Skip to Content

Information and advice for tenants

For details of the Covid-19 national restrictions, changes to Council services, and support available for residents, council tenants and businesses, visit

Here is some information for Council tenants which may be useful in light of the coronavirus pandemic.

Paying your rent 

We understand that this is a difficult time for many of our residents and that you may be suffering some financial difficulties and pressures currently. 

We do not, however, want you to worry about losing your home, and we will be working closely with you over this period.

Help and advice about paying your rent and about benefits is available from our housing income and tenancy support teams by phoning 01509 634666.

Please contact your housing income officer if you are having any difficulties in paying your rent.

We would urge you to continue to pay your rent as a priority and keep to any agreement you have to clear any arrears.

If you pay your rent using a rent payment card at some outlets and you are finding these are closed, there are other and easier ways to pay your rent:

  • by direct debit: through Allpay you can decide which day of the week you want to pay your rent and the frequency – weekly, fortnightly, four-weekly or monthly
  • by phoning 01509 634666 and making a debit card payment over the phone with a contact centre adviser
  • if you have your payment reference, by going on the council’s website you can make a payment online
  • by setting up a standing order with your bank. Ring the income team on 01509 634666 for details


We are only completing those repairs that are the most urgent. We have done this because we expect to have fewer resources over the coming weeks and in line with government guidance we are reducing the number of visits that we undertake to people in their homes.

More information can be found on the repairs section of the website or you can contact us on 01509 634 666. If you have a housing repair or gas emergency outside council opening hours (Monday to Thursday 8.30am to 5pm and Friday 8.30am to 4.30pm) please call 0333 200 8811.

Tenancy-related visits

We are only carrying out essential visits to tenants’ homes although some visits to external and internal communal areas will continue.

Helping the vulnerable and the community at large

The Council, working with John Storer Charnwood, has launched Charnwood Community Action – a campaign to help support, advise, guide and co-ordinate groups and people who are volunteering to help others in the borough. As part of the campaign, the Council is keen to support the community during this difficult time and has pledged £100,000 to help with any needs identified as part of this co-ordinated approach.

More information can be found at

Some of the steps we have already taken (as of March 27)

  • liaising with our contractors around maintaining the delivery of critical services to tenants 
  • providing safety equipment and training to council officers so that we can respond to critical repair issues in homes where tenants are self-isolating
  • issuing communications to tenants in our sheltered accommodation on how to stay safe and the steps that we are taking to protect them, including: closing communal lounges, cancelling events, doing more personal checks over the phone and through lifeline, and bringing in visiting restrictions to try and protect our most vulnerable tenants.
Share this page:

Last updated: Wed 1st April, 2020 @ 07:12