This information was updated on 15 August 2022.

Coronavirus update – Friday 25 March

Welsh Government have announced that from Monday 28 March, the majority of remaining COVID-19 restrictions will be removed, including the legal requirement to wear a face mask outside of health and care settings.

The safety of our customers and colleagues remains our highest priority, and we are aware that COVID-19 is still circulating within our communities.

We are considering the guidance issued by Welsh Government and we’ll share any changes to our ways of working as soon as we can.

There remains a legal requirement for the association to undertake a coronavirus risk assessment, with reasonable measures put in place to protect our customers and colleagues, and our teams will continue to follow our current safety guidance.  


Wales is currently in Alert Level Zero.

Your safety and the safety of our colleagues is our number one priority so we’ll continue to use social distancing and additional safety measures, including wearing face coverings, when we come to your home.

Find out more below

Keeping in touch

Our offices are closed for all drop in visits but we are offering limited face-to-face appointments at our @195 city centre office. These must be booked in advance by calling us on 01633 381111.

Our Ringland and Bettws offices remain closed but we’re still here when you need us so get in touch in a way that suits you:

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 customers experiencing financial hardship as a result of Coronavirus.

If we come to your home, we will ask you:

  • If you or anyone in your home has COVID-19 symptoms
  • To clean and clear the area we’ll be working in (if you’re able to)
  • To move to another room as we work
  • To keep children away from our working area.

If we come to your home, we will:

  • Call to let you know we’re on our way
  • Wear a face covering, gloves and all necessary safety equipment
  • Maintain social distancing at all times
  • Clean the area we have worked in
  • Take any waste away with us.

Our services

Bookings for all types of repairs are open again. However, we are still working through a backlog so you may need to wait longer than usual for routine repairs to be completed.

Emergency repairs continue in line with our usual service standards.

Please help us by being home for your appointment and adhering to social distancing guidelines.  

Gas servicing and electrical checks:
Normal service in place but our ways of working have changed to keep you and our colleagues safe.

These types of essential safety work is extremely important so please help us by being home for your appointment and adhering to social distancing guidelines. 

Ongoing maintenance (eg, decoration, new kitchens) of existing homes:
Our ongoing maintenance work has started again but we are still working through a backlog so you may need to wait longer than usual for your improvements to be completed. Please help us by being home for your appointment and adhering to social distancing guidelines. 

Fire safety works:
Our fire safety work, including fire risk assessments in communal spaces, fire alarm testing and any reactive fire safety work has not been affected by the pandemic.

Building & asbestos surveys:
Our building and asbestos surveys are back to normal.

Preparing empty homes for new residents:
Our work to prepare empty homes for new residents is back to normal so we can continue to provide safe and warm homes.

Cleaning and grounds maintenance:
We’ve cleared our backlog but completing jobs can take longer than usual so please bear with us.

Building new homes:
Our regeneration and development work is continuing on sites across Newport. Whilst we initially experienced delays on some of our sites earlier in the pandemic due to lockdown restrictions, our work is progressing well and is back on track.

We’re letting homes as usual, but we have changed our ways of working to include holding virtual viewings and online signings wherever possible.

Financial advice and support:
We’re still supporting our customers by providing financial advice and support. If you’ve got money worries, get in touch and we’ll do all we can to help.

Housing advice and support:
We’re still supporting our customers by providing housing advice and support. This includes dealing with anti-social behaviour, managing any changes to your tenancy, or providing support so you can live independently in your home.  We will make home and site visits where these are necessary, but we will follow social distancing guidelines at all times.

Supporting your wellbeing:
We’re continuing to support our customers however we can, either by helping you directly or by putting you in touch with organisations and support services that can help.

Many of our customers benefit from joining our residents only facebook group NCH Connected where we regularly post health and wellbeing information. The page also allows customers to connect with each other and join in with activities and conversations. If you’d like to join then click here.

Use of communal areas and 55+ health & wellbeing activities

We’ve reopened our communal lounges and have restarted activities, such as pre-arranged coffee mornings, in line with Alert Level Zero restrictions. We’ll continue to take safety measures, such as additional cleaning services and products, and ask our customers to wear masks when appropriate.
Each scheme is different so please speak to your site supervisor or one of our colleagues for more information about what we’re doing in your area.
Kitchen areas will remain closed as we test different ways to reopen these facilities. We understand some of our customers may be disappointed that a full service hasn’t resumed, but we can’t rush this work as we have to get it right for the safety of our customers and colleagues.

Community engagement:
We’ll be reviewing our approach to face to face resident engagement over the next few weeks. Until then, we want to continue to talk to you and find out what you think of our homes and services. Find out how to get involved and have your say on our services here.


Did we miss something?

If you have any questions that are not covered in here, please let us know.


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