Coronavirus: information for our customers

Following the government’s publication of the roadmap to ease lockdown measures on 22nd February 2021, we have reviewed what the latest restrictions mean for our customers and services. We want to thank all our customers for your patience during this time, and we will continue to review all temporary arrangements in line with any changes in the government advice and guidance.

In line with government guidance on mixing, inside face-to-face contact will be restricted to critical situations only to prevent viral transmission. This has resulted in some changes to how we’re delivering our services. Our staff may also wear personal protective equipment (PPE), ask that you maintain a minimum 2-metre distance, and request that rooms are well ventilated. Find out more about changes to our services in the sections below.

If you request a service from us, we will confirm if anyone in your household has a confirmed case, or symptoms, of Coronavirus. Please keep us updated on any changes between requesting services from us, and when our employees visit you at your home.

Our services

We have made some changes to how we deliver our services.

These changes will help to control the spread of the virus, while ensuring that our customers, employees, and communities are as safe as possible.

Repairs and maintenance

We are continuing to complete only emergency, urgent, and external repairs. These include:

  • Work to restore or maintain utilities i.e. gas, electricity, water.
  • To carry out repairs and maintenance that would otherwise compromise the household’s health and safety.

All health and safety related inspections and gas servicing will continue as normal, and our contactors will take the necessary precautions when carrying out their work.  Find out more about reporting repairs.

We will begin to take bookings for other repairs from the 10th May.

If you are unsure of whether your repair is essential, please get in touch on 0114 2900 200 or 0800 1380 380

Refurbishment and replacement works

We are temporarily suspending refurbishment and replacement works. These works require multiple contractors to work in many parts of your home, which increases the risk of virus transmission.

Customers who were due to have refurbishment and replacement works over the next six weeks will be prioritised once refurbishment works restart. We apologise for any inconvenience that this may cause.

The work NEAT will continue to complete is:

  • Communal cleaning
  • Works on and decorating our void properties
  • Gardening

They will use their resources to focus on high-priority tasks, such as cleaning. So, you may experience some disruption to gardening services during this time.

Moving Home

Mutual exchanges and transfers will continue where there has been an urgent rehousing need identified. Please get it touch with a Housing Officer who will be able to help you through this process.

Lettings will continue as normal.

Find out more about transfers and swaps.

Your Neighbourhood

If you experience any anti-social behaviour, or need to discuss an urgent issue relating to your tenancy or in your neighbourhood that requires a visit from a Neighbourhood Officer, please get in touch.

Report a problem to us.


Our Extra Care services

Our Extra Care services are now open for new lettings. Please contact the individual service to discuss your application or rehousing.

Our communal lounges are closed to customers. All of our restaurants are open for take-away/delivery only.

We are asking that only essential visits are made to provide care or assistance. If you do visit, please:

  • wash your hands
  • go straight to the flat
  • wear a face covering in communal areas and corridors
  • consider taking a lateral flow test before visiting the service.

Please do not visit our Extra Care services if you, a member of your household or the person you are intending to visit, are experiencing symptoms of Covid-19. Symptoms include a new continuous cough, a fever, or a loss or change to your sense of taste and smell. If you or anyone in your household has these symptoms you will need to self-isolate.


Westmeads update
Please also find additional information for customers, and relatives and loved ones, of Westmeads here.

Our LiveWell services (with the exception of some shared properties) are now open for new lettings. Please contact the individual service to discuss your application or rehousing options. 

Our buildings

Some of our buildings are open, with a reduced capacity and safety measures in place. We are also continuing to complete work remotely.

We’re not yet open to the public at our Rockingham Street office. If you’d like to make an appointment to see someone, please get in touch with your Housing Officer, Coach or Keyworker.

Our new online customer services

We launched our online services, which are available 24 hours a day, 7 days a week. Our customers can create an account on to view their balance and pay their rent, change their details, and more! Find out more about our new services.


Useful tools and resources

Websites, groups and opportunities that can help you to stay well.

Budgeting and finances

We have some tools to help you find out what benefits you can claim, and to create a budget plan.

Go to the Pay My Rent page on our website, and scroll down to Useful tools and calculators.

If you are worried about paying your rent, please get in touch with us to see how we can help.

Give us a call 0114 2900 200 or send an email to

Coronavirus scams

There has been a sharp increase in fraudsters targeting the public during the coronavirus pandemic.

Here is some information that can help you to be more vigilant against fraud, and about sharing financial and personal information.

Criminals are experts at impersonating people, organisations and the police.  Some of the examples that are happening are:

  • Emails, texts, phone calls and WhatsApp messages claiming to be from the government, e.g. offering grants, rebates or compensation.
  • The set up of bogus websites asking for donations for victims or promoting awareness and prevention tips
  • Online shopping scams

To help protect yourself:

  • Be sceptical if you receive an email, text or WhatsApp message about the virus or from the government, and never click on any attachments or links.
  • Never provide personal data such as your full name, address and date of birth – scammers can use this information to steal your identity.
  • Don’t allow yourself to be pressured into donating money. Never make donations by cash or gift card, and never send money through transfer agents such as Western Union or Moneygram.

Support in your community

VAS has created a map showing the community groups and support available in Sheffield. Click here to view the map.

It includes our Age Better in Sheffield, who you can reach by calling 0114 2900 294 from 9am-5pm, Monday to Friday.

They are open to all sorts of requests, including offering a friendly listening ear, organising food delivery, and providing arts and crafts materials – if there’s something they can help with, they will!


We have lots of opportunities for people to volunteer in their community, and we’d love to work with you to make a difference to those in need.

Many of our residents, and members of the public, want to help others at this difficult time. You can sign up to volunteer with us, or take a look at the funding, guidance and support available if you’re already doing brilliant things to support people in your neighbourhood.

Find out more about our volunteering opportunities here. 

You can contact the Volunteering Team by…