Coronavirus FAQs


Coronavirus (COVID-19) important information.  

Your health and safety is our top priority. We are doing everything we can to keep you safe and protect the services that are important to you.
If you think you or a member of your household are shielding or self-isolating as a result of having symptoms of coronavirus, please let us know. The government has produced guidelines for households with a possible Covid-19 infection. You can read more on the government website by clicking here

On Monday 14 September, the government introduced new guidance to control the spread of Covid-19. This placed a legal limit on the number of people you don’t live with who you are able to meet. When meeting with people who don’t live with you, you can socialise in groups of up to 6. You should continue to maintain social distancing with anyone you do not live with. You can read more on the government website by clicking here

The government has also produced guidance about travelling abroad at this time, and you can find that information on their website here
In addition to this, they have produced guidance around local travel, including walking, cycling and using public transport, and you can read that information on the government website here

View our frequently asked questions (FAQs) below, or if you have read our FAQs and have not found the answer to your question, please call us on 0344 736 0063.

For the latest health advice please visit:

NHS Coronavirus (COVID-19)

Public Health England - Guidance on protecting people most likely to get very poorly from coronavirus (shielding)


For our risk assessments:

Redwing Coronavirus Risks


This page was last updated 28/10/2020


Paying my rent and service charges 

Repairs service

Local lockdown

Government support

Property management

Anti-social behaviour

Domestic abuse


Sales and lettings

Stamp duty holiday

Suppliers and contractors


Paying my rent and service charges 

Will I still need to pay my service charges?

Yes, there will be no change to your service charge. 

Any repairs that can’t currently be completed will be undertaken at a later date.  You can view your service charge balance and pay online using The Hub or call our customer contact centre on 0344 736 0063.

If you are an existing customer and would like to register to use the Hub, you can do so here:

Will service charges be effected?

Your service charge remains the same.  Although some services have been limited or changed due to government guidance during lockdown, we will ensure that you and your property receive the same value of service by the end of the year.

If you have not received the appropriate number of visits from our contractors by the end of the financial year, we will return this as a credit into your next years’ service charge.

Detailed records of service visits which have been made or changed in any way are kept by us and we will make sure you only pay for services you have received.

If you are having difficulty paying your service charge or rent please get in touch to see how we can help via 0344 739 006 or email info@redwing

I am having trouble paying my rent/charges, what should I do?

We understand that some residents might experience financial difficulty during this time and our financial inclusion team are here to help. You can contact us on 0344 736 0063.

If you can’t pay your rent for any reason, you should contact us as soon as possible. We’ll provide advice, support and guidance to you if you’re having difficulty paying your rent. This can include putting payment plans in place or supporting you to claim benefits you’re entitled to.

The Government has extended statutory sick pay to people affected by coronavirus. However, if you're not eligible for it, we’d urge you to claim Universal Credit or Employment Support Allowance – and we’ll help you do that if you need us to.


If you have been contacted by NHS Test and Trace and told to self-isolate on or after 28 September 2020, you could be eligible for a £500 Test and Trace Support Payment. Click here to find out more about the NHS Test and Trace Support Payment. 


Repairs service

Are you still carrying out repairs?

Yes, in line with Government health and safety guidance we are carrying out both responsive and emergency repairs. Please report your repair by calling or emailing us.

My repair appointment was cancelled, or I reported a repair during lockdown – when will my repair be carried out?

We understand that you have been waiting longer than expected for your repair to be carried out. We have been contacting residents who are waiting for a repair to be carried out and will continue to rebook appointments. If you have any concerns before then, please call us on 0344 736 0063.

If I report a repair now, when will it be completed?

We usually aim to carry out a non-emergency repair within 20 working days. However, this may take a little longer during the current situation. We will carry out your repair as soon as possible. If the issue gets worse while you are waiting for work to be carried out, please contact us immediately.

How can I report a repair?

You can report your repair through the following channels:

• Online through the Hub

• Emailing

• Sending us a direct message on Facebook or Twitter

How will you keep people in my household safe while you carry out my repair?

