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

The government has released their Covid-19 Winter Plan, which has three main objectives – suppressing the spread of infection, managing the virus and minimising damage to the economy and society. You can read the government’s Covid-19 Winter Plan by clicking here.

On Thursday 8 October, the government updated guidance on Track and Trace, including what happens if you test positive for coronavirus (COVID-19) or have had close contact with someone who has tested positive. To find out more about Track and Trace, click here to visit the track and trace section of the government website

As of Friday 6 November, free regular testing for COVID-19 is available for anyone living or working in Liverpool, whether or not they have symptoms. Click here to read our blog post which covers more information about this

The government released further information on 26 November regarding safeguarding extremely vulnerable people when the national lockdown ends on 2 December. Click here to see the latest guidance on shielding and protecting extremely vulnerable people from COVID-19

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.

We are closely monitoring government advice and as the situation evolves and making changes to our services accordingly. We will update this page regularly as new Government guidance is announced to keep you updated with any change to our services.

For the latest health advice please visit:

NHS Coronavirus (COVID-19)

This page was last updated 27/11/2020


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?

From 1 August 2020, the government will pause shielding, so we will carry out your repair, 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.

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 contact employees, based on their regular earnings. The furlough scheme has been extended until 2 December 2020, 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-Employed Income Support Scheme was introduced by the government on 26 March 2020 and the window for applying for first grants has now closed. The government extended the scheme for second grant applications from 17 August 2020. This grant is equal to 70% of your average monthly trading profits and must have been claimed on or before 19 October 2020. The maximum grant will be equivalent to three month’s earnings, up to a maximum of £6,570 and will be paid in a single instalment. TThe government has announced that those who were eligible for 1st and 2nd grants under the Self-Employment Support Scheme will be able to claim further grants from 14 December, to cover the six months from November 2020 to April 2021. These will be paid in two lump sum instalments, each covering three months. The grant will be equivalent to 40% of monthly trading profits, capped at £3,750 for each three-monthly period.

Those eligible for the grant will be contacted directly by HMRC once the scheme is operational. They will be asked to complete an online form and the grant will be paid directly into their bank account.

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?

We are happy to confirm the office will reopen from Monday 1st June 2020. We will be operating on reduced staff and opening hours, the opening hours will be Monday to Friday 10am until 4pm.

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?

Following the recent Government guidelines, viewings will recommence from Monday 1st June 2020 on available properties. There will be strict guidelines that must be followed to ensure the safety of our customers and staff. The rules that must be followed will be explained on the booking and confirmation of the viewing.

If the rules are not followed, we will refuse access to the property and the appointment will have to be rearranged.

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.


The government has released new guidelines on shielding and protecting extremely vulnerable from Covid-19. You can find this new shielding guidance on the government website here

This guidance comes into effect from 2 December 2020 and is linked to the tiers in place for each area from the date. It aims to strike a better balance between providing practical steps to help keep you safe while reducing some of the potentially harmful impacts on mental and social wellbeing that were associated with previous strict shielding. It sets out the steps clinically extremely vulnerable people can take to protect themselves for each local tier

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.