newport. The information in this document may change as the situation develops so please be understanding if they are no longer operating at full capacity.

Newport City Council have also released this list of resources to provide support, information and learning materials.  

Public Health Wales also have accessible guides in a variety of languages, available here.

Read our latest Bridge Brief

We have issued our latest Bridge Brief resident magazine, which has been posted to all residents.

This issue contains all the information our residents need to know on how we are responding to the Coronavirus pandemic. It includes details about the changes to our services, as well as the range of support and information we have available.

From financial advice to helpful resources to keep the kids entertained, we are here to help. 

Read the magazine online here.



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