Your safety and the safety of our staff is our number one priority. From Monday 27 July 2020, all operatives and contractors will wear facemasks when in your home and in communal areas. This is to keep both you and them safe. To maintain social distancing measures while they are in your home, they may ask you to stay in a different room while work is carried out. We will call you before we attend your home to check that no one in the home is self-isolating. If anyone is self-isolating, we will arrange another appointment to carry out your repair.

I need a repair, but I am shielding, will you carry out my repair?

From 1 August 2020, the government will pause shielding unless the transmission of COVID-19 in the community starts to rise significantly. We will begin to carry out non-emergency repairs and gas servicing from this date. If you have any concerns before then, please call us on 0344 736 0063.

I am self-isolating, can I still have repairs carried out?

Whether you are self-isolating because you have symptoms or because you are required to through the track and trace programme, we cannot carry out repairs on your property. If you are due a repair and you are self-isolating, please let us know so we can re-book your appointment.

I live in an over 55’s scheme – will you carry out my repair?

Yes, we will be carrying out repairs in over 55’s accommodation. This will include both emergency and non-emergency repairs.

I need a repair, but I don’t want anyone in my house – can I wait to report it?

We understand that you may not want others in your home right now and that is ok. However, we do ask that, if there is something that is causing damage to your home, you report it to us as soon as possible, so we can resolve the issue before it becomes any worse.

Will emergency repairs still be prioritised?

Yes, we will continue to prioritise emergency repairs and aim to respond within four hours as usual. Planned and major works have now been remobilised from and include; Electrical testing, porches, windows and doors, roof works and heating system upgrades. If you are on any of these programmes, we will contact you to arrange a date for the work to start.


Local lockdown

I live in an area that has been placed in local lockdown. What do I need to do?

The government has created guidance for people living in the North West of England that are affected by local lockdown measures. This includes areas affected, restrictions that are in place and advice on working and travelling in these areas. You can find and easy read version of this information here

I’m living in an area that has been placed in local lockdown – will you still carry out repairs?

 Yes, we will continue to carry out repairs in your home. However, strict social distancing measures must be adhered to and we would ask that you help us by keeping the area of the repair clear. You may be asked to wait in a different room while your repair is carried out. If our staff are unable to maintain social distancing, they will leave your property and your repair will be carried out at a later date, when it is safe to do so.

I was due to have planned work carried out inside my home (fitting a new kitchen, bathroom, etc) – will this still happen?

 Any major internal works that require our staff to be inside your home for more than one day will be postponed. We will contact you directly if you are affected by this.

I am self-isolating – will you still visit my home?

 If we have an appointment to visit you in your home, we will continue with your appointment. Our number one priority remains keeping you and our staff safe, and our Health and Safety Team has given instructions on safely carrying out home visits. If you or someone in your household becomes unwell with suspected Covid-19, please notify us immediately. In this instance, we will cancel your appointment and arrange to visit another time.

For the latest advice in your area please visit your Local Authority’s website.





Government Support

Government Support for the Self Employed

We are aware that the Government has introduced a scheme to support our suppliers and partners who are self-employed. This scheme will allow you to claim a taxable grant worth 80% of your trading profits up to a maximum of £2,500 per month for the next 3 months. This may be extended if needed.

Further information is available here

Government support for those self-isolating

The Government have recently introduced a support payment for people on low incomes in areas with high rates of COVID-19, who need to self-isolate and can’t work from home. Starting from Tuesday 1st September, those eligible for the scheme and, who test positive with the virus, will receive £130 for their 10-day period of self-isolation. Other members of their household, who have to self-isolate for 14 days, will be entitled to a payment of £182. Non-household contacts advised to self-isolate through NHS Test and Trace will also be entitled to a payment of up to £182, tailored to the individual length of their isolation period.

Further information is available here


Property management

Will scheme inspections still be taking place?

