Coronavirus FAQs

Your health and safety is our top priority. We are doing everything we can to keep you safe and protect the services that are important to you. If you or a member of your household are self-isolating as a result of a suspected or confirmed case of coronavirus, please let us know. The government has produced guidelines for households with a possible Covid-19 infection, which can be accessed by clicking here

On Monday 4 January 2021, England was placed into a new national lockdown with guidance to stay at home which came into effect immediately. You can find a full list of the current restrictions here 

The government have advised that, if you are clinically vulnerable you must begin shielding again. The government is currently sending letters to those who are clinically extremely vulnerable. This letter is to inform you of the new guidance that will be in place for you, this can be accessed by clicking here.

We are closely monitoring government advice and as the situation evolves and making changes to our services accordingly.

For more information, read our frequently asked questions (FAQs) below, or if they do not provide the answer to your query, please call us on 01253 823135.

For the latest health advice please visit:

NHS Coronavirus (COVID-19)

This page was last updated 20/01/20


Are you still carrying out repairs?

Yes, in line with Government health and safety guidelines we are carrying out essential responsive and emergency repairs. Please report your repair by calling or emailing us.

How can I report a repair?

You can report your repair through the following channels:

Call – 0125 382 3135

Emailing –

How will you keep people in my household safe while you carry out my repair?

Your safety and the safety of our staff is our number one priority. From Monday 27 July 2020, all operatives and contractors will wear facemasks when in your home and in communal areas. This is to keep both you and them safe. To maintain social distancing measures while they are in your home, they may ask you to stay in a different room while work is carried out. If anyone is self-isolating, please let us know and we will arrange another appointment to carry out your repair.

I was shielding, will you carry out my repair?

Yes, we will carry out your repair if you are shielding, however if you have any concerns please call us on 0125 382 3135.

I am self-isolating, can I still have repairs carried out?

Whether you are self-isolating because you have symptoms or because you are required to through the track and trace programme, we cannot carry out repairs on your property. If you are due a repair and you are self-isolating, please let us know so we can re-book your appointment.

I need a repair, but I don’t want anyone in my house – can I wait to report it?

We understand that you may not want others in your home right now and that is ok. However, we do ask that, if there is something that is causing damage to your home, you report it to us as soon as possible, so we can resolve the issue before it becomes any worse.

Paying my rent

I am having trouble paying my rent/charges, what should I do?

We understand that some residents might experience financial difficulty during this time, we are here to help. We recognise that these are difficult times and will do all we can to support you, If you can’t pay your rent for any reason, you should contact us as soon as possible on 01253 823 135. We’ll provide advice, support and guidance to you if you’re having difficulty paying your rent. This can include putting payment plans in place or supporting you to claim benefits you’re entitled to.

The Government has extended statutory sick pay to people affected by coronavirus. However, if you’re not eligible for it, we’d urge you to claim Universal Credit or Employment Support Allowance – and we’ll help you do that if you need us to.

If you have been contacted by NHS Test and Trace and told to self-isolate on or after 28 September 2020, you could be eligible for a £500 Test and Trace Support Payment. Click here to find out more about the NHS Test and Trace Support Payment. 

Help with benefits

The government has released new information on the support available if you have lost your job or are unable to work:

Click here to find out more about the support is available if you were unemployed and have lost your job due to Covid-19

Click here to find out about the support available if you are employed but cannot work (furlough)

I have lost my job – what benefits am I entitled to claim?

If you have worked in the past three years and have paid National Insurance contributions, you may be able to apply for New Style Jobseekers Allowance (JSA), even if your partner works or you have savings over £16,000. Click here to check your eligibility for New Style Job Seekers Allowance

If you are not fit to look for work, you may be able to claim Employment and Support Allowance (ESA). Click here to check your eligibility for Employment and Support Allowance

If you are not already receiving Housing Benefit, you can apply for Universal Credit for help with your rent and to support any children you might have. Click here for details on how to claim Universal Credit 

Universal Credit will also provide help with personal costs if you are not eligible for New Style JSA or ESA. You can request an advance on your Universal Credit payment of up to one month as soon as you make a new claim.

Click here to visit the Department for Work and Pensions website to find more information on Universal Credit 

If you have been made redundant, information about available support can be found by clicking here

I have been furloughed – what can I claim?

If your employer has advised that you are being furloughed (unable to come into work but still being retained as an employee and not sick or self-isolating), then they should be able to claim 80% of your wage costs from the government, up to a maximum of £2,500 per month. You should therefore be able to continue receiving your wages at this rate and should speak to your employer about this. This should also be available to zero hour contract employees, based on their regular earnings. The furlough scheme has been extended until 30 April 2021, so you should continue to receive 80% of your wages until this date.

If you have already spoken to your employer and still need additional financial support, please refer to the advice given above on claiming JSA, ESA or Universal Credit.

I am self-employed – what can I claim?

The Self-Employment Income Support Scheme (SEISS) will see grants increase from 55% to 80%, with the third grant covering November to January calculated at 80% of average trading profits, up to a maximum of £7,500.

Further information on the self-employment support scheme can be found here.

Tax instalments due to HMRC now can also be deferred until 2021.


Is the McDonald Property Rentals branch in Cleveleys still open?

Following the recent government guidelines, we’re happy to confirm that our office will remain open Monday to Friday 10 am – 4 pm with reduced staff in place.

We will continue to answer phone enquiries from 9am until 5.30pm during the weekdays and 9.30am-12.30pm on Saturdays (subject to bank holidays).

Please be advised there will be a limit of no more than two people from the same household allowed in the office at any time. All visits to the office must be prearranged with office staff.

You can read The Regenda Group, Redwing and MPR risk assessment here >

I am due to move into a new home, will this still be taking place?

If you are looking to move home, we can help! Following the recent Government guidelines there are a number of changes in place to ensure viewings and sign-ups are keeping our staff and the people applying for our homes safe.  The rules that must be followed will be explained on the booking and confirmation of the viewing. Please note it is very important that you follow this guidance to ensure the safety of everyone involved, your booking will be cancelled if this is not the case.

Will property inspections still be taking place?

Your health and safety continues to be our top priority. We are doing everything we can to keep you safe and protect the services that are important to you.

We are closely monitoring government advice and as the situation evolves are making some changes to our services. As of Wednesday 18 March 2020, inspections will be postponed.


From 4 January 2021, those who are clinically vulnerable will be asked to shield once again, and only leave home for medical appointments, exercise or if it is essential. This advice comes into effect immediately.

What support is available to help customers? 

We understand that the coronavirus (Covid-19) is causing much anxiety and concern. If you are experiencing difficulties because you are self-isolating, please let us know and we will see if we can help.

What if I need to leave my home?

Refuges are still open and offering support. You can also complete an online form if you prefer –

Please remember that the household isolation guidance does not apply if you need to escape your home due to domestic abuse. Help and support are available at this time, including police response, online support, helplines, refuges and other services.