COVID-19 Coronavirus

Box of tissues, ceramic mug and glasses

COVID-19 Coronavirus

New Vision Homes is making all efforts to keep its services running with as little disruption as possible but we are making some changes to the way we work to keep both our team and our residents safe. 

Please make sure you follow the advice from the NHS ( which is to maintain good hygiene practice (not touching your face and washing your hands regularly for 20 seconds) and contact NHS 111 Online if you display any of the symptoms. If you are able to, please also take the time to call any relatives or friends who might be vulnerable to this virus and make sure that they are coping well and have everything that they need.

We will continue to follow advice from the Government and Public Health England but we recognise that this is a constantly changing scenario and we will update the below information as and when advice needs to change.

We will continue to support our residents as much as we can but we ask that contact via our phone lines be restricted to emergencies only.

Please use our contact forms on this website to log non-emergency repairs, contact your housing manager or our income recovery team or email us via and someone will get back to you as soon as they can. Please make sure you leave us your name, address and contact number.

Income recovery – rent payments and advice

  • Services are continuing as normal, but our officers may not be able to take payments over the phone so if possible please make your payments via alternative methods
  • At the moment rent charges have not been suspended by the Government and you should continue to make your normal payments – click here to see alternative methods on how and where to pay
  • If you are having difficulty paying your rent due to changes in your financial situation please let the income team know by emailing
  • You can seek help and advice from Citizens Advice and the Money Advice Service
  • You can also make an application for Universal Credit online


Tenancy & Estate Management

  • Our Housing Management team are still available to help you with your queries. If we deem it necessary to make a face to face visit, all reasonable precautions will be made to ensure your safety and the safety of our staff. Please do not visit the Civic Offices as the office has now been closed

  • Please also review the content on our website or on the Council’s website to find the answer to your query before making your call – there is lots of good information on how to manage your tenancy and report information to us – if you can’t find what you are looking for and your query is of a non-urgent matter please use our contact form

  • Any tenant surgeries have now been cancelled until further notice

  • Estate inspections for health and safety matters will continue where possible but tenants will no longer be invited to attend. If you spot anything in the communal areas around your home that needs our attention please report it via our contact form

  • Reporting Anti-social behaviour can still be done in the normal way by using our online forms - Please ensure you are keeping notes of any incidents; incident sheets can be downloaded here...

Repairs and Maintenance

  • We are still attempting to carry out as many general repairs as normal but repairs to heating and hot water services will be carried on an emergency basis only.
  • Our repairs teams will ask you when you log a repair about your current situation regarding self-isolation and any potential coronavirus symptoms. Every effort is being taken to ensure that residents and our operatives are kept safe at all times when carrying out repairs
  • Our repairs team are still able to take your queries, but should you need to report a non-urgent repair please use our report a repair tool

Compliance – servicing and inspection

  • Regulatory bodies have stated that all statutory compliance testing will continue, including gas safety inspections and our teams will be carrying out the necessary servicing and inspections. Every effort will be made to keep residents and operatives safe during the inspection process.

Planned works programmes

The following planned works programmes have been suspended until further review at teh end of February

  • Kitchen and Bathroom Replacements
  • Disabled Adaptations

All other programmes are continuing, because they will be either external works eg groundworks and/or require only one operative to work on them eg doors and windows.

Home visits

  • If a member of our housing or repairs and maintenance team do need to visit your home they may politely ask that you keep your distance during the visit and may request to wash their hands before they leave your property. We ask that you accommodate their request in the interest of both yours and our staff members health and we hope you do not take offence. 

Community help

New Vision Homes - If you are in need of support and friends and family are unable to help you our Housing Team may be able to assist or we can put you in touch with various groups and organisations that may be able to help. 
To speak to our Housing Team phone 0300 373 0373 option 4 or email us at 
Woking Borough Council The Civic Offices remain closed to the public but the Council continues to deliver services to the community. Help, advice and service updates on things such as local services, health and wellbeing, coronavirus testing and the latest government advice can be found on their web pages at:


You can also keep up to date with Council activities by signing up for their enewsletter at:

Surrey County Council have also been running a community helpline throughout the pandemic and they can offer further help and support
Surrey County Council Community Helpline number: 0300 200 1008
Availability: Monday to Friday: 9am to 5pm SMS: 0786 0053 465 for Deaf and hearing impaired residents only (Monday to Friday: 9am to 5pm)

Financial Support – Important Information

If you are struggling financially, you can access help from a range of services

New Vision Homes tenants - If you are having problems making your rent payments please speak to our Income Recovery Team on 0300 373 0373 option 3 

You can also find a list of grants via our website at


Other options for finding financial help and advice can be found at:
Surrey Crisis Fund This is a discretionary fund run by Surrey County Council providing financial help to Surrey residents who have nowhere else to turn in an emergency or after a disaster.

Benefits If you require information regarding claiming benefits during this time please visit the webpages at the Department of Work Pensions: 

Universal Credit helpline You can apply for Universal Credit on this link:

You can also call the Universal Credit helpline to get help making your claim online or if you need help applying for an advance payment.
Telephone 0800328 5644 or Textphone 0800 328 1344 (open Monday to Friday, 8am to 6pm).

Surrey Welfare Rights Unit (SWRU) website contains up to date information about benefits available. There is also guidance for the self-employed.

Job centres remain open and will continue to support people who are not able to use phones and online
Advice about how to access benefits and job centre appointments can be found on the government web pages at

Citizens Advice Service can help with enquiries about benefits and financial support. Their service is now completely online and has a wide range of help and support via the web page: 


Council Tax help can be claimed via calling: 01483 755 855 or visitng

Health and wellbeing

Many of us are finding long periods of time at home and in isolation very difficult there are a number of resources available to those that are struggling:
Ten top tips from the NHS on keeping in good mental health whilst staying at home during the pandemic

NHS Volunteers Service can also provide a telephone ‘check in and chat’ for if you have mental health issues and are feeling isolated. Call 0808 196 3646 (8am to 8pm) or visit their web site to see if you qualify for help All of us are worried about coronavirus (COVID-19) and how it will affect us and those we love. Mind are there to support you and to make sure everyone experiencing a mental health problem gets support and respect. To find information, help and support visit their web pages at:

NHS Get the latest NHS information and advice about coronavirus (COVID-19) including, checking for symptoms, testing and tracing, self-isolation and treating symptoms, social distancing and people and higher risk:

Finally, if you think you have symptoms, get a test for coronavirus:
Call NHS 119 or visit