Your health and safety continues to be our top priority. We are doing everything we can to keep you safe and protect the services that are important to you. We are closely monitoring government advice and as the situation evolves are making some changes to our services. As of Wednesday 18 March 2020, scheme inspections will be postponed.

Can I still call you if I need to discuss my tenancy/lease/property?

Yes, you can still call us on 0344 736 0063, or email us on

If my Property Manager is not coming to my scheme, how will I report communal repairs?

To protect you and prevent the spread of Coronavirus (Covid-19) we will only be responding to emergency repairs until further notice.  We will not be conducting communal repairs.

I am a leaseholder in an over 55/65 development.  Should I self-isolate?

The current government advice has recommended that those aged 70 or over should self-isolate. If you are a member of a vulnerable group or have an existing medical condition that puts you at greater risk, this advice will also apply.  The Government’s full advice can be found here. 

Can I still contact you in an emergency?

Yes. Our customer contact centre and our emergency out of hours service remain open. You can get in touch by telephone on 0344 736 0063, or by email on


Anti-social behaviour

Anti-social behaviour

If you have experienced criminal behaviour and are concerned for the safety of yourselves or others, please call the police immediately by dialling 999. 

Can I still report anti-social behaviour (ASB)?

You can still report ASB by emailing or by calling 0344 736 0063.

Will my complaint be taken seriously?

Of course. We take all reports of anti-social behaviour seriously. Depending on the nature of your complaint, an ASB case may be opened. Following this, you will be contacted by a member of our Neighbourhood Team and kept up to date on the investigation.

We understand that there may be an increase in the number of complaints we receive due to people spending more time at home and will not investigate complaints relating to normal household noise or day to day living.

What if my neighbour is breaching government guidelines on social distancing?

Please report these instances to the police on 101. Some local police forces have set up dedicated web pages to report breaches of government guidelines relating to social distancing. We will work with the police and other local agencies to identify these cases.

What if I need a home visit or the case is urgent?

The health and safety of our residents and staff is our number one priority. As a result, we are not carrying out any home visits at this time. We will continue to work with our partners and other statutory agencies to manage any serious and urgent complaints.


Domestic abuse

What if I am suffering domestic abuse and need help or my neighbour needs help?

There is never an excuse for domestic abuse, no matter what the circumstances are. If you or someone you know who lives in a Redwing or Regenda property is suffering from domestic abuse, please call us on 0344 736 0066. We can provide signposting information to local agencies who will be able to provide support.

If you are in immediate danger, call 999 and ask for the police - the police will continue to respond to emergency calls.

If you are in danger and unable to talk on the phone, dial 999, listen to the questions from the operator and respond by coughing or tapping the handset if you can. Follow the instructions depending on whether you are calling from a mobile or a landline.

If you call from a mobile, press 55 when prompted to make yourself heard. This will transfer your call to the police. Pressing 55 only works on mobiles and does not allow police to track your location.

If you call 999 from a landline and only background noise can be heard, a BT operator will connect you to a police call handler if they cannot decide whether an emergency service is needed.

If you replace the handset, the landline may remain connected for 45 seconds in case you pick up again.

When 999 calls are made from landlines, information about your location should be automatically available to the call handlers to help provide a response.

You can also call the National Domestic Abuse Helpline on 0808 2000 247.  

Women’s Aid offers a live chat service at



What if I need to leave my home?

Refuges are still open and offering support. You can also complete an online form if you prefer -  

Please remember that the household isolation guidance does not apply if you need to escape your home due to domestic abuse. Help and support are available at this time, including police response, online support, helplines, refuges and other services.  


From 1 August 2020, the government will pause shielding unless the transmission of COVID-19 in the community starts to rise significantly. This means:

  • the government will no longer be advising you to shield
  • the support from the National Shielding Service of free food parcels, medicine deliveries and care will stop
  • NHS Volunteer Responders will carry on delivering the food you buy, prescriptions and essential items to you if you need it
  • you will still be eligible for priority supermarket slots (if you have registered by 17 July)

If you have previously notified us that you are shielding we will remove this information from your records and repairs to your property will be processed in the normal manner from 1st August.

