Rent and support information for tenants impacted by Covid-19

25 March 2020

We at Platform understand that this is a particularly worrying time for our People. The changes, and the speed of change, can be very unsettling. We want to let you know that we are here to help you at this time. There is a lot of information out there, and some gets a bit complicated, so we’re trying to keep things simple for you.

In light of the latest government advice (, we now need to put more drastic measures in place to continue to reduce contact to help keep customers, neighbourhoods and our teams safe.

This means that with IMMEDIATE effect we will only be offering the following services:


  • Complete loss of electric or exposed bare wires
  • Complete loss of water supply or uncontainable major leaks
  • Complete loss of heating
  • Complete loss of hot water for vulnerable customers
  • Making insecure properties safe
  • Lift breakdowns.

To report any emergency repairs call: 0333 200 7304

Any non-emergency repairs already booked will be cancelled and rearranged at a later date.

If your home is under warranty, your developer will only do emergency repairs, all others will be picked up at a later date. All 12 month end of defect visits are postponed until further notice.


  • Emergency gas repairs

INDEPENDENT LIVING AND SUPPORTED HOUSING SERVICES that safeguard the ongoing safety and well-being of our more vulnerable customers. We will be in touch with customers by phone and will give a written update about our revised services and how we can continue to support you.

ALL OUR OFFICES ARE NOW CLOSED and will remain closed for the foreseeable future.  The easiest way to access our services is via our website, or call us on 0333 200 7304 or email Please do not contact us by letter as our offices are closed.

If you are about to move into your new Platform Housing Group home, we will be in touch to explain what happens now.


We know that this is a difficult and challenging time for everyone – but particularly so for adults and children living with domestic abuse and the professionals working hard to support them. Avoiding public spaces and working remotely can help to reduce the spread of COVID-19, but for many survivors, staying home may not be the safest option. We know that any external factors that add stress and financial strain can negatively impact survivors and create circumstances where their safety is further compromised.

As always, if you or someone else is in immediate danger please call 999 and ask for the police. If you or someone you know are experiencing domestic abuse and are under quarantine amid the coronavirus outbreak, local and national organisation’s want you to know: You are not alone, and help is still available.

Regional/National Helplines

West Midlands Forced Marriage: 24hr helpline 0800 953 9777

National Domestic Violence Helpline: - 24hr helpline 0808 2000 247

National LGBT+ domestic abuse helpline: 0800 999 5428

Rape Crisis England and Wales: 0808 802 9999

Men’s Advice Line: 0808 801 0327

Victim Support: 0300 303 1977 /

Respect helpline (for anyone worried about their own behaviour): 0808 802 0231

Useful Apps for victims


We are here to support you during these uncertain times. If you are struggling with rent please get in touch with us as soon as possible and we will see what we can do to help.

Call: 0333 200 7304 or email:

Please click the following link to find out more about the help and support we offer:

We will NOT evict anyone for being unable to pay rent because of the coronavirus situation. Nor will we take an unreasonable action to collect arrears during any financial difficulties you may find yourself as a result of the impact of the virus. We will work with you to find affordable solutions to help you though the situation and do all we can to help you stay in your home.


We realise that these are challenging times for all of our customers and we are here to help you. We are contacting customers who we know are aged 69 ½ and above or have informed us of any vulnerabilities to see if there is anything that we can help you with, or to put you in touch with other organisations that may be able to offer you support.

If you are concerned about anything in your neighbourhood or community please get in touch on 0333 200 7304 or email

PLEASE REMEMBER, IF YOU ARE SELF-ISOLATING OR HAVE CORONAVIRUS and need an emergency repair, please make us aware when you contact us. This is so that we don’t put you, our contractors or our team at risk. We will carry out risk assessments on an individual basis and this may mean that we will be unable to enter your home until after the recommended isolation period.  We will keep in touch with you and will try to rearrange appointments as soon as we possibly can.

Please keep checking back on this page or via our social media channels (@PlatformHousing) for all our latest updates as we continue to review our services and what we’re able to provide during this period.  Over the coming  days we will be telling you more about changes to the benefits system, hardship funds and other community support available to help guide you through these difficult times. LOOK OUT FOR MORE INFORMATION.

Please bear with us as we continue to change the way we work to accommodate latest government advice. The health and safety of our customers, contractors, our team and the wider community remains our highest priority

Please refer to the NHS England website ( for the latest advice and guidance