Coronavirus: information for our customers

Changes to 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, staff and communities are as safe as possible.

Repairs and maintenance

Our Housing Maintenance Team and external contractors will only be completing emergency repairs.

Emergency repairs are:

  • Loss of sole means of heating or hot water
  • Burst pipes
  • Loss of electricity supply
  • Blocked toilets or backed up drains
  • Roof repairs where there is lots of water entering your home

We’re still going to be carrying out jobs in your home that keep you safe, and that we’re required to do by law, such as checking your gas appliances.

If you are self-isolating and don’t want anyone to visit, we will need to an agree an appointment for once your period of isolation has ended.

Before they enter your home, please confirm with our contractors that you’re not self-isolating or have any health conditions that put you at increased risk. We will make sure that any staff and contractors coming into your home are following all recommended safety protocols.

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.

Our services in the community

Some of our LiveWell services, and other services based in the community, have moved to telephone support only. The quality of this support will be as good as we can make it under the circumstances – we want to ensure that we keep people safe and well during this crisis.

Our buildings

We have closed some of our buildings, such as our office on Rockingham Street. Work that we carry out from this office – such as reporting repairs, rent accounting, and reporting any anti-social behaviour – will still be completed remotely.

Some of our buildings, such as our extra-care housing and critical support services, will stay open. We have closed communal areas in these buildings, and we are supporting our staff and customers to follow advice on social distancing and good hygiene. This includes restricting access to external visitors, and asking that family members only carry out essential visits (for example, bringing food or medication, or helping with personal care).


We’ve answered some frequently asked questions from relatives of people living in our extra-care housing.

Download our FAQs for family members here.

Extra-care update

We have put in place additional safety measures in some of our extra-care services. This is because we have customers with suspected symptoms and/or an official diagnosis, and these changes aim to restrict the spread of any virus.

Additional measures are currently in place in the following services:


Download customer and relative information for The Meadows.

Download customer and relative information for Whinn Dale.


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!

Food works is social enterprise that offers affordable food by collecting and preparing surplus produce. They have food boxes and pre-cooked meals available for collection from their Sharehouse market in Sheffield. Find out more about Food Works here.

Your local authority’s website may also have information about similar projects in your area, and details on your local food banks.


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…



All information accurate from 03.04.20 and subject to change.

Read the Government’s latest advice on Coronavirus here.