July 2021
As we move into step 4 of the Government’s roadmap out of lockdown the emphasis will be changing from legal requirement to personal responsibility. We welcome the world beginning to open up, but we also remain cautious and recognise that everyone will be feeling different levels of comfort about this, so at present we will not be changing any of our current practices that are in place to keep you safe. When we do visit you in your home we will continue wearing PPE and we will still take steps to maintain social distancing. We will continue to monitor this and any changes will be published on our website.

Repairs and Maintenance

We will continue to prioritise emergency and urgent repairs but we are also working hard to attend to routine jobs that you have reported and continue with our planned major works to our homes. If you have any questions regarding maintenance please do contact the maintenance team on 0330 678 0008 option 1, or by email to repairsandmaintenance@papworthtrust.org.uk and they can assist and answer any queries you may have. 

Please do continue to bear with us as we try to attend to our backlog of routine repairs.

Carrying out repairs

Prior to attending your home to carry out a repair or required inspection we will phone ahead to check whether you or anyone in your household have any symptoms and/or are in self-isolation. In order to keep our tenants and staff safe during this difficult time, our housing team will give you instructions which we would ask you to follow before, during and after our visits to your property. 

Please be aware that we have a responsibility to carry out essential regulatory and statutory works to your home. This includes gas safety checks and inspections of lifting equipment that Papworth Trust own. If you live in a room with communal facilities, this can also include water tests and fire tests. 

Contacting your Housing Officer

Our Housing Officers will no longer be just attending urgent visits and will shortly be restarting tenancy audits as part of our commitment to meet our tenants in their homes at least once per year.

We will still be taking precautions when we visit you to ensure both you and our staff are safe and comfortable. Prior to visiting you we will contact you to check whether you or anyone in your household have any symptoms and/or are in self-isolation. Our housing team will give you instructions which we would ask you to follow before, during and after any visits to your property. 

If you have any questions or concerns you can contact the housing team by email at housing@papworthtrust.org.uk or by telephone on 0330 678 0008 option 2 to request a telephone appointment to discuss your housing issues in the first instance

Paying your rent

You should continue to pay rent and abide by all other terms of your tenancy agreement. If you are experiencing difficulties or concerns regarding paying your rent, please contact the housing team as soon as possible.

There is still help available from the Government for those who are financially struggling due to the coronavirus pandemic, please check under the Employment and Finance section on www.gov.uk/coronavirus as you may become eligible for Universal Credit or Employment and Support Allowance.

You can also visit the Trussell Trust to identify a food bank local to you www.trusselltrust.org


Whilst restrictions are being relaxed we recognise the pandemic continues to have an effect on people. These guides provide advice on how to look after your mental health and wellbeing: www.gov.uk/government/publications/covid-19-guidance-for-the-public-on-mental-health-and-wellbeing/guidance-for-the-public-on-the-mental-health-and-wellbeing-aspects-of-coronavirus-covid-19

We thank you for your cooperation and patience during the Pandemic, we will continue to work together to meet this challenging environment.

We would ask that you please keep an eye on our website www.papworthtrust.org.uk for further updates as we continue to monitor this changing situation.

The latest information and facts about Coronavirus (COVID-19) is available on the Government website - https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public.