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Coronavirus update - Friday 5 February

Face coverings

From this week, we are asking residents to put on a face covering when a member of staff goes into their home.

We are making this request as an extra precaution in addition to the safety measures we already have in place.

When you are booking an emergency repair through our Contact Centre, our staff will explain that you will be asked to wear a face covering throughout the time a member of staff is in your home.

Before a member of staff arrives at your home, they will call you to check whether you are well and to ask you to put on a face covering, as well as move to another room if possible whilst work is being completed.

We understand some of our residents will be exempt from wearing a face covering due to medical reasons and in this case, the other safety measures of social distancing and moving to a different room if possible must be followed. 

If you do not have a face covering, our staff will be able to provide you with a new, individually-wrapped mask to wear.

Our staff will be wearing their own face covering, unless the working they are doing prevents them from wearing one.

This is an extra precaution the majority of housing associations with homes in Plymouth and across the South West are taking to help keep our staff and residents safe.

We’d like to thank all residents in advance for wearing face coverings when our staff visit your homes.

Vaccine for Sheltered Housing staff

In line with the Government strategy to protect older and vulnerable people and those in care settings, our Supported Housing staff and cleaners who regularly work within each of our schemes have been given access to the vaccine programme along with other workers across the city working in these settings.

This is great news for those working with some of our older and most vulnerable residents – helping to protect them and the sheltered scheme residents they work closely with from Covid.

Lockdown Legends

Do you know a Lockdown Legend? We’d love to hear about the amazing people who have gone the extra mile to support you, your neighbours or your local community. It could be an individual, community group or charity who you would like to thank and deserve recognition for the help they’ve given. You will give your Lockdown Legend the chance to win one of five top prizes of £50, or five runner’s up prizes of £20. 

Click here to tell us who has supported you or your community by sending us the details below:

Their name and contact details 

Why you’re nominating the above person(s)/group?

Your name and contact details

The deadline for entries is Friday 19 March. If you’d like help completing the form or to nominate someone by phone, please email or phone 0808 230 6500. The winners will be chosen by our management team. 

Please check with the person(s) you are nominating to make sure they are happy for their details to be shared with, and to be contacted by PCH.

A+ rating

We’ve maintained our highest A+ credit rating. The judgement includes an assessment of our past financial performance and future plans, as well as a review of our operational track record and governance. Read more.

Services update

The following temporary changes to our services will be made until at least mid-February.


  • We will revert to essential repairs in your homes during the lockdown but we will continue to do external repairs wherever possible.
  • You will still be able to request a future non-essential repair.
  • Any new non-essential repairs inside your homes will be booked after lockdown.
  • If you already have a routine repair booked to take place in your home during lockdown, we will call you if we need to rearrange it.

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 will ask you if you or anyone in your home is suffering from Covid-19 symptoms before we arrive.
  • When a repair is being carried out at your home please move to a different room and allow our operatives to complete the repair. 

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.
  • 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.
  • 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

  • All face to face community activities, groups and consultations, indoor and outdoor, will cease and be replaced by on-line activities.

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, commercial tenants will continue to use it and any other activities will stop unless exempt from the lockdown. 

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.