Support and Advice for Homes Tenants

Due to the Coronavirus outbreak we have made some changes to how we deliver services to you as an Advance Northumberland Homes tenant. It means, until further notice:

· We are dealing with telephone, email and website enquiries only
· Our offices are now closed and we are working remotely.
· We are only dealing with emergency and urgent repairs at the moment in line with Government Guidance.

Our capacity to deliver other services will continue to be affected over the coming days and weeks.  We apologise for any inconvenience this may cause and appreciate your understanding in these difficult circumstances. 

We will use our website and social media channels to keep everyone informed. Please make sure that you link into these communication channels:

You can also use our new online chat function on our website to chat to one of the team. 

If you have any queries or would like to discuss this further, please do not hesitate to contact us via 01670 528499.

You can also use our new online chat function on our website to chat to one of the team. 

If you have any queries or would like to discuss this further, please do not hesitate to contact us via 01670 528499.

We do want to ensure our services are maintained for as long as possible and we will keep you up to date if and when things progress. 

Tenant Support

Council tax hardship fund 2020 to 2021 - guidance

As part of its response to COVID-19, the government announced in the Budget on 11 March that it would provide local authorities in England with £500 million of new grant funding to support economically vulnerable people and households in their local area.

For more information please click here.

Important Information

Q&A John Moran.


Will your offices remain open?

All offices are unfortunately closed at this time. A reduced number of office-based staff are working remotely however, therefore contact can be made via the usual telephone lines and email. Should you wish to speak to us, Advance Northumberland Homes can be contacted via telephone on 01670 528499, or via email at

Regrettably, anything sent via post may not be received until our full return to office.

My income has been reduced and I’m struggling to pay my rent, what should I do?

Although Advance Northumberland Homes recognise that some households may temporarily be on reduced incomes, we are unable to offer any rent freeze or rebate at this time. That being said, we are extremely keen to be working with tenants during this troubling time and will be on hand to discuss any concerns in which they may have. Updates regarding debt relief and applicable benefits can be found via this website however should you wish to give us a call to discuss further, please do not hesitate.


I usually pay my rent via debit/credit card, how can I pay?

We have recently managed to re-activate our card machine to ensure rent can be paid as usual via 01670 528499 and selecting Option 5. Alternatively, you can set up a standing order in which can be set up directly with your bank (including online banking), quoting your property address as the payment reference. For this, our bank details are as follows: Sort code – 089006, Account number – 70246661.

All direct debit payments will be taken as usual.


What if my home needs a repair?

Advance Northumberland Homes will be only attending to urgent repairs during this period. This is essentially any property issue in which has already, or has the potential to cause an emergency. It is extremely important that the wellbeing of our tenants, staff and contractors is safeguarded during this time, so we’re currently curtailing any non-urgent works. 

For emergency repairs, Advance Northumberland Homes will continue to proudly offer a 24-7 maintenance service.


I’m in self-isolation but repair works are required, what should I do?

In advance of the appointment, we will ask you as well as the attending contractor a series of questions to allow us to assess the risk, and mitigate where applicable. We will discuss this is greater detail in advance of your appointment. Please don’t be alarmed by the series of questions, this is exclusively to ensure we’re minimising any risk of infections being spread.

What level of service is Advance Northumberland Homes currently offering?

Advance Northumberland Homes are still fully operational, and remain on hand to respond to any queries in which you may have. As I am sure you can appreciate however, working remotely does pose some small challenges therefore we’d be grateful for your patience and co-operation with this. As time progresses, the service may need to be limited however we will ensure that you are fully aware of such changes in service delivery.


Will I still be able to move into an Advance Northumberland home?

If you have submitted an application for housing, we will process as usual and work with you with regards to timeframes. We are still keen to facilitate move-ins, however this is only if it is deemed essential, and safe to do so. If you have any queries regarding this we would encourage that you contact a member of our Lettings Team on 01670 528499 and select Option 2.


What if my heating is due to be serviced?

Making sure that your property is safe remains an absolute priority, and for this reason, our statutory testing (i.e gas servicing) programme will remain in full operation. Should you have any concerns whatsoever regarding an upcoming appointment, please contact a member of the team on 01670 528499 and select Option 1.

What next?

Advance Northumberland Homes will continue to follow Government guidance whilst maintaining the usual high standards of service. Our tenants are extremely important to us and we will endeavour to offer as much support, assistance and advice during this troubling time. We hope that all tenants are staying safe during this time, and we thank you in advance for your ongoing co-operation. All updates will be made via this website therefore we recommend you frequently revisit for the latest informs.

What our customers say

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"I would like to thank you for your excellent service over the years, and would highly recommend you."

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