Coronavirus: information for our customers

Following the announcement of national restrictions from 5th November, we would like to reassure you that we are continuing to deliver our services.

We have made some changes to how we’re working, so please read the information below before contacting us to request services.

When making changes, some of our considerations are….

  • Can the work or activity be carried out safely – in a way that is consistent with guidance from local and central Government, and that keeps our customers and teams safe?
  • Can we get the materials we need? This could include materials for repairs, or personal protective equipment.

We want to thank all our customers for your patience during this time.

We will confirm if anyone in your household has a confirmed case, or symptoms of, Coronavirus. Please keep us updated of any changes between requesting services from us and when members of our teams visit you at your home.


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

We are currently taking requests for and carrying out the following repairs:

  • Minor leaks
  • Minor plumbing repairs, toilets, taps, overflows
  • Radiator leaks
  • Electrical repairs
  • Minor joinery repairs i.e. window catches, door handles, ease and adjust doors and windows, locks
  • External repairs where materials are in good supply

All emergency repairs and gas servicing will continue as normal. Find out more about reporting repairs.


This is how we’ll carry out our refurbishment and replacement works.

  • External refurbishments of doors and windows will continue. Customers will be contacted by our contractors to arrange a pre-visit to survey and take measurements, and those that were due to have doors/window replacements during the period of lockdown will be prioritised.
  • Kitchen refurbishments will continue. Customers with an existing installation date for a kitchen replacement during lockdown will be prioritised, along with the option to defer.
  • We will review the position of bathroom replacements in early 2021. Replacing bathrooms requires multiple contractors to work in smaller spaces, so we will wait for a lower prevalence of Coronavirus before we restart these.  Those scheduled to have bathroom replacements during lockdown will be prioritised.

During the period of national lockdown, we are advising that any refurbishment works for customers that are identified as clinically vulnerable or shielding are deferred. Refurbishments require multiple contractors to work within a home, and the risk of transmission becomes greater. Any deferred refurbishment works will be prioritised once the level of local alert is lowered.

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

We restarted our mutual exchange and transfers on the 1st September. We’re working through existing exchanges and transfers in the order of the date they were requested.

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. We are now able to carry out some visits to our communities in-person.

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, and our restaurants will also close on 5th November.

Due to the increase in Coronavirus cases across the region, 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.

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.


Update for Customers and Relatives from The Meadows

On Wednesday 28th October we shared this letter with customers living at The Meadows.

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 now re-opening, 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!

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…