If you live in an area where there is a local lockdown, please follow the advice specific to that region.

For more information please visit:



Sales and Lettings

If you are looking to move home, we can help. In line with government guidance, we are providing a lettings service across all our tenancy types. There are a number of changes in place to ensure viewings and sign-ups are keeping our staff and the people applying for our homes safe. We will follow all government guidelines when carrying out empty property viewings and new tenancy sign-ups. All viewings and sign-ups will be undertaken via appointment only and with social distancing measures in place. Prior to any appointment, we will ask anybody visiting the property whether they or a member of their household has any symptoms. If the answer is yes, we will rearrange the appointment. During your appointment, measures will be in place to ensure social distancing. This will include limiting the number of people attending the property, officers wearing personal protective equipment and officers remaining outside of the property while viewings take place. Any customer enquiries will be dealt with over the telephone

I am due to move into a new home, will this still be taking place?

If you are in the process of buying a new home with Redwing which is due to complete imminently, the team will be in touch with you to discuss your specific arrangements.

Is your branch still open?

Following the recent government guidelines, we’re happy to announce that our Duke Street office is back open! From Monday 1 June, our office will be open Monday to Friday 9 am – 5 pm with reduced staff in place. We will continue to answer phone enquiries from 9 am – 5:30 pm Monday to Friday (subject to bank holidays).  Please note, all visitors and staff at our Duke Street office must wear a face covering, in line with government guidance.

Can I view a property?

Our viewings service is back in place. We have introduced guidelines to ensure the safety of our customers and staff. These will be explained in the booking and confirmation of the viewing. Please note it is very important that you follow this guidance to ensure the safety of everyone involved, your booking will be cancelled if this is not the case.


Stamp duty holiday 

We welcome the Government’s announcement made on the 8th July regarding the new stamp duty holiday. This will be a massive boost for people looking to own their own home, with purchases under the value of £500,000 exempt from stamp duty between now and March 2021.

To read more about our response to the stamp duty holiday please visit:

What is stamp duty and how does this all affect me?

Stamp duty is a lump-sum tax that anyone buying a property or land costing more than a certain amount must pay. The rate at which you’ll pay the tax varies depending on the price of the property and the type, for example if it is residential or commercial.

What does the new stamp duty holiday mean for me?

Previously, you would have paid stamp duty on homes sold for at least £125,000, or if you were a first-time buyer, on properties sold for more than £300,000. This has now raised a threshold of £500,000, so buyers will not pay stamp duty on purchases up to £500,000 in England and Northern Ireland.

I’m in the process of buying a property how will it affect me?

As long as you have not completed your purchase before 8th July 2020 and the property you are buying is under the new threshold of £500,000 you will not have to pay stamp duty.

I have just purchased a property and paid stamp duty, will I get it back?

The temporary stamp duty holiday came into force on 8th July. If you completed your purchase before then, you will not be able to claim back the stamp duty.

For more information please visit:


Suppliers and Contractors

Message to all our suppliers and partners

During this challenging operating environment in which we all find ourselves, we are working hard to ensure there is minimal disruption to our relationships with suppliers and partners.

We wanted to assure you that we have put in place new ways of working to ensure we can continue to place purchase orders, process invoices, and pay you on time whilst at the same time ensuring that are financial controls are sufficiently robust to guard against fraud.

If you experience issues with any of these please let us know as soon as possible using the contact details below. If you are facing financial challenges and would like to get in touch regarding earlier payment, again please let us know.


Telephone 0151 703 3143

It is a challenging operating environment in which we find ourselves and we are working hard to ensure there is minimal disruption to our relationships with contractors, suppliers and partners.

  • All non-emergency work at Redwing sites is suspended with immediate effect until further notice.

  • We will be in contact with you to reinstate non-emergency works as soon as it is appropriate to do so and will work with you to understand the resources required to get everything back on track.

  • You will be paid for all work completed in March 2020. If you are facing financial challenges and would like to get in touch regarding earlier payment, please let us know.