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Coronavirus update - Friday 30 April

Tenancy sign ups

We’re starting to carry out new tenancy sign ups in person instead of over the phone.

Tenancy documents will still be sent electronically but face-to-face meetings give us the chance to show new residents around the property and demonstrate how the boiler and heating works.

It also means tenants can meet their Assistant Housing Officer for the first time.

We will, of course, be following all social distancing guidance during this time.

The latest government guidance is available here.

We’ll keep you updated over the coming weeks with more changes to our services so keep reading these updates and checking our social media channels.


There is no longer a Government requirement for extremely clinically vulnerable people to shield.

We understand some tenants may choose to continue shielding. However, there are some services – such as fire safety and gas checks and essential repairs – that we must carry out.

We would like to assure residents we are taking all necessary steps to protect you and your family.

If you would like more reassurance about how we are protecting you, please speak to your Housing Officer who will talk you through what measures are in place.

Bank Holiday

We’ll be closed over the Bank Holiday weekend.

If you have an emergency repair, report it on 0808 230 6500.

The repairs text phone service for the deaf and hard of hearing is 07899 848886. This number should not be used for emergency repairs.

Our anti-social behaviour out of hours line is 0800 028 7377.

MyPCH is available 24 hours per day, 7 days a week. Check your rent account, report repairs, update your contact details and make a comment or complaint online


Services update

We are now carrying out a full repairs service.

If you are due to be visited by a member of our staff, please remember the following:

  • We ask our staff to observe two-metre social distancing with residents where possible.
  • We ask our staff to wear a suitable face covering when entering a resident's home.
  • We ask residents to wear a face covering as an extra safety precaution. We can provide one if necessary.
  • When a repair is being carried out at your home please move to a different room and allow our operatives to complete the repair.
  • We would ask that residents continue to inform us if they are experiencing Covid symptoms before a member of our staff visits their home.
  • Please inform us if you have received a positive Covid test.

The following temporary changes to our services have been made until further notice.

Safety checks

  • Safety checks in residents’ homes and buildings will continue.

Work on our estates and site visits

  • Flytipping removal and clearance will continue.
  • Outdoor environmental services will continue.
  • Stairwell cleaning will continue.
  • Laundries will remain open with social distancing in place. 
  • Outdoor playgrounds remain open.
  • Community rooms will remain closed.

 Allocations, lettings, mutual exchanges and sales

  • Allocations, lettings, mutual exchanges and sales will continue and will be carried out virtually.
  • New tenancy documents will continue to be sent electronically but we will meet new tenants at the property to hand over the keys and show them around.
  • Only when firm offers are made/final viewings needed will people be able to visit properties.

Sheltered housing

  • Services will be reduced to minimise visits and contact by staff.
  • Essential and statutory building safety checks in schemes will continue.
  • Face coverings will be worn by any staff entering a scheme.
  • Housing with Support welfare and support checks will be over the phone or virtual. Officers will only visit sites in emergencies.
  • Communal lounges and guest rooms in sheltered housing schemes are closed.
  • Gardens are open to residents under the ‘rule of six’ guidance.
  • Regular enhanced cleaning of sheltered schemes will continue.

Regeneration and construction sites

  • Work will continue as planned in line with Government guidance.

Community engagement and resident involvement

  • We have started limited face to face activities but the majority of our engagement work, groups and consultations are still online. Please see our PCH Connect schedule to see what we’re offering.

Housing, Leasehold and Income Officer visits

  • Essential visits only – contact to be over the phone or virtual wherever possible.

PCH buildings

  • Plumer House and our City Centre Shop will remain closed to the public.
  • The Beacon will remain closed to the public with the following exceptions:
    • North Prospect Library will be open on Wednesdays and Fridays from 11am to 5pm.
    • The Beacon Café is open every Monday to Friday for takeaway drinks and food only from 8.30am to 1.30pm. Outdoor tables are available. Please remember to wear a face mask when you visit.

Rent and payment changes

We’re committed to making sure that we can help you so it’s important to contact us as soon as possible if you have any money worries. We’d like to reassure our residents that we will not evict anyone due to a loss of income as a result of Coronavirus. Call us on 0808 230 6500. 

We’re still here to help – ways to contact us

  • The easiest way to manage your tenancy from a distance is by using MyPCH.
  • Webchat is live every week day on our website from 10am until 4pm.
  • You can fill out a contact form.
  • You can call us on 0808 230 6500.
  • Or stay up to date with service announcements and other PCH news, follow us on FacebookTwitter or LinkedIn.

Other places to turn to for help

We’re working with police teams on reports of anti-social behaviour which you can report to us on 0808 230 6500 or 0800 028 7377 (out of hours). 

If things are getting too much, don’t suffer in silence. You can contact the National Domestic Abuse Helpline on 0808 200 0247 or the Plymouth Domestic Abuse Service on 0800 458 2558. There’s also information here.

Thank you for your continued support and patience, and stay